Category Archives: Call Center

Curb Call Center Attrition by with Dealing Poor Performers

Suzanna Colberg — May 6, 2020 No company wants its worst performers to stick around for a long time. However, for many call centers, this “reverse attrition” problem is exactly what happens. Employees who execute interviews beautifully leave you with the kind of buyer’s remorse even your most bitter customers could only dream about. Sometimes … Continue reading Curb Call Center Attrition by with Dealing Poor Performers

Are you effectively monetizing, measuring and maximizing your inbound call volume?

Learn how A.I. in call analytics can help you predict caller intent, measure caller tone, and drive more revenue from inbound calls. Marc Sirkin on April 16, 2020   Marketers are using call analytics platforms to identify the rich data and consumer insights hidden in the growing volume of inbound calls. Call analytics platforms are … Continue reading Are you effectively monetizing, measuring and maximizing your inbound call volume?

Prepping your Team for Unique and Complicated Workplace Scenarios: How to Orchestrate a Call Center Business Continuity Plan

Laura Krajewski — March 20, 2020 In just the last few days, the way we work as a nation has had to shift dramatically. Before this week, I hadn’t even heard of social distancing. But now, schools closing, large events canceled, and entire companies moving to remote work, everyone has felt the effects of COVID-19 … Continue reading Prepping your Team for Unique and Complicated Workplace Scenarios: How to Orchestrate a Call Center Business Continuity Plan

The Anatomy of a Successful Call Center: A How-To Guide for Managing a Call Center Team Full of Stellar Agents

Laura Krajewski — March 15, 2020 Stop me if you’ve heard this story before: You start your job as a new customer service agent at your company. You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. You learn the products, services, and you know how … Continue reading The Anatomy of a Successful Call Center: A How-To Guide for Managing a Call Center Team Full of Stellar Agents

Call Center Improvement Strategies that Work: 4 Ways to Offer Your Agents Instant Feedback and Finally Deliver on Your Customer Experience Promises

Veronica Krieg — March 9, 2020 Have you ever heard of Flashbulb memory? Flashbulb memory is our tendency, as humans, to only remember experiences where our emotions run high. The thrilling time we went skydiving. The upset we felt when we didn’t get that promotion. Or, the infuriating call we had with a red-hot customer … Continue reading Call Center Improvement Strategies that Work: 4 Ways to Offer Your Agents Instant Feedback and Finally Deliver on Your Customer Experience Promises

Do Your Reports Spark Joy? Tidy Up Your Reports to Reduce Call Center Stress and Boost Agent Engagement

Laura Krajewski — March 3, 2020 I have a bad habit of biting my nails. I know, I know, I need to stop. Every couple of days I say to myself, this is it. I’m not going to bite them anymore. But then, I’ve got a handful of impending deadlines, a meeting I’m dreading with … Continue reading Do Your Reports Spark Joy? Tidy Up Your Reports to Reduce Call Center Stress and Boost Agent Engagement

Building Your Own Professional Development into your Call Center Strategy: The Top 5 Call Center Manager Skills to Help your Team (and You) Thrive

Laura Krajewski — February 24, 2020 Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. Your agents ping you constantly asking for advice. You’ve got a running to-do list with KPIs to track and updates to make to training materials. And, you have a meeting … Continue reading Building Your Own Professional Development into your Call Center Strategy: The Top 5 Call Center Manager Skills to Help your Team (and You) Thrive

Finding Greater Success as a Leader in your Call Center: 5 Soft Skills Every Manager Needs to Get a Leg Up on the Competition

Laura Krajewski — February 7, 2020 I graduated from college with a Bachelor of Arts as an English Major and everyone asked me, “Are you going to be a writer? A teacher? What are you going to do with an English degree anyway?” And then I stepped immediately into the tech industry. Since I graduated, … Continue reading Finding Greater Success as a Leader in your Call Center: 5 Soft Skills Every Manager Needs to Get a Leg Up on the Competition