Executive Interview : Interview With Randall Anderson from Listen Up Espanol On Ideas For Your Contact Center
Leading professionals in the contact center industry are constantly looking for new ways to improve, measure and benchmark themselves. ContactCenterWorld.com went to Randall Anderson of Listen Up Espanol who attended the Top Ranking Performers Awards Conference in Orlando and asked him to provide some ideas on improving your contact center.
How often should a contact center leader be seen to visit with the front line professionals and sit/chat with them? Please explain your answer in some detail with your suggestion for frequency and what they should do etc.
Critical to agents being engaged and not just doing the minimum expectation is a culture of teaching, caring, and inclusiveness. A key way to show those traits is to not only do regular employee surveys (and communicate and take action), but also to listen directly to the front line. Agents have a great sense of all the critical outcomes of the support staff as well as outside world. Leaders that touch base in some way or another at least once a quarter are a great example and can often learn a ton while forwarding these intentions.
What can contact centers do to help manage social interactions better?
Centers have all manners of great online tools for knowledge-bases, real time communicating (texting/IMing), posting/pushing information, etc. These technology based applications should be balanced with the interpersonal need or human touch. Employee surveys will reveal how well this balance is working and should be looked upon not just at in aggregate, but also by leader.
What is the best way to engage staff who work from home?
Face time matters. Beyond the typical, make sure video calls/chat are put in place for the employee to feel connected.
What should every contact center do when it comes to recognizing staff performance?
Recognition needs to be tailored to the center and their line of business. A key consideration, though, is a strong balance of the appropriate KPIs and subjective items.
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?
Most importantly, be clear on your desired outcomes and desired features before talking to vendors.
Can you share a tip or two on how to improve agent/front line productivity?
Employee satisfaction equals increased performance. Obtain their heart, not just their mind, and you'll be able to make changes and go through performance increases and adversity so much easier.
How can you educate your board on what the contact center does? Share some tips
Invite them to visit. Give a full tour and make sure they spend more than 15 minutes shaking hands.
You have a customer who complains on twitter and/or facebook - how do you deal with this?
Respond. Don't delete. Remember it's there forever.
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ListenTrust (formerly Listen Up Español) is a bilingual contact center for Spanish and English agent services with a focus on strengthening the person-to-person connection to improve a customer’s experience with a brand. Headquartered in Portland, Maine and operating in Mexico and Belize, the company employs over 800 agents and provides businesses with contact center services to reach consumers in the United States, Mexico and other countries in Latin America. ListenTrust offers clients a broad range of services, including inbound and outbound sales, nonprofit donation calls, customer service and lead generation. Additionally, ListenTrust provides campaign planning, scripting and advertising production services in both Spanish and English. With a focus on measurement, training and a sales psychology, ListenTrust makes it a point to turn the person-to-person customer interaction into revenue.
Published: Thursday, October 16, 2014