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Ask Agents What They Dislike

Often we focus on what agents like in their jobs but how often do we ask what they dislike? Often their dislikes will not be made public and, whilst the agents may discuss them with their peer group, you as a manager may never know. Take time out of your schedule and actively encourage agents to tell you about what they dislike – ask them what could be done to change things and you will find many agents giving you some great ideas that will also help motivate the center as a whole.

Submit Tips

TIPS

When you send your customers any correspondence that excludes the name of the sender, what does the customer think? Probably they will think ‘Does this company really care about me?’ By avoiding names, the company is probably telling you they don’t w... Read More...
September 22, 2020 5:00 AM
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When I call a company and am told I need to speak to another department on a different number, I expect that department to be open the same hours as the one I first contacted. If it’s not, I expect the center that is open to be able to deal with some... Read More...
September 21, 2020 5:00 AM
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Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
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