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 […]
Despite holding what must be one of the best management positions in the entire training and development industry, once a week I venture out of my office, put on a uniform and wait tables in a small, friendly restaurant in my neighborhood. Why? Well, it's not the money. As a volunteer, I actually don't even […]
"Do I really have to attend class? I already know how to help our customers." That's a question many people ask when they hear they have to attend a customer service class. Of course, many people may feel that they know how to help customers, but are they truly providing excellent customer service or are […]
When it comes to important customer service skills, communication leads the pack. Strong communicators have the best chance of getting people to open up, understanding their needs and helping resolve their issues. Most of us know someone who stands out as having excellent communication skills. These people seem to shine when it comes to talking […]
“How do you improve service for customers?” Now there’s a topic that no one ever talks about, right? On the contrary, it seems it’s the focus of everyone’s attention – from the boardroom to contact center service managers and right up to service and support representatives. Improving service for customers is on everyone’s mind – […]
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 […]
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