Executive Interview : Interview With George Cisler From Cyber Control LLC
George Cisler with Cyber Control LLC spends some time with ContactCenterWorld.com to answer what he thinks are great ideas to implement within contact centers. Our hope is that with reading his answers, you can pick up some ideas to implement within your center.
How often should a contact center leader be seen to visit with the front line professionals and sit/chat with them?
At least quarterly, maybe even monthly.
What can contact centers do to help manage social interactions better?
Group discussions, even an after hours monthly gathering.
What is the best way to engage staff who work from home?
Video conferences preferred, but audio conferences weekly at least.
What should every contact center do when it comes to recognizing staff performance?
Worker of the month, announcements of customer positive comments, survey results from emails post calls.
Who should be the person presenting internal awards to staff/recognizing achievements of the staff/center and why?
Monthly Worker of the Month, all internal, external and client feedback shared.
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?
Reductions In Force go deep and are hard to accept, but we are working not playing, we have to look at the business as a way to make money for the investors, and the board of directors has an obligation to make money, increasing revenue is much harder than reducing costs.
What is the best way to cut loose/let go an employee who is underperforming?
Make the performance of good employees a comparison to the under performer, and state time spent trying to improve your performance has run out, it is time to move on.
How often should an agents/front line professionals performance be measured from a quality standpoint and how should this be done?
What is the best way to determine which are your best and worst customers and how should you change the way you service them?
Complaints take preference and even a few problems far out weigh the massive good performance. Some customers can not accept that even internally perfection is impossible, it is a goal not a guarantee.
What in your opinion is the best way to schedule staff for a contact center? and how should you allow them to select shifts or should they be set by you?
Share a calendar generated by management and ask for comments, helpful suggestions, showing weak spots or shifts that need improvement or added help.
What advice would you give to a contact center leader who is looking at new technology for the center and how best to evaluate its effectiveness and claims made by the seller of the technology?
Use a seasoned consultant and test in a lab with a few staff before deploying, even before buying.
Can you share a tip or two on how to improve agent/front line productivity?
Training, support and cooperation.
Can you share a tip or two on how to improve agent/front line Motivation?
Great managers, team workshops and lots of communication.
Can you share a tip or two on how to improve customer satisfaction?
Treat your customers as you want to be treated.
Can you share a tip or two on how to improve reduce repeat calls in a contact center?
Good training, fantastic knowledge bases, and plenty of manager access for assistance.
What are the 2 or 3 mistakes managers often make when they recruit staff and how can they avoid these mistakes?
Trusting references, no one gives you a bad reference, check out the person independently.
Whats the best way to train staff on how to deal with a very very angry customer?
Listen and put yourself in their position, treat them like your best friend, not an enemy.
How can you educate your board on what the contact center does? Share some tips
If they do not know they are the wrong board members, change them out.
You have a customer who complains on twitter and/or facebook - how do you deal with this?
Request a private conversation and tell them a public forum is inappropriate.
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Published: Monday, December 15, 2014
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