Be Prompt

Process vacation and paid-time-off (PTO) requests as far in advance as possible. This means giving employees ample lead time to request time off - which will allow you to juggle the schedule to cover their shift.

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Auto Attendant Options

When you use an auto attendant to screen or route calls, best practice is to announce the option then give the instruction. For example, ‘For customer...

Empathy

It is very easy to lose customers when you have staff who are unable to empathise with customers. Whilst setting priorities for training, ensure that ...

Who Do You Want?

When we called one of the world’s leading CRM companies and asked for the marketing person named on their recent sales mailer, I got the response “who...

Fair Incentives

If you run any incentive scheme ensure it’s fair and everyone has an equal chance of winning. An example of an unfair scheme we came across was when w...

Voice Mail Cleanup

Do you have a regularly clear out your voice mail messages? Recently we have come across several organisations where you are asked to leave a voice ma...

Training Sweetener

When you run a training session, no matter if it’s for systems or soft skills training, try and always have a bowl of sweets in the training room for ...

Brand & Service

Do you have a leading brand? If you are regarded as one of the premier companies in the world, or have a leading product brand, then check that the se...

Faxes Into Your Contact Center

We all measure stats for calls – the number in, number abandoned etc. Do you also measure stats for other communication channels such as e-mails, faxe...

Check Your Literature

On a recent business trip to a contact center expo, I noticed a fantastic voucher offer for a reduced cost meal for 2 at a leading diner in with the a...

Choose Your Rota!

When it comes to rewarding agents who excel or achieve targets etc, a ‘no cost’ reward could be to let them choose their own rota for the next rota pe...

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