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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

Submit Tips


1. Ask them how you can improve the working environment
2. Ask how you can improve service to customers
3. Say thank you whenever you have an opportunity
4. Get to know every agent by first name and say hello to them when you see them
5. Praise g... Read More...

September 17, 2021
1. Include them in the selection process for furniture etc.
2. Allow good performers first choice at rota selection
3. Put in place a recognition scheme
4. Share results with them – not just ACD stats but also sales results and company performance... Read More...

September 16, 2021
Having just joined an airline reward program I wanted to speak to a representative about some queries I had. On 7 separate occasions over the past 2 days I have tried to get through – I get the IVR and select the option I need and after a few seconds... Read More...
September 15, 2021
Your staff may inadvertently making customers uneasy with the language they use. It’s so easy to use ‘negative’ words and phrases that customers hate. For example, saying “we have a problem” or “we can’t…” – negative words and phrases that may seem i... Read More...
September 14, 2021
Some contact centers provide substantial resources to help support agents/reps with information they may need, others do not.

In this hi-tech era, information is readily available on the internet and it can be embarrassing as well as frustrating ... Read More...

September 13, 2021
Today, many companies around the world utilize predictive dialing technology to screen out answer phones, dead lines etc. and increase productivity. Recently, a major cellular service provider called my cell phone and then, as soon as I answered it, ... Read More...
September 12, 2021
In this day and age of multi-channel access, how easy do you make it for customers to contact you? If you offer voice (telephone), web, e-mail, fax channels do you actively promote them? I am delighted as a consumer to see companies like AT&T printin... Read More...
September 11, 2021
Last night I called a major airline to reschedule my flight next week. I was immediately told of the charges to change the ticket, which I understood and accepted. However to fly earlier would have resulted in a huge increase in fares so I asked what... Read More...
September 10, 2021
We heard from a member in the UK who received several offers from a telephone company offering high-speed internet access at a special introductory price for a limited period. When our member called the company’s contact center to sign up she was tol... Read More...
September 9, 2021
You won't know which calls are going to teach you something about your agents or your business until after the call has taken place. For this you need to choose a system that gives you 100% recording and allows you to monitor a 'pool of calls' which ... Read More...
September 8, 2021
A system that offers trunkside recording captures the whole 'customer experience', so you will be able to hear how it feels to be the customer - from being held in a queue, to IVR interaction and call transfer. If an agent is experiencing problems w... Read More...
September 7, 2021
One of the greatest challenges facing contact centre managers is ensuring quality of service across the range of contact channels. An agent who is very skilled on the telephone might be less so at answering email enquiries. To ensure agents are gett... Read More...
September 6, 2021
Effective performance evaluation is two-way. Agent monitoring is important but equally important is making sure that customer experience is translated from the contact centre into the wider business arena. Software that offers data visualisation of... Read More...
September 5, 2021
The combination of screen and speaking waveform gives the contact centre supervisor fast and flexible access to a portion of a call, such as 'hold music' so you can find out why a call was transferred, or a significant pause in the conversation - whi... Read More...
September 4, 2021
Use a system that gives you industry standard reporting tools. Most contact centres will use industry standards to collate reports, before customising them to meet the needs of a particular contact centre. Using industry standard reporting tools co... Read More...
September 3, 2021
Integration is a key issue for the strategic performance of a contact centre. One example is the integration of a CRM system with your evaluation software, which will enable a more complete set of information about each customer. Overall, this will ... Read More...
September 2, 2021
Showing 1 - 16 of 1582 items
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