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
Alijah Landing May 21, 2021 We all possess greatness when we unlock our full potential. It doesn’t matter if you’re a manager, an executive, or a call center agent – we each have our own strengths and areas where we excel. Sometimes, though, that potential sits untapped. Without the right encouragement and guidance, it can … Continue reading 3 Free Training Templates to Unlock the Potential of Your Call Center Agents
Veronica Krieg May 17, 2021 When contact centers turned on disaster recovery mode last year, it was next to impossible to send agents home with a clear strategy for helping customers. Customer demands heightened as anxiety engulfed the population. And agent attention was split between a home filled with pets, kids, spouses, roommates and everything … Continue reading How to Fix Your Top Work From Home Call Center Challenges (Advice from 16 CX Experts)
Alijah Landing May 12, 2021 There’s a lot of pressure on you as a manager to foster positive relationships with your agents, build those bonds, and keep your team happy. Half of your agents quit their jobs at some point in life because of a bad manager. Not only that, managers control 70% of the … Continue reading 16 Questions to Ask Your Agents if You Want to Retain Call Center Employees
