When hiring new agents, how quickly the agent can begin making a meaningful contribution is always a concern. After training, it is not logical to assume an agent is ready to begin taking phone calls. Unfortunately, managers may look at call volume, handle times and other similar metrics in making a decision to prematurely put new hires in contact with customers.
10 Things Senior Level Managers Must Know About Contact Centers
If you're like many across the contact center profession, you’re about to enter the budgeting cycle for 2015. So what better time to take stock of the understanding your organization’s senior level leadership team has of your contact center’s environment, value and direction? There’s no way around it: To succeed, your contact center needs commitment and involvement from the top.
The landscape of customer loyalty has been re-contoured! Customers get terrific service in pockets of their life and use those experiences to judge everyone else. Customers also have more choices than ever before and therefore are forced to use their service experience as a key gauge of product and service excellence. Today’s customers are much smarter buyers. Social media has made every person Consumers Report. Figuring out how to retain customers today is no simple task. However, below are five key loyalty drivers that fit most customers most of the time for most services.
Establishing a Culture That Supports Distributed Teams
As a contact center leader, the results you create—internally and for your customers—depend on being able to get support from people who work at different times, in different places, or within different parts of the organization. Fortunately, there are some tried and true principles that can significantly increase your organization's effectiveness. This article presents the most important.