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Article : Top Tips For Getting Your Staff To Improve Customer Service

We wanted to know from contact center professionals their top tips in regards to getting staff members motivated to provide the best possible customer service. Each tip provides wisdom that can help you find the way to excelling in your service levels.

- a survey by Joss Jalbert, ContactCenterWorld.com

Sue Warner
Call Center - Manager
Southampton Solent University
United Kingdom

"People are generally more capable than managers give them credit for and enjoy being involved in solutions. Treat them as you would wish them to treat your customers and involve them in improvement. They usually know what needs fixing and just need the tools and methodologies to help them."
About Southampton Solent University

Southampton Solent University is one of the UK's newest universities, since we became a university in July 2005 and officially changed our name on 15 August 2005. But although our name is new we're al... (read more)
 
Dan Whelan
Senior Vice President, Worldwide Support
Epicor
United States

"Commitment to customer satisfaction. When it comes to your staff it is important to hire people who sincerely care about the needs of others. An employee that honestly cares about the welfare of others will make the best effort to satisfy their needs and wants. Maintaining a staff that takes pride in supporting and solving customer problems is the best way to provide the highest level of customer service."
About Epicor

Epicor Software Corporation drives business growth. We provide flexible, industry-specific software designed around the needs of our manufacturing, distribution, retail, and service industry customers... (read more)
 
David Shaffer
Director
Intrado
United States

"Tackle call pattern forecasting to within 90%. Until you know when you actually need your agents there, you are never going to overcome high queues and long wait times for customers."

 
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Aditya Bhalla
Practice Head, Innovation Practice
QAI Global Institute
India

"Situations cannot be pre-scripted but the skills to structure the handling of any situation can be taught. Staff has to be taught key skills related to resolving contradictions making use of readily available resources to make them more innovative in their thinking.

Systems can crash, staff strength may be low on any given day, the volume of customer transactions may spike and many other things could go wrong but the structured approach to each situation remains unchanged. This is a key skill that staff need to be taught to avoid situations like staff blanking out for lack of answer, staff regurgitating what was taught to them in their induction training."
About QAI Global Institute

QAI is a process consulting and training company helping IT and BPO organizations achieve operational excellence. QAI India has been consulting clients on framework-based models.
 
Silvio Stroescu
Head of National Channels, Analytics and Support
Tangerine
Canada

"Place more emphasis on people skills versus technical expertise/experience. Hire people oriented agents who genuinely care about helping others and they will overcome technical learning curves. The genuinely care factor is very difficult to teach."
About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
 
Phil Taylor
Head Of Sales & Service Toronto
Tangerine
Canada

"High employee engagement is the first step to good/great customer satisfaction scores. Proper coaching and training is also required, but if you have the commitment and engagement from your team members you’re heading in the right direction.."
About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
 
Russell Schmidt
Ceo
Extenda Communications
United States

"My tip would be for managers and not for the staff. Role playing, quizzes, and interactive training will get better results than handing out employee handbooks and pacing the floor admonishing employees that don't have their shirts tucked in or sound tired on the phone. Having employees play your customers can help them anticipate problems, learn to have empathy, and think like your customers do."
About Extenda Communications

Started in 1970 by Cyril and Sheldon Schmidt, Extenda has grown and adapted with each wave of change sweeping the communications industry. No other company can provide the depth of experience or the t... (read more)
 
Steve Shefveland
Ceo
Ashesi Global Services, Inc.
United States

"Put yourself in the mind of your customers. Most of us have had a poor customer service experience at some point in our lives, and we often find ourselves saying, "if they would only take time to think about how this makes me feel.""
About Ashesi Global Services, Inc.

Ashesi Global Services, Inc. (AGS) is a privately held global outsourcing company. We operate within the Business Process Outsourcing (BPO) industry. AGS is headquartered in Phoenix, Arizona USA and h... (read more)
 
Robert Wint
Senior Vice President Marketing, EMEA
Verint
United Kingdom

"Trust your staff more, and give them the training they need to be more successful. You invariably get significant performance improvements when you give contact centre agents more control over different aspects of their jobs."
About Verint

Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
 
John Gourdin
Call Center Director
Global Premier Benefits
United States

"S-O-P. Standard Operating Procedures. There's few things more frustrating than asking two agents the same question and getting two different answers, then escalating to a supervisor and getting a third answer, then reviewing your account documents and finding that none of the answers are consistent with the guidelines you have in writing.
Standardize your processes and get everyone working from the same playbook."

 
Christine Bryant
Contact Centre Manager
Wunderman
United Kingdom

"Recruitment and selection of agents who have a positive attitude, as being enthusiastic during the call will open up impactful conversations, knowledge and other skills can be trained in, but a good attitude is part of persons make up."
About Wunderman

Wunderman is a network of advertising, marketing and consulting companies with offices in 60 countries. Headquartered in New York City, Wunderman is part of Young & Rubicam Brands and a member of WPP... (read more)
 
Jaime Scott
Head of Global Quality
Capita
United Kingdom

"When we analyse calls handled by agents that receive the highest customer satisfaction results there are quite a few observations that differentiate their calls. Using the ContactPlus evaluation framework, those agents who provide a great service rate higher on skills and behaviours such as listening, questioning and empathy. However, if I were to distil these skills and behaviours into one tip it would be – "Always try to deal with each customer the way that you would like to be treated". It really is the golden rule, and all of us who work in call centres also spend enough times speaking to call centres as a customer to be able to put ourselves in the shoes of our customers."
About Capita

Outsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved c... (read more)
 
Richard Blank
Ceo
Costa Rica's Call Center
Costa Rica

"Burn out. Managers and agents have to be very aware of the initial signs of burn out, cancers or agents that play the "wait till I get fired game". Momentum and rhythm can either make or break a campaign and there should never be a weak link to the chain. Address the situation immediately, show compassion and if possible, work with the agent to have them find their composure and go the distance. If you see the agent has lost their spark or desire to be successful, they must be removed and substituted with a fresh face that is ready to conquer the world. Just remember, it is nothing personal and is in the best interest of the company and especially, the client."
About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
 
Ronni Marshak
Senior Vice President
Patricia Seybold Group
United States

"Empower your support staff to make decisions on exceptions--the best retailers do this. When you have a problem, the CSR offers solutions and often includes some sort of compensation (e.g., free shipping, a discount, a credit, etc.) for your trouble. Educate the CSRs so they can make these decisions and help smooth rocky customer relationships."

 
Steve Callahan
Practice Development Director
The Nolan Company
United States

"Take the initiative to be an advocate of your clients. Put the requirements for training, scheduling, documentation, procedures, and systems needs in the context of how it will enable superior service. Help management understand WHY things have to improve so that a clearly communicated ROI in terms of service improvement, customer retention, and over time market share, can be attributable to what may appear initially as trite requests. Have the courage and fortitude to persist - companies need more "heroes" at the front line, and to get them, it is going to mean taking the risks to get that point across."

 
Nina Kawalek
CEO
RCCSP Professional Education Alliance
United States

"Contact center science shows that of all quality drivers and drivers of employee commitment to customer satisfaction, one of the most powerful is supervisory and peer support of fellow service team members during the service delivery process. Provide adequate supervisory support, and cultivate team-based support processes and practices. If you want to raise employee retention, hire, train, and retain great call center supervisors. Look for (or cultivate) supervisors that have exceptional skills in team building, conflict management, quality monitoring, training, mentoring, time management, attrition management, coaching, coaching and coaching. Then make annual supervisor training mandatory, for current supervisors and team leads.

Good supervisory support practices in a team environment are infectious. You’ll reap more and more service improvements for less and less investment."
About RCCSP Professional Education Alliance

RCCSP, celebrating a quarter century of service to the contact center industry, provides access to a portfolio of professional contact center industry certifications and accredited certification train... (read more)
 
Todd Baxter
Evp/Coo
Optum
United States

"Make sure one of the final steps in the selection process involves, if at all possible, having the candidate spend time on the production floor with people actually doing the job for which they are applying. It's an eye opening experience to some, and despite best efforts many do not seem to fully grasp the concept until they see it "live." I'll also offer another tip - Employee Engagement teams. Make sure front line employees (a sub-set that represents the larger group) are activily involved in issue resolution, policy creation and continuous improvement efforts of the site to the greatest extent possible. They usually have the right answers. When in doubt (and often when not), ask the front line employees."
About Optum

Optum is a provider of information and technology-enabled health services business dedicated to helping make the health system work better for everyone. Optum is powering modern health care with nearl... (read more)
 
Jonathan Grant
Ceo
Vonage
United Kingdom

"To deal with any enquiry at the first point of contact and when it can’t be resolved straight away be pro-active in responding. Never leave a customer feeling like their problem has not been taken seriously or solved.

If you act fast, customers are more likely to want to return to you. Even if you don’t get the problem resolved first time the fact that you have contacted the customer to provide them with an update will leave them with a positive experience."
About Vonage

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)
 
Pat Webber
Change Manager
Metlife
United Kingdom

"To attend correct customer service training. Any training that is given must be fully piloted and examined to ensure that this is correct for the call centre that you are trying to develop. There are many courses that are available and places for example the Industrial society may be something that may be considred."
About Metlife

Metropolitan Life Insurance Company or MetLife for short was founded in1868. MetLife, Inc. is a provider of insurance and other financial services to individual and institutional customers throughout... (read more)
 
Dave Thomson
European Marketing Manager
Cisco
United Kingdom

"Staff want to do a good job, but 95% of what goes on in a call center is controlled by the processes. Look at improving the processes to help the staff shine."
About Cisco

Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. The... (read more)
 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Ask For Ideas

Read today's tip or listen to it on podcast.

Published: Wednesday, May 26, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 
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