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Call Center Customers

3 Expectations Every Customer Requires From a Call Center

What do customers require from call centers?  It’s a simple enough question and one with an obvious answer, correct?  Well, hold on there, Cowboy, you might be surprised. Whether you like it or not, there is a code to crack in the call center universe toward satisfying the wants of

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Call Center Agent

9 Interpersonal Characteristics of a Superior, Call Center Agent

Thinking about what interpersonal characteristics make for a superior, call center agent, I came up with a list of 9.  Trust me, I’ve seen my share of characters through the years.  Many of my top agents had less than admirable qualities: egomaniacal, self-centered, and all-around, adult-looking adolescents with small minds.

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Call Center CRM

5 Steps to Maximize a Successful, CRM Implementation In Your Call Center

CRM implementation can exponentially accelerate goal-achievement for your call center in the long run, but it can also solicit headaches as new programs are created and employed immediately.  The learning curve for each call center agent alone can be a 3-dimensional maze of confusion, frustration and lost time. To increase

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Customer Service

Providing a Helpful, Customer Service Experience In Your Call Center

Enjoying a helpful, customer service experience is our goal, both as call center, customer service providers and as customers ourselves.  As customers, we have customer service needs from time to time.  Various companies are servicing our accounts.  Many of these companies use call center agents to field their customer

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Call Center Agent

What One Metric Do All Frontline Call Center Leaders Need To Focus On To Drive Agent Performance

The one metric all front-line call center leaders need to drive agent performance is Average Handle Time (AHT).  AHT is a vital, operational indicator of your call center. To make this point clear, scheduling and calculating staffing needs rely on accurate, AHT data. A slight reduction in AHT in a

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Call Center Agent

5 Of The Most Important Competencies That Make a Great, Call Center Agent

Competencies are forecasts of fortune that are important in the making of a great, call center agent. They are indicators of a combination of knowledge, skills and attributes that lead to successful calls between agents and customers.  In terms of knowledge, it is important for the agent to have the

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Evaluate Your Call Center

Evaluate – 5 Easy Ways to Improve Agent Performance in Your Call Center (6 of 6)

It’s the end of this series of six posts on the 5 easy ways to improve agent performance in your call center. As you’ll recall, the first post addressed your PMA. Use your evaluation of the processes to improve agent performance in your

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Call Center Dialogue

Dialogue – 5 Ways to Improve Agent Performance in Your Call Center (Post 5 of 6)

Dialogue is a critical component in the 5 ways to improve agent performance in your call center.  It is critical because it represents a channel of communication that you must have with your managers and agents in order to run your call center efficiently and effectively. Let’s dig into

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Implement

Implement – 5 Ways to Improve Agent Performance in Your Call Center (Post 4 of 6)

Continuing this series of posts featuring “5 Ways to Improve Agent Performance in Your Call Center,” the next step for call center management to take is implementation of the plan. Through the data gathering and analysis of current call volume, service level and occupancy rates, a workforce management implementation plan

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Call Center Planning

Plan – 5 Ways to Improve Agent Performance in Your Call Center (Post 3 of 6)

In previous posts, you read about beginning with your own positive mental attitude (PMA).  Then, you read about the need to assess.  The next step toward improving agent performance includes planning. Developing a strategic plan is vital to the success of your call center and agent performance for several

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