The health insurance industry is getting a lot of attention as call volume picks up. Baby boomers are retiring and searching for supplemental Medicare coverage, health care reform is in the air, and more members are needing assistance and support. Customer satisfaction is a key metric for health insurance companies to monitor in order to […]
Employee retention has become a common topic in call centers as the economy starts to improve. According to a 2011 survey included in an article written by Calabrio, 70 percent of Generation Y contact center agents are contemplating leaving their current role when the economy improves. In addition to agents leaving for higher paying jobs, […]
Call centers that handle service and support calls are, unfortunately, often viewed as cost centers. Although these centers usually don’t bring in revenue directly, they do contribute to the company’s goals in many valuable ways, most notably in reinforcing the company’s brand and in increasing customer loyalty. To raise the visibility of your call center […]
To quickly scale training globally, e-learning surely is the answer. Today’s global landscape is driving this need. And … as organizations transition from instructor-led training to self-paced e-learning, it’s easy to forget two principles – structure and social rewards. Somehow, these two important components for learning were literally left in the classroom. Allow me to […]
As a large portion of the baby boomer population prepares to retire, call centers in the insurance industry will field more calls from older customers. To help agents successfully serve this base of customers, they need to learn skills and specific tactics to help them succeed. Use the following five tips to coach your employees […]
Everyone wants to feel like they make a difference at work. Everyone wants to feel that his or her opinion counts. That is where empowerment comes into play. When you empower your employees, you let them make key decisions regarding their jobs and customers. By giving them some degree of ownership over their work, you […]
Much has been written about what Contact Center and Customer Service Leadership should do to motivate, mentor and be successful with their teams. But what should an Agent or Customer Service Rep do to be successful in their quest for promotion? 1. Be willing to volunteer for projects When there are opportunities offered and you […]
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