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Benchmark Versus Best Agents

When you are developing your team to achieve high standards of performance, find out what makes your best performers the ‘best’ by interviewing them and testing their skills. Use your findings to start setting goals for other agents within your center but be aware not everyone will be as good as your best agents, however, having goals will help you improve your agents.

Submit Tips

TIPS

If a company is looking at investing in CRM technology I would advise them to first drive it from the top. A CRM project has to be driven by the very top of the company, otherwise it will never succeed.

Second, don’t throw away your existing syst... Read More...

October 6, 2022
 1
 2127 
To improve customer service I would first suggest that you make sure that you understand customer’s expectations and keep in mind that those expectations could change tomorrow. Make sure that your measurement process is a process that is going to be ... Read More...
October 5, 2022
 1988 
For someone looking at a quality monitoring/recording system for the first time I would recommend that they outline exactly what it is that they want to achieve from the quality monitoring solution that they are buying. There is a lot of variety out ... Read More...
October 4, 2022
 2413 
If a contact center manager is looking at technology solutions from a number of different vendors then they need to look at the total solution and not just the individual components. Once you’ve selected the total solution then you really need to sta... Read More...
October 3, 2022
 1938 
One of the biggest problems today is that quality is only associated with the call centers. Agents can only do so much to improve what they do, and they rely on the enterprise to fulfill promises that they make. If the enterprise is not providing the... Read More...
October 2, 2022
 1269 
The issue of agents sounding like they are reading off a script is definitely a training issue. What we need to do is put as much information as we can on the screen or in front of the agent so they feel comfortable in their job. If they are comforta... Read More...
October 1, 2022
 3277 
If you are looking at a quality monitoring/recording system for the first time you need to sit down with a team of people that will be using the system. You really need to understand from them what they need, how easy they need it to be, how user fri... Read More...
September 30, 2022
 2340 
If you are testing solutions for the first time I would first look at the skills that you are testing for. Secondly, determine how flexible that solution is, and how it fits with your company’s needs. You also need to determine how easy it is to use,... Read More...
September 29, 2022
 2180 
With regards to pre-employment testing you first need to determine what information you are trying to find out about perspective employees. Pre-employment testing covers a wide range of information that can be evaluated. Next, don’t assume that one t... Read More...
September 28, 2022
 2494 
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 ... Read More...
September 27, 2022
 4490 
If someone were looking into implementing a selection system I would suggest that if they can answer a few questions in that process, then they will be better off in the long run. The question is what do they want to accomplish by that? Is it simply ... Read More...
September 26, 2022
 1894 
If you are looking at using an external training company you first need to look if they have the experience of your industry. Do they speak your language and not their language? If we are talking about the tele-sales industry, then it is usually the ... Read More...
September 25, 2022
 2598 
Simulations are not new. A lot of companies have simulation types of solutions. The key is making sure they represent real life examples, and duplicate that as closely as possible. The most important thing relative to getting a simulation, is keeping... Read More...
September 24, 2022
 1546 
With regards to looking at a new location, you can look at risk mitigation. You need to evaluate whether you should have a global footprint versus going to one particular market and setting up one particular facility. In other words, do you want to h... Read More...
September 23, 2022
 1950 
If you are looking at a workforce management system for the first time I would advise you to start with the business and think about your people. Fundamentally when you deploy workforce management techniques and tools you are changing people’s workin... Read More...
September 22, 2022
 2143 
There are three key things that companies looking to set up a new call center operation needs. First, and most important they would need labour. Second, would be the suitability or availability of a suitable site. Last, would the availability of the ... Read More...
September 21, 2022
 1
 3003 
Showing 1 - 16 of 1096 items
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