“Sunshine Attitudes with an Entrepreneurial Mindset”: Effect of Culture on Hiring the Best Customer Service Associates

corporate-culture-share

Through the 25 years of running a contact center we have tried many different methods of trying to figure out what methods and what traits we look for when hiring the best customer service and sales associates for our center. Through all the years of trial and error, of trying everything from personality tests, job test and different interview tactics we believe we have found what we believe is the best method/system for getting the best associates in our contact center. This is what we have found works great here at Expivia.

Continue reading

The 5 Absolutes for an Amazing Call Center and Customer Service Culture

culture

You learn some things after running contact centers for 20+ years. The following are 5 tips or to take that a step further, absolutes on changing or creating a great contact center culture in your customer service center.

“You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.” -Howard Shultz CEO Starbucks

Continue reading

What Customer Service Metrics Really Stand Out and Actually Benefit Customers?

call center metrics

Lets actually take some time and talk about customer service and call center metrics. I do not think that you should base a world-class customer experience on metrics that companies seem to be constantly changing to try to “fix” service issues. These metrics are also constantly being argued over to which one is of the most “importance”. Not a great way to define service.

Continue reading

Want a Great Day in Your Call Center? Control the First 30 Minutes of the Shift

30

We teach all our middle management that the first 30 minutes of an associates day must be totally controlled by the supervisor.  We believe it is one of the most important tips that we can give any call center manager. If you know what to do during this time and your supervisors are trained in this aspect it will allow every day get off to a great start and solve many problems before they even have a chance to start!

Continue reading

5 Tips For Creating a GREAT Customer Service Call Center Culture

cult

You learn some things after running contact centers for 20+ years. The following are 5 tips on changing or creating a great contact center culture in your customer service center.

“You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.” -Howard Shultz CEO Starbucks

Continue reading