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
Tag Archives: Team
The Path to Becoming the Most Important Member of the Executive Team
Chris Hicken — March 14, 2020 Let’s start by acknowledging that Customer Success teams always have the coolest people in the company. They are kind, optimistic, helpful, and they take really good care of customers. Want to have a beer with someone after work? Definitely invite someone from CS. Success leaders usually manage more revenue … Continue reading The Path to Becoming the Most Important Member of the Executive Team
6 Signs You’re Too Close to Your Team
Peter Stewart — March 10, 2020 I could tell Linda* was upset when I began our coaching session. She had been having challenges with an employee who she had worked with successfully for a long time, but these were not run-of-the-mill problems for Linda. As a senior HR Executive, Linda had years of experience handling … Continue reading 6 Signs You’re Too Close to Your Team
Set Up Your Knowledge Base Collaboratively With Your Team
Vartika Kashyap — March 10, 2020 Have you ever been stuck with a flat tire on your trip? Everyone would have experienced this some time. You’re stranded in the middle of nowhere. You’ve got the spare tire and jack somewhere in the car but you never have bothered to learn to do it. Then you … Continue reading Set Up Your Knowledge Base Collaboratively With Your Team
How to Create the Ideal Shift Schedule for your Customer Service Team
Rohit Viswanathan — March 10, 2020 Your customer service team plays a vital role in keeping clients happy and enabling business growth. From dealing with varying degrees of customer emotions to putting the required effort into solving problems as quickly as possible, it can be a very demanding job. If employees need to perform at … Continue reading How to Create the Ideal Shift Schedule for your Customer Service Team
Top 5 Tools for Remote Team Collaboration
Noa Eshed — February 28, 2020 If there’s one thing we at Bold Digital Architects understand very well, it’s that talent isn’t hindered by borders. In this day and age, where the entire world is at your fingertips and most of what we do happens online anyway, it would be a shameful waste of opportunity … Continue reading Top 5 Tools for Remote Team Collaboration
My Team has Nothing to Say in our Retrospective!
Duncan Maddox — February 26, 2020 One the questions I get asked during almost every Scrum Master training course is “How do I get the team to engage in the Sprint Retrospectives?”. Quite often the feeling within Scrum Teams is that once nothing is broken and the team is meeting their forecasts, there’s “nothing to … Continue reading My Team has Nothing to Say in our Retrospective!
The 5 Most Common Pitfalls in Launching a CSM Team
Nick Mehta — February 26, 2020 The Hare, mad at the Tortoise for beating her in a (now world-famous) foot race, said to the Tortoise, “Let’s have a rematch.” The Tortoise thought to herself, “Slow and steady wins the race!” and agreed. “Where’s the finish line?” she asked. The Hare replied, “I’ll race you home,” … Continue reading The 5 Most Common Pitfalls in Launching a CSM Team
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
Encourage Your Team Members to Develop Effective Leadership Skills
Rick Goodman — February 6, 2020 Wouldn’t it be great if your team members were willing and able to lead? It’s by no means a far-fetched idea. You can have a team of employees who are all willing to show initiative and to make bold decisions. It’s simply a matter of creating the right organizational … Continue reading Encourage Your Team Members to Develop Effective Leadership Skills
Random Posts on
4 Tips to Building Your Ecommerce Brand from Scratch
Apple revenue jumps 2%, but sliding iPhone sales in China worry investors
It’s Inevitable: How To Have Tough Conversations With Your Employees
Funemployment Got You Down? Try A Real-Life Resume
Mobile Responsive Email – What Is It And Why Should Your Brand Be Using It?
Why content matters (no matter what type of marketer you are)
Managing Remote Employees: Are You Set for Success?
Best Practices for Successful Lead Generation Through Social Media
Do You Have a Social Media Crisis Plan?
