Kristen McCormick October 9, 2021 Calls to action are the keys to conversion (that feels like a proverb or something), but they don’t exist in a vacuum. For any [quality] piece of content you see online, you’ll never just see a CTA button on an island with no context. Either the button or link itself … Continue reading The 36 Best Call to Action Phrases Ever (Real Examples +Tips!)
Sean Miller September 27, 2021 Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. Your program’s forecast is the map that tells you where to go based on where you’ve been. Without it, you’re lost at sea. With it, you’re one significant step closer to delivering an exceptional … Continue reading Call Volume Forecasting: Predicting the Future from an Unusual Past
Laura Krajewski September 10, 2021 Jobvite’s annual Job Seeker Nation survey found that 34% of employees have left a job in the first 90 days at some point in their careers. Contact center attrition is painful as it is. But to lose a new hire 3 months in, you’re left looking for a replacement way … Continue reading An Employee Onboarding Checklist for Your Call Center Agent’s First 30 Days
Laura Krajewski September 5, 2021 As a hiring manager, there’s a lot riding on your ability to have a productive interview and find the right agents and supervisors for your call center. If taken too lightly, interviews can end up being a formality that wastes time and doesn’t help you find the right person for … Continue reading Asking the Right Questions: 5 Questions to Use in Your Next Call Center Interview
Laura Krajewski September 2, 2021 Transparency is key when you’re managing a successful team. When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. A lot of data is coming in and … Continue reading The 4 Call Center Dashboard Metrics Your Executive Team Needs to See
Laura Krajewski July 31, 2021 Businesses need to be profitable to keep running. So when talking about money, it can be tempting to cut your budget in a number of places – starting with the paychecks of your entry-level employees. But, what happens when a company underpays their employees? For your call center agents, it … Continue reading Value Your Employees and Pay Them Well to Improve Your Call Center Experience
Nichole Kelly July 17, 2021 Offices are starting to re-open and employees are having to make decisions about their comfort level with coming back to the office. For some, the request to come back isn’t an easy one. The anxiety of being around people is something that will take time to untrain and overcome. Yet, … Continue reading Managing Mental Health During The Call Back To Work
Laura Krajewski June 28, 2021 Designing an effective training program in a call center is no easy task. Sure, your onboarding may be sufficient for new hires. But as those new hires become seasoned employees, their initial training fades, and you need to supplement it with new knowledge. Why? Well-trained call center agents are essential … Continue reading 4 Steps to Build a Call Center Training Program that Works
Laura Krajewski June 23, 2021 Workplace culture, safety and equality is critical to running a successful call center. It shapes employee engagement and retention, it affects the perception prospective hires have about your company. And for call centers, which are plagued by some unfortunate statistics (74% of call center agents are at risk of burnout … Continue reading Taking Steps toward a Long-Lasting Culture of Inclusion and Equality in Your Call Center
Laura Krajewski June 7, 2021 About a month ago, my shoe order got lost in transit. Naturally, I called customer service to track it down. I sat on hold for 45 minutes, only to be told, “sorry, I can’t help you — our system says your order was delivered.” Another time, I spent a good … Continue reading 4 Practical Coaching Methods to Improve Your Call Center QA
