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7 CSR Behaviors on the Desktop that Could be Costing you Millions
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A leading health provider with over 6,000 CSRs found that the underlying cause for wide variation in AHT among agents (a 45 second difference for certain call types) was the use of quick keys. Quick keys. The training of 'slow agents' on quick key usage resulted in a $3 million annualized savings. Monitoring and coaching against the desktop behaviors described in this article provide quick returns on coaching investments and support the identification of, and training on, best practices.
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[Full Article]
May-02-2010 |
Can You Really Hear the Voice of the Customer?
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Customers are sharing their opinion about your company. They are sharing it not only with you, but also with their friends, with your competitors, and in some cases with the whole world. Are you really listening to what they're saying? If you don't, your competitors will. As technology enables deeper voice of the customer (VoC) insight, opportunities arise to take advantage of customer insight for product development, service enhancement, and long-term relationship-building with individual customers. Many companies have VoC efforts in place, but too few are taking full advantage of the potential.
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[Full Article]
May-02-2010 |
Three Reasons to Add Face-to-Face Reviews to Your Customer Feedback Efforts
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As technology advances, the methods available to collect customer feedback multiply. With social media sites (blogs, Facebook, and Twitter), web-based surveys, and post-transaction reviews on sites like amazon.com, customers have the opportunity to provide feedback for every purchase they make. And there is value in that feedback loop. Real-time transaction data can identify tactical issues, widely-shared customer opinions can be used to shape product strategy, and the social web can give businesses new channels to interact with some customer segments. But if you don't have a structured process to capture face-to-face feedback from your most important customers, what are you missing?
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[Full Article]
Apr-24-2010 |
Leadership Practices That Drive Results
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In today's fast-moving global economy, change is inevitable, and the primary responsibility of leaders is to initiate and deal effectively with change. Leaders need to be creative problem-solvers who use their imagination to re-examine the status quo, visualize new possibilities and ask, "What if?" They need to continually seek improvements in processes and procedures to maximize efficiency and effectiveness. In addition, leaders must stay ahead of the curve in managing people and their organizations through change. Trust is the essential foundation for leaders trying to energize change in their organizations and improve their bottom line.
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[Full Article]
Apr-24-2010 |
Train to Retain Top-Performing Agent
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The call center agents who are most engaged in their jobs and aligned with their employers are the ones who are most committed to delivering outstanding customer care. They also know that keeping customers satisfied and loyal will help to ensure their companies' success -- and they recognize what a critical role they play in this ongoing endeavor. One of the best ways to build high levels of engagement is to provide agents with opportunities to learn, grow and advance in their jobs.
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[Full Article]
Apr-24-2010 |
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