Having Fun in your Call Center- Games to Play and More!

play

Call center/customer service work is hard. Representatives on the phone can take a ton of abuse no matter when channel they are working. The environment must be one of comfort and….yes its ok to say…FUN!

Our job is to make the customers that interact with our center have a world class experience. We cannot do this if we have associates that are lethargic, have bad attitudes and do not want to be at work. One way we can help them is by making the contact center THE fun place to work.

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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

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Good Morning!!! Why You Need to Control the First 30 Minutes in Your Call Center Every Day!

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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!

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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!

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Customer Service Metrics…Let’s Really Look at the Big Picture

nps

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.

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Using the TRUST Equation to Develop Leadership RESPECT

leadership1

Being young, having a Type A personality and being put in-charge of many people can be a recipe for disaster! Many years ago In my mid 20’s I had progressed my way up in the Call Center that I was working at to the job of being the AM Production Coordinator(15 supervisors and 150 agents). My duties were to make sure that the AM shift met all of its qualitative and quantitative goals for both the clients we worked for and the company.

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Changes That Need to be Made to Your Customer Service in 2015

act

Customer Service has turned into a battleground in the past couple years. With so much choice and parity in the marketplace, forward thinking companies are realizing that how they handle their new and existing customer is becoming a huge differentiation point.

Other companies are still stuck in how they have always done things. When a company has trouble with service the first thing I like to look at is who is running the show…

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The Games We Play Part II, More Fun In a Customer Service Call Center

fun

Call center/customer service work is hard. Representatives on the phone can take a ton of abuse no matter when channel they are working. The environment must be one of comfort and….yes its ok to say…FUN!

Our job is to make the customers that interact with our center have a world class experience. We cannot do this if we have associates that are lethargic, have bad attitudes and do not want to be at work. One way we can help them is by making the contact center THE fun place to work.

Continue reading

How to Start the Day the Right Way in a Contact Center!

juice

Starting the day is often something that gets looked over in many contact centers. Many assume that their associates and supervisors will be motivated and ready to start the day without any other leadership. I can tell you that this is almost never the case.

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