Executive Interview : Interview With Anita Ridgell From CMD
Anita Ridgell from CMD sat down with ContactCenterWorld.com to answer some questions with regard to ideas in contact centers. Perhaps her answers will inspire you to use some her suggested tactics in the coming year.
How often should a contact center leader be seen to visit with the front line professionals and sit/chat with them?
As often as possible, several times a day should be the objective. It keeps everyone connected and helps to keep everyone informed on what's going on.
What can contact centers do to help manage social interactions better?
I know lots of centers use chat and email as a way of socially interacting together keeping you at your desk and computer, but what can be even better is either to pick up the phone to talk or go visit the person in person.
What is the best way to engage staff who work from home?
To have them come into the center every so often so their co-workers can converse and see them or to enable them to participate in pot luck lunches, etc.
What should every contact center do when it comes to recognizing staff performance?
Every contact center in recognition of performance should post stats where everyone sees them, such as the break room, etc.
Who should be the person presenting internal awards to staff/recognizing achievements of the staff/center and why?
It should be their manager or upper management-CEO, etc, so that they know that their accomplishment is known up to the top and not just within their team. One of the companies I worked with always made it special by presenting the award with a framed certificate and picture afterwards with the CEO and manager and we posted the pictures within the center.
What tip or piece of advice would you give to a contact center leader who is under pressure from the board to cut costs when you know it will affect customer service?
To make sure your team is prepared by knowing what the change is (to cut cost), when it is going to take place and to have talking points ready so the reps know how to respond. It could be, for example, you are no longer open on Saturday to service customers, but the right prepared response to an irate customer about the change can have a tremendous impact.
What is the best way to cut loose/let go an employee who is underperforming?
Document, Document, Document everything about the person who is under-performing. That way when you have discussions leading up to letting the person go. The documents in the person's personnel folder says it all.
How often should an agents/front line professionals performance be measured from a quality standpoint and how should this be done?
Daily, Weekly, Monthly, Quarterly is what we currently report on for Quality. I think if you keep what you are measuring simple and in a consistent format, such as Call Quality, Productivity, Attendance, Punctuality, it streamlines the process of reviewing a representatives performance with their manager and can be very helpful, especially for managers with large teams.
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