Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

THE NEXT EVENT STARTS IN: 1 DAY - REGISTER NOW -

Upcoming Events

CUSTOMER EXPERIENCE BEST PRACTICES

HOME AGENT TECH & ENVIRONMENTS

CUSTOMER LOYALTY

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

WORKFORCE MANAGEMENT

The top priority for team leaders – people engagement - Future People - ContactCenterWorld.com Blog

The top priority for team leaders – people engagement

The contact centre is often the customers’ only connection with the organisation, so the engagement of that customer is critically linked to the service each agent provides. An agent who is being mentored, developed and coached by their team leader is key to providing the plus-one levels of discretionary effort that shows up in tone of voice and willingness to serve by the agent on the end of the phone.

And they do this, not because they’re following a script that tells them to thank the customer at the end of the call, but because they truly buy into the values of the organisation that places the customer at the heart of everything they do. And even more importantly, they care about the customer because in turn, they feel cared about by their leader.

Having a team of agents who are continually motivated to give a truly great customer experience is no small ask, yet this is what hundreds of team leaders are doing, day in and day out, all over the country.

Forget monitoring KPIs, analysing spread sheets and replying to a never-ending stream of (internal) emails, it’s the relationships a team leader fosters with the people they lead that really drives performance.

  • Are they demonstrating to their team what to do?
  • Are the leading by example?
  • Are they building trust?
  • Are they coaching underperformance and building confidence?
  • Is the team truly engaged?

Leading psychologist Daniel Kahneman is the founder of Peak End Theory and his work tells us that when people reflect on an experience (for the purpose of this article, let’s say a call to a contact centre) it’s the peak moments they remember, good or bad, and the way the call ended. A team leader who knows this, because they’ve been coached this way will share this with their team ensuring they are mindful of the way a call starts, their tone of voice throughout, and that the call ends positively.

Ensure your team leaders are truly equipped to lead, coach, mentor and develop their teams with our eQ+ FutureLeaders program.

For more information please call Ruth on 0488 132 334 or email rhamilton@futurepeople.com.au.

Source: http://www.futurepeople.com.au/why-the-team-leader-is-critical-when-delivering-on-customer-experience/

Publish Date: May 28, 2015 5:00 AM


2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
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.

3.) 
Knowmax

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.

4.) 
Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 



View more from Future People

Recent Blog Posts:
Fair Work Commission Minimum Wage reviewMay 29, 2015 5:00 AM
Fair Work Commission Minimum Wage reviewMay 29, 2015 5:00 AM
The top priority for team leaders – people engagementMay 28, 2015 5:00 AM
Reflections on leadership; the ‘why’ is just not enoughMay 28, 2015 5:00 AM
Why recruiting top talent shouldn’t be the first priorityMay 27, 2015 5:00 AM
Behavioural agility – the new silver bullet for contact centresMay 27, 2015 5:00 AM
FutureLeader of the quarter awardsApril 29, 2015 5:00 AM
Recruiting for multi-channel – rise of live chat – new skills on the front-lineApril 22, 2015 5:00 AM
Green talent and effective leadership key to retention in contact centresApril 22, 2015 5:00 AM
Worst call ever’ competition: put your own oxygen mask on firstApril 22, 2015 5:00 AM

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =