Laura Krajewski October 10, 2021 If your contact center is filled with tired, stressed, irritable employees, your customers will notice. According to Gallup’s State of the American Workplace report, engaged employees are more likely to improve customer relationships, increasing sales by 20%. This statistic supports the popular truth: happy employees make for happy customers. So, … Continue reading How to Run a Highly Effective Contact Center (Start Today)
Laura Krajewski October 4, 2021 As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. I understand. Your task list is long and overwhelming. Where do you start? We’ve compiled four employee training templates to give you practical strategies to increase learning and training in … Continue reading 4 Employee Training Templates for a Powerful Contact Center
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
Amy Bennet August 29, 2021 Decision making got a whole lot more difficult in the wake of the pandemic, didn’t it? From the most basic choices, like where to shop for groceries or who to visit in-person; to the most complex business decisions, like what to do about employee safety or how to ensure business … Continue reading How COVID Has Shifted the Contact Center RFP Timeline
Make Relationships The Center Of Post-Pandemic B2B Marketing Strategy by Vic Vaswani , August 18, 2021 Prioritizing customer relationships within B2B marketing strategies was a powerful tool before the pandemic. Now, it’s an essential one, as COVID-19 placed a new importance on relationships between B2B brands and customers. As many businesses now enter into a … Continue reading Make Relationships The Center Of Post-Pandemic B2B Marketing Strategy
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
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
