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Turn on the trust to deliver outstanding customer service - Calabrio - Blog

Turn on the trust to deliver outstanding customer service

Seven strategies for building trust in contact centers from Magnus Geverts of Teleopti

Every year I get the opportunity to meet with hundreds of leaders from contact centers from all over the world. What makes some of them more successful than others? It’s fair to say that processes can go a long way to help deliver outstanding customer service, however they can never make up for poorly trained or de-motivated individuals. The difference between good and great often comes down to employee engagement; your frontline people are the front door to your organization, why not trust them to do their job and deliver so much more?

The truth is that leadership style can be a major obstacle to trust. Of course, managers need to set the overall direction but processes should be there for a reason, rather than the reason for being. Fortunately the latest workforce management (WFM) solutions typically include features to support employee engagement and motivation. For example gamification, real-time communication and agent empowerment help to build trust by introducing some fun and giving agents control over their work-life balance. Mobile apps make it easier for agents to access schedules wherever they may be, again increasing the transparency of contact center operations and allowing for timely feedback, for example to holiday requests. All of these features help to build trust and agent engagement.

Include the seven strategies below as part of your planning for 2017 to unleash the potential within your contact center and release a wealth of positive business outcomes:

Capture the voice of the frontline – agents know your customers best. Why not develop focus groups that give agents regular opportunities to discuss pain points, customer frustrations and how to make the service experience, and even your products infinitely better? Consider putting in place feedback meetings to elicit informal suggestions but make sure you close the loop on all ideas to maintain effective feedback and build morale

Put training higher up the food chain – once you’ve hired the right people, inspire and enthuse them with a comprehensive induction program that covers corporate strategy and culture as well as their day-to-day tasks.

Never under-estimate the power of mentoring. Pair up recent graduates with seasoned professionals. A multi-generational contact center team is a healthy one where all parties learn from each other, keeping boredom at bay, skills refreshed and staff motivated.

Be sure to develop a portfolio of learning styles to accommodate different ages. This can be a mixture of traditional in-classroom training or online and interactive
e-learning and e-coaching delivered during quiet times. People learn in different ways and allowing agents to choose what works for them builds trust and self-esteem.

Set clear targets – and make them visible to everyone. Advanced WFM reporting and dashboards provide a real-time snapshot of employee and team performance against specific contact center Key Performance Indicators (KPIs) or customer Service Level Agreements (SLAs) in a fair and transparent way.

Measure the right things – and what is important to you to spot trends and identify any group problem areas rather than one-off events that just make individual agents feel singled out, deflated and demoralized.

Combat stress – nothing is worse than overwork and stress to make staff run for the hills. Maximize the latest forecasting technology to right-size your contact center for the future. Running a series of ‘what if’ scenarios can predict staffing needs for regular seasonal fluctuations like Christmas, Bank Holidays, new marketing campaigns and ultimately your organization’s long-term business plan.

Flexible working – recent innovations in self-service capabilities allow agents to trade shifts, voice their preferences for overtime shifts and request time off. Setting auto-approvals means staff don’t have to wait till the next day for an answer should their managers be out of the office or on holiday themselves.

Elevate the status of the contact center – efficient contact centers staffed by well trained professionals are good for business. Trusted agents work closely with other departments to get the answers and support they need to think outside the box and come up with their own ideas for delighting customers. They have the power to make or break new business wins and keep customers coming back for more. Managers should promote the successes of their team to senior executives to elevate the role of the contact center and gain additional trust and respect.

I believe 2017 is the year when customer service organizations will ditch the command and control approach so often applied in contact centers for one that truly focuses on customer service and trusting staff to deliver it. By adapting the strategies above, you can enjoy the rewards of improved productivity and increased customer satisfaction in one fell swoop.


Publish Date: December 1, 2016 5:00 AM

2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80

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Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019 5:00 AM
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