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Employees

I would advise someone that works on the phone all day to find out a lot more about the company itself. I like to make sure that I understand the culture, and what the approach to that client is. Taking that into consideration I would most likely do a workshop, which can be fun for the employees while also focusing on their development. In the workshop we would look at things like how your voice sounds, ways to improve your voice, and tips and techniques to maintain your voice. An agent waiting for a call should hum, or sing to warm up the voice, and make sure that the voice can project. One thing that sooths your voice is a glass of room temperature water with a slice of lemon. The zest of the lemon sooths your voice, and it makes sure that you are not gasping for air while you talk to an individual. - Katrina Anderson, Independent Training Coach and Consultant

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TIPS

We believe that enterprise personalization is the ability to personalize consistently all of your communications or contacts that you have with your customers, your employees, your partners but primarily your customers. You need to be able to know th... Read More...
May 18, 2021
 1144 
For someone looking at an external training company I would recommend to take a close look at the capabilities of the training firm. Training is all that they do, so there is probably not a lot of doubt there. They have research that supports what th... Read More...
May 17, 2021
 1088 
Contact Center Managers looking into self-service functionality should first look at the process side of it; don’t just assume that you can move an internal business process to be an external business process. You need different processes and differe... Read More...
May 16, 2021
 828 
Outsourcing companies definitely benefit from certification because it is a tool that they can use to show their clients that they can actually provide the best service, most efficiently because they are certified. Other companies that actually use a... Read More...
May 15, 2021
 1224 
When you focus on quality monitoring it is so important to get the agents engaged in the whole process and get them to realize first and foremost that this is not a big brother kind of product that the enterprise wants to implement; it is for the goo... Read More...
May 14, 2021
 2
 1684 
A Contact Center Manager who is looking at technology solutions from a number of different vendors needs to be clear on the business benefits. You need to make sure that the platform itself is an open database so that you can manipulate and generate ... Read More...
May 13, 2021

Stephen Pace | SJS Solutions

Customers first need to look at their culture and make sure they either seek help in creating engaged, happy employees or put their own programs in place so when the new tech arrives it makes a difference. Tech does not change culture.

May 13, 2021 4:08 AM EST
 1366 
A Contact Center Manager who is looking at investing in real-time information solutions should recognize that there are a number of learning’s that the customer’s give us. One tip is to trust empowering the agents with information. There is a tendenc... Read More...
May 12, 2021
 2666 
There is nobody out there right now that is purely selling an ACD; what they are selling is an ACD with a contact distributor but with a number of features around that. ACD is becoming more of a software type of application; queuing, routing, reporti... Read More...
May 11, 2021
 1
 1894 
A Contact Center Manager who is looking at technology solutions from a number of different vendors should do their homework and look for a vendor that is going to be able to supply some of the requirements that they have prepared for. It is also impo... Read More...
May 10, 2021
 1293 
If you are a Contact Center Manager looking at your telecom suppliers you should be considering the resilience, reliability and your service level agreement and how you can cope with that. From an operator point of view you want flexibility because y... Read More...
May 9, 2021
 2705 
Somebody who was looking at IP PBX's should look under the hood. There are a lot of promises of what the systems can do, but there are a lot of architecture discussions without relating it to the customer’s environment. One solution may be to go all ... Read More...
May 8, 2021
 1584 
For someone looking at knowledge management for the first time I would suggest to understand that knowledge management is a matter of not only tools and techniques but it also involves understanding the processes that you are going to follow, and als... Read More...
May 7, 2021
 2
 1940 
Contact Center Managers looking for knowledge based solutions for their company need to really understand that knowledge management is more of a cultural process project then it is a technical challenge. The technology itself is straight forward, but... Read More...
May 6, 2021
 1503 
When it comes to buying PBX's/ACD technology you need to identify the real need. Is an IP solution what I need? Can I afford the infrastructure update? Am I better suited by TDM?

First begin by determining your true needs and then make the best de... Read More...

May 5, 2021
 1
 1187 
My advice for Contact Center Managers looking at speech recognition is to go for it! If you’ve got a large scale call center or a large customer base that you are trying to communicate with, then speech technology probably has a place to play in your... Read More...
May 4, 2021
 2376 
If you are running a call center take the time to really understand your call center and why your customers are calling. It is important to know who is calling, how often they are calling, the objective and the goals they are trying to achieve, and w... Read More...
May 3, 2021
 2230 
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