by Suzanna Colberg April 1, 2016April 1, 2016 Your call center agents drive a great deal of your business’s success. In recent years, you’ve probably noticed less-than-stellar customer service interactions can go viral in a matter of hours. But when customer service goes right, the results can be seen everywhere from your profit margins to … Continue reading 3 Types of Call Center Agent Applicants You Shouldn’t Hire
Eric DouglasAugust 25, 2015 By definition, leaders are change agents. Whether it’s launching a new program, entering a new market, or restructuring an organization, leaders have to navigate complex change. To do this well, it’s useful to think about the fact that change needs to be managed effectively at three different levels: the strategic level, … Continue reading How To Be an Effective Change Agent
Adam DukesMay 16, 2015 This is part of my daily email series where I share tips on how you can close ONE additional transaction per month. Not selling hopes and dreams here — just real, practical business advice. You can sign up for the FREE daily tips here It’s cliche, and I am sure you … Continue reading How To Become A Top Producing Agent By Following Up
Tom HustonApril 7, 2015 In the history of CX, there have never been more ways for agents to engage with customers than there are today. As new technologies emerge and integrate themselves into CX workflows, they’re expanding and enhancing the existing toolkit more than replacing old tools, granting both customers and support personnel more channels … Continue reading Neither Shaken nor Stirred: The Blended Omnichannel Agent
Chow Li YingMarch 21, 2015 It’s hard to decide between the carrot and the stick when it comes to managing a customer service team.While it may be tempting to take on a authoritarian approach in handling your chat agents, sometimes the stricter regime doesn’t always guarantee greater success. In particular, the question of whether it … Continue reading Agent Autonomy: Choose The Carrot, Not The Stick
