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
Tag Archives: Center
Consequences of a Dysfunctional Contact Center Culture
Impacts of a dysfunctional culture within a contact center What are your core corporate values, and are they being translated into the organizational culture of your contact center? Organizational culture refers to a set of shared beliefs, values, and norms within an organization that shape the way its members perceive, interpret, and react to various … Continue reading Consequences of a Dysfunctional Contact Center Culture
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
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
Making a Good First Impression: The Dos and Don’ts of Crafting an Onboarding Plan for New Hires in Your Contact Center
Laura Krajewski — March 6, 2020 Imagine this: It’s your first day at a new job. You’ve got some butterflies in your stomach, enter the office building, and… there’s no one to greet you. You ask the receptionist where you’re supposed to go, and it’s evident he didn’t even know you were starting today. No … Continue reading Making a Good First Impression: The Dos and Don’ts of Crafting an Onboarding Plan for New Hires in Your Contact Center
How to Manage a Contact Center During an Acquisition: 5 Tips to Ease the Transition for Your Agents and Customers
Veronica Krieg — March 3, 2020 People are wired to process change in one of two ways: opportunity or threat. When things shift around us, we either embrace the change and run with it, or we tense up and grasp on to feelings of fear and anxiety. Take today, for example. It’s snowing here in … Continue reading How to Manage a Contact Center During an Acquisition: 5 Tips to Ease the Transition for Your Agents and Customers
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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