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
Tag Archives: Call
Boosting Morale for your Work at Home Call Center: 4 Ways to Reinforce Engagement and Connection with your Remote Team
Laura Krajewski — May 3, 2020 Some days I hit about 4 p.m. and realize I haven’t really talked to anyone all day. Sure, I’ve sent a couple Slack messages and responded to emails. But, when you’re working from home, real human interaction can be hard to find. Especially in our COVID-19 reality, there are … Continue reading Boosting Morale for your Work at Home Call Center: 4 Ways to Reinforce Engagement and Connection with your Remote Team
5 Time Management & Productivity Techniques to Charge through Challenges and Keep your Work From Home Call Center Operating at its Peak
Veronica Krieg — April 21, 2020 I’m sitting in my guest-room-turned-office in week four (or is it five?) of our nationwide push to keep people home and communities safe. While the days blend together and my routine begs for a shakeup, work continues. But for those of us lucky enough to have the option for … Continue reading 5 Time Management & Productivity Techniques to Charge through Challenges and Keep your Work From Home Call Center Operating at its Peak
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?
4 Ways to Evolve Beyond Conference Call Collaboration
Leonard Callejo — April 14, 2020 When you have a cut or scrape, you ask for a Band-Aid. You don’t ask for an “adhesive bandage” to cover a wound. Band-Aid is a catchall term that we all use, even if we aren’t asking for that particular brand of adhesive bandage. In the team collaboration tools … Continue reading 4 Ways to Evolve Beyond Conference Call Collaboration
How to Give Work from Home Call Center Agents the Support and Resources they Need to Keep Your Business Functioning at Its Best
Veronica Krieg — March 21, 2020 The world we live in is demanding a remote workforce. And past trends show, as employees get more flexibility, they never want to give it back. Buffer’s State of Remote Work in 2020 report found that almost every employee who works remotely, a whopping 98%, want to continue remote … Continue reading How to Give Work from Home Call Center Agents the Support and Resources they Need to Keep Your Business Functioning at Its Best
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
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