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 […]
I used to go to the same Chinese Restaurant weekly growing up. My family celebrated birthdays, graduations, and other fun celebrations at this restaurant. It’s no wonder they memorized our orders and always recognized us when we came in. When I went off to college, I moved out of my hometown and rarely, if ever, ate […]
All call centers know it’s important to keep track of metrics. What they may not know is what metrics are important to track, how to successfully track metrics, how to help employees improve metrics, and what you can do to motivate employees so they reach success. Finding the Right Metrics to Monitor There are many […]
Metrics. Numbers. Data. If you feel inundated by numbers and are wondering how to sort through the various metrics you need to be tracking for a call center or your customer service department, you’re certainly not alone. In this post, we’re going to discuss average handle time, specifically, and give you the ins and outs […]
Someone asked the other day if we thought they should hold their call center supervisors accountable for the performance of their teams. This is a complicated question. Poor team performance can be due to a number of issues: The agents don't have the knowledge or skills required to perform the job. The agents can perform the job, […]
Congratulations to Blair Freer, Vice President of Technical Support at TeleTracking Technologies, for reversing the number of customers satisfied with the level of service from the technical support department. TeleTracking is the world leader in patient flow automation with more than 800 of the best-known hospitals and health systems in North America and the UK as […]
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