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Don’t Hide Behind A Tape Player!

Now that technology enables us to remotely monitor what happens in the contact center, there is a danger that the visits we used to make where we sat next to agents taking calls and asking them ‘what’s happening and how they are’ may disappear. It’s important to have a high visibility of management (contact center and general corporate management) and maintain the personal touch that helps motivation, develop a sense of belonging and aid in discussions on what can be improved etc. So if you have stopped those side by side sessions, now’s the time to start again!

Submit Tips

TIPS
Voice Mail
If you have voicemail, check the setting of the recording time to make sure it’s not too short. You will notice this if messages are cut off mid flow – it’s very annoying for your callers and is very easy to fix!

ContactCenterWorld.com
Read More...
May 27, 2022
 3630 
Suggestion Box
When some companies talk about their suggestion boxes they get all enthusiastic and rave about the golden nuggets that can be found. It doesn’t really matter if out of 100 suggestions there is just 1 great idea. Reward suggestions with valuable incen... Read More...
May 26, 2022
 1
 2327 
Walk The Floor
How often do your contact center reps see you? In some contact centers the manager is never seen. Book time in your schedule to walk the floor and sit down with the reps from time to time, listen in to some calls (be friendly, helpful and above all n... Read More...
May 25, 2022
 3

Raj Wadhwani | ContactCenterWorld.com

this is so easy to do!

July 30, 2014 7:20 AM EST
 2713 
Be Creative With Wallboards
Many contact centers utilise wallboards providing real time information on call status. Be creative with their use and use them to announce birthdays, awards to staff members - it’s a great motivator to see your own name in lights! Use the wallboards... Read More...
May 24, 2022
 1
 1921 
Increase Spending Where It's Visible
It’s easy to spend budget for your contact center. However it can sometimes be harder to spend budget where it is visible, for example buying a water cooler for the agents will be noticed far more quickly, and probably with greater appreciation, than... Read More...
May 23, 2022
 2082 
Recruit By Phone
Many contact centers still recruit using traditional recruitment processes i.e. receive résumé’s/CV’s, arrange interviews and hire staff. You should introduce ‘telephone screening’ into the process as soon as possible and, if possible, telephone role... Read More...
May 22, 2022
 1
 1672 
Don't Share Everything
When you're up against a wall and things are getting tough for you, make sure you hide any negative feelings or pressure you may have otherwise you may find that your agents pick up on this and this can have potential negative effects on your whole c... Read More...
May 21, 2022
 1
 1798 
Play Your Agents Their Calls
Recording calls in your contact center is a valuable way to assess quality and develop great service. Some contact centers have to record calls because of legal or other reasons, others choose to do so to increase quality. If you do record calls, let... Read More...
May 20, 2022
 1

Raj Wadhwani | ContactCenterWorld.com

Do you do this in your center?

July 25, 2014 8:37 AM EST
 3576 
Share Information
Take time to share information with your contact center team. We don’t mean just standard company news – every contact center agent should be able to view the performance stats of the contact center such as speed of answer, calls answered, sales resu... Read More...
May 19, 2022
 2
 2359 
Think About Demotivating Your Staff
Here’s a really great tip to help you motivate your staff! Simply work with your management team to come up with as many ways to demotivate your staff such as cancelling the Christmas party, changing rotas without discussion, taking away privileges, ... Read More...
May 18, 2022
 1
 2157 
Check Your Number
Ever been in a contact center where the calls don’t come in when they are supposed to? When your company sends out information packs, make sure someone checks the telephone number or even that there is one! We once came across a major UK bank who sen... Read More...
May 17, 2022
 1
 2460 
Cancel Training At Your Peril
When you plan training for your agents, team leaders or managers, make sure that the time for training is adhered to – even when it’s busy! All too often training gets cancelled at the last minute because of call volumes. By constantly cancelling tra... Read More...
May 16, 2022
 2
 3854 
Voice Mail
A major problem for companies these days is communication. Despite all the great technology available, little consideration is given to training staff on how to use voice mail. Today's tip is on behalf of everyone who has ever called someone only to ... Read More...
May 15, 2022
 2076 
Complaints
Develop a complaints procedure so that any complaints received by post, fax, e-mail, via the web, in person or by phone are logged and tracked. Most importantly make sure you deal with them in the timeframe agreed with the customer. A simple tracking... Read More...
May 14, 2022
 1
 2502 
Power Hour
If you have sales reps/agents, give each one a power hour, during which they are not allowed to talk to colleagues (unless absolutely necessary). They have to spend as much time as possible talking to customers - don't allow anyone to interrupt them... Read More...
May 13, 2022
 1
 6373 
Customer Satisfaction
Do you measure customer satisfaction? Do you ask callers to your center what they think of your service and how it can be improved? Do you then listen to their feedback? Some of you do, others don’t and there’s a few of you who may think you may be, ... Read More...
May 12, 2022
 1
 2455 
Showing 1 - 16 of 1834 items
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Upcoming Events
2022 EMEA - Next Generation Contact Center & CX Best Practices Conference
The 17th Annual Best Practices and Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies! Read More...
 5755 
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