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Discover Your Needs

If you are looking at a quality monitoring/recording system for the first time I would advise you to first do an internal needs analysis, to find out what you really want to do. When you figure out what your needs are, then go out and buy according to those requirements and needs. Ask the vendors how they can meet those requirements. Finally make sure that you can tie everything together. - Terry Ryan, President & CEO, HigherGround

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TIPS
Empathy
It is very easy to lose customers when you have staff who are unable to empathise with customers. Whilst setting priorities for training, ensure that you cover in detail ‘empathy’ so that when a customer explains a situation or their dissatisfaction ... Read More...
July 2, 2022
 3
 1963 
Who Do You Want?
When we called one of the world’s leading CRM companies and asked for the marketing person named on their recent sales mailer, I got the response “Who? ...there’s no one here with that name, are you sure you have called the right company?” When I res... Read More...
July 1, 2022
 1
 3047 
Fair Incentives
If you run any incentive scheme ensure it’s fair and everyone has an equal chance of winning. An example of an unfair scheme we came across was when we visited a travel company’s contact center. The company was pushing a new travel insurance product ... Read More...
June 30, 2022
 1

Rick Clarke | Global Reward Solutions

You may also consider multiple levels of rewards so that there is continued momentum and motivation to sell more of the insurance packages. If there is on;y a single reward, once that has been won why try to sell more?

April 13, 2017 9:06 AM EST
 2906 
Voice Mail Cleanup
Do you have a regularly clear out of your voice mail messages? Recently we have come across several organisations where you are asked to leave a voice mail message and then get a message to say you can’t because the mail box is full! Make sure you ha... Read More...
June 29, 2022
 2270 
Training Sweetener
When you run a training session, no matter if it’s for systems or soft skills training, try and always have a bowl of sweets in the training room for the attendees. It does not cost much but from the hundreds of training sessions I have run, they hav... Read More...
June 28, 2022
 2
 2013 
Brand & Service
Do you have a leading brand? If you are regarded as one of the premier companies in the world, or have a leading product brand, then check that the service you provide to your existing and potential customers meets their expectations.

For example... Read More...
June 27, 2022
 1
 2677 
Faxes Into Your Contact Center
We all measure stats for calls – the number in, number abandoned, etc. Do you also measure stats for other communication channels such as e-mails, faxes etc? Last week we faxed a call center 3 times and did not receive a single call back even though ... Read More...
June 26, 2022
 3112 
Check Your Literature
On a recent business trip to a contact center expo, I noticed a fantastic voucher offer for a reduced cost meal for 2 at a leading diner in with the airline cutlery pack handed to us with lunch. When I read the small print I noticed that the voucher ... Read More...
June 25, 2022
 1572 
Choose Your Rota!
When it comes to rewarding agents who excel or achieve targets, etc. a ‘no cost’ reward could be to let them choose their own rota for the next rota period. It’s little things like this that can make a great difference to morale and won’t break the b... Read More...
June 24, 2022
 1
 1937 
Sporting Occasions
There are always some major sporting events going on somewhere in the world. If you have teams of agents try linking them to the events for some fun. For example with say the World Cup football championships, give every team in your contact center an... Read More...
June 23, 2022
 1
 2997 
Outsourcing Service Agreements
If you currently work with, or plan to use an outsourcing company, it is worth spending the time to produce a service agreement covering all aspects of service delivery such as service levels, costs, time to action system changes, training costs etc.... Read More...
June 22, 2022
 2
 3807 
Stop-Start-Continue
When you train your staff, make sure everyone completes a Stop-Start-Continue sheet at the end of the training sessions. The best way to do this is to take a standard page and split it into 3 with the heading STOP – where agents write a note to say w... Read More...
June 21, 2022
 1
 2313 
Memorable Numbers?
It’s always better if you can offer your customers memorable access to you via telephone numbers. As well as alphanumeric telephone numbers, some companies have been creative with their choice, for example a financial services company offering loans ... Read More...
June 20, 2022

Raj Wadhwani | ContactCenterWorld.com

there are some great ones out there!

August 25, 2014 12:26 PM EST
 2168 
Recruiting The Right Staff
When recruiting new staff for your contact center, a useful tip to help in the selection process is to organise a tour of your contact center for potential applicants (candidates). Another tip is to have the candidates sit by existing agents for a 5-... Read More...
June 19, 2022
 1
 2065 
Offer Voice As Well As Touch Tone (Part 1)
It is still unwise to assume that every caller has a touch-tone phone. If you use an automated attendant to answer calls then consider those who do not have a touch tone phone, or who do but may not have switched the phone to touch tone mode! There a... Read More...
June 18, 2022
 3435 
Team Names
If your contact center, like most, operates with teams consider giving each a team name. One of the best ways to do this is to ask each team to come up with their own name – usual ones include baseball teams, football teams, basketball teams, etc. If... Read More...
June 17, 2022
 9081 
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2022 APAC - Next Generation Contact Center & CX Best Practices Conference
The 17th Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
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