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Empowering Agents to Engage Customers

How To Manage A Heavy Workload Without Increasing Staff Or Losing Efficiency

[fa icon="calendar'] Feb 15, 2017 9:00:00 AM / by Jade Longelin posted in employee engagement, quality management,, call center best practices

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"I have got too much work and not enough time to do it all". That is a statement we have all muttered to ourselves at some point in our careers.


Towards the end of 2016, a study by Wrike came out stating that nearly six in ten employees feel their workloads have gone up. A further fifth reported that work demands had increased "significantly" in the past year.


However, that's not all, 47% of respondents across various sectors stated that they work longer works to get the job done than they did a year ago. A third of managers also confirmed that they expect employees to put in this extra time and take fewer breaks to meet the demands of their growing task lists.

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How To Give Positive Employee Feedback In Your Call Center

[fa icon="calendar'] Feb 10, 2017 8:25:00 AM / by Jade Longelin posted in Coaching, employee engagement

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As a call center manager, one of the most important parts of your job is providing feedback. Regular feedback helps agents to improve their performance, stay on track to meet their goals and ensure that basic business outcomes are met.


However, a lot of feedback advice or training programs often center around constructive or negative feedback. We often forget that providing positive feedback is just as important and needs its own focus.

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How To Create a Feedback Culture In Your Call Center

[fa icon="calendar'] Dec 23, 2016 10:11:00 AM / by Jade Longelin posted in employee engagement, call center best practices

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A great feedback culture does not just happen overnight but is a well worth effort that can improve the culture and performance of your contact center.

 

Feedback is an important part of personal development for all staff, and a strong feedback culture won't just help your call center grow, it will also help your agents build character as they learn to handle both positive and negative feedback.

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6 Characteristics Of An Authentic Call Center Leader

[fa icon="calendar'] Dec 21, 2016 9:48:00 AM / by Jade Longelin posted in employee engagement, call center best practices

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As a call center manager or supervisor, it's important you learn to go beyond your every day tasks and be able to work, inspire and motivate your team to perform to the best of their abilities. Your role goes beyond simply managing day-to-day duties and drills down into your ability to foster a positive work environment where your employees trust and respect your decision-making.

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What You Need To Do To Let Call Center Agents Excel

[fa icon="calendar'] Dec 20, 2016 11:17:00 AM / by Jade Longelin posted in training, employee engagement, quality management,, call center best practices

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Being a call center agent is not an easy job. Responding to customer requests and complaints requires skills and expertise to solve a problem in a quick and effective manner.

But how do we empower call center agents to create an amazing customer experience?

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9 Ways to Show Your Call Center Employees Holiday Love

[fa icon="calendar'] Dec 16, 2016 8:28:05 AM / by Jade Longelin posted in employee engagement, call center best practices

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The holiday season is upon us once more. It’s a time for giving and showing appreciation, making it an ideal time to show your employees some love for all that they bring to your company. Without the dedicated staff manning your call center, business wouldn’t be what it is today.

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Empowering Call Center Agents To Create Top-Notch Customer Service

[fa icon="calendar'] Dec 13, 2016 11:30:00 AM / by Jade Longelin posted in customer experience,, employee engagement, call center best practices

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 In today’s world of cutthroat international competition, companies are always looking for an edge. First-class customer service, along with good products and services, makes you stand out from the rest.

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Why Using Emotional Intelligence Can Improve Your Customer Service and How To Do It

[fa icon="calendar'] Nov 30, 2016 11:23:00 AM / by Jade Longelin posted in training, customer experience,, employee engagement

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What is the best way to ensure that customers are delighted by their service experience? Is it tracking KPI’s like AHT or FCR? To be sure, metrics are an important component to managing a well-functioning call center. But beyond and between the numbers, how do you create a customer experience that truly makes the customer feel engaged and valued? The answer is in the quality of agent-to-customer interactions as a whole.

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6 Easy And Creative Call Center Rewards and Recognition Ideas

[fa icon="calendar'] Nov 15, 2016 11:17:00 AM / by Jade Longelin posted in employee engagement, call center best practices

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 Keeping employees happy and motivated can be a challenge in any workplace, and is especially the case for call centers. Although you may be thinking that employee happiness seems a little too ‘touchy-feely’ to be a major concern, research shows that happy employees are more productive. This is where employee incentives come into play, at the juncture of happiness and productivity.

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Increase Call Center Agent Efficiency With These 5 Tips

[fa icon="calendar'] Oct 21, 2016 10:05:00 AM / by Jade Longelin posted in employee engagement, call center best practices

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A call center’s efficiency thrives on agent motivation and mental stamina. However, an encouraging pat on the back or a team cheer isn’t enough to produce the results you’re hoping for.

 

The nature of the job can already be quite demanding, thus taking steps to further increase performance can be overwhelming.

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