The old adage “you get what you pay for” may be true, but there are times when it is simply not possible to reward your best agents with the raises they may deserve.
Thankfully, there are other methods that can be just as successful, and keep those superstar agents from seeking other employment. Try these three ideas and let us know if they work!
Too often, training sessions focus only on what an agent did wrong. After too many of those, the agent will either quit or tune out the feedback.
Agents that only get things wrong won’t be with you long anyway, so it’s safe to assume that the rest are doing a generally good job – there are just some areas where improvement is possible. Make training about what went well – praise the areas where each excels. And when some correction is needed, help them to understand why the change is necessary, so it doesn’t sound like criticism for the sake of criticism.
“Customer service is our top priority” is a nice slogan, but by itself it won’t motivate an agent to a better performance. However, such messages are more effective when delivered not from the manager, but from the customers themselves.
Share any customer data you have with agents, from surveys to interviews to recorded calls. Or take it one step further and set up one-on-one conversations between agents and your best customers. Let them meet the people that rely on them for a quality experience. If they can picture a real customer in their minds as they take every call, it will motivate them to bring their ‘A’ game every time.
Divide the agents from each shift into two groups – boys against the girls, newcomers against the veterans, fans of opposing sports teams – and have them compete for better performance on specific customer service goals.
And here is one extra tip: Monet Metrics, which delivers the means to analyze agent performance, and personalized scorecards that motivate agents to self-manage their performance.
Publish Date: July 4, 2018 5:00 AM
|1.)||Alliance Infotech Pvt Ltd|
alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.
|2.)||Alycom Business Solutions|
CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.
We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.
We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.
Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation
& several other capabilities
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.
FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.
FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive
Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.
CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
|Helping Agents Buy Into Workforce Optimization||October 1, 2018 5:00 AM|
|The Competitive Edge Delivered by Speech Analytics||October 1, 2018 5:00 AM|
|Cut Every Customer Call By One Minute||October 1, 2018 5:00 AM|
|Remote Agents: Making That System Work With Workforce Management||October 1, 2018 5:00 AM|
|Comfort Pets at Contact Centers? Why Not?||October 1, 2018 5:00 AM|
|Five Musts for Your Workforce Optimization Solution||August 29, 2018 5:00 AM|
|The “Now You Knows” of Speech Analytics||August 29, 2018 5:00 AM|
|Can Contact Center Agents Replace In-Store Employees?||August 29, 2018 5:00 AM|
|Healthcare Contact Centers: The Open Enrollment Crunch||August 14, 2018 5:00 AM|
|5 Tips to Optimize Contact Center Scheduling||August 13, 2018 5:00 AM|