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
Tag Archives: Call
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
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
The Road to Deploying a Call Center System Doesn’t Have to be Bumpy: 4 Essential Steps Toward a Smoother Transition with New Tech
Laura Krajewski — January 31, 2020 Business is all about competition. Today, the big player in that competition is customer experience. A survey by Harris Interactive found that a quarter of U.S. adults don’t feel loyalty toward any type of brand. And, 56% of those surveyed said they’d be at least somewhat likely to switch … Continue reading The Road to Deploying a Call Center System Doesn’t Have to be Bumpy: 4 Essential Steps Toward a Smoother Transition with New Tech
Don’t Hold Back in the New Year: Conquer These 4 Call Center Projects and Boost your Agent and Customer Experience in 2020
Laura Krajewski — January 9, 2020 The ball dropped and like that, we’re in a new decade! Each new year comes with new goals. I’m not only talking about losing the 5 extra pounds we gained from eating all those Christmas cookies. And, I’m not referring to the resolution you made about watching just a … Continue reading Don’t Hold Back in the New Year: Conquer These 4 Call Center Projects and Boost your Agent and Customer Experience in 2020
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