E-gads, yikes, OMG, gasp…my FitBit is broken! In the last year, I've grown to love my FitBit. For those of you who aren't aware of what a FitBit is, it's like a pedometer on steroids. It tracks my steps, tracks my sleep length and quality, synchs with my PC, analyzes my food calories and nutrients, […]
I'm a little behind in my industry periodicals reading. (I don't suppose you can identify with that.) Anyway, I came across an interesting article in the May 2010 issue of ASTD Training & Development magazine by Barbara Carnes called "Manager: The Forgotten Training Partner." I had to laugh when she described a "typical scenario" about a manager […]
With so much emphasis placed on call metrics ("the numbers") these days, it's important to assess and optimize the environment in which representatives are supposed to achieve those numbers. Improving the work environment can have a substantial impact on call center operations and the behavior that impacts metrics. To understand the environment you're trying to […]
With only so many training dollars to go around, those who need to improve the knowledge and skills of their customer service and sales employees must make some choices: send the employees out to a public seminar, train them together in class, or have them learn on their own in an e-learning environment. What's the […]
For as long as I've done customer service training, clients have asked for guidance on how frontline employees can best manage their time and tasks. Never has this issue been more urgent (and confusing), however, than in the last year or so. With nearly universal adoption of technology such as Instant Messaging (IM), opt-in alerts, […]
Here’s the good news: The fact that you are reading this likely means that you’re still employed. While others in this current economy may find themselves unemployed, your company’s management continues to believe in you and your ability to help it achieve its goals. Now, what might seem like the bad news: You are expected to […]
We got great news today. Ascom TEMS (formerly Ericsson) had CSAT scores of 3.5 on a 5 point scale in their technical support group. They wanted their reps to better understand caller needs, properly classify issues, improve their verbal and written communication skills, and professionally handle upset callers. After participating in our customer service training for technical support […]
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