Ask for a Live Demo

Empowering Agents to Engage Customers

When should a call center supervisor be promoted?

[fa icon="calendar'] Mar 7, 2013 11:27:26 AM / by Briana Songer posted in supervisor, Contact Center, Agents, Coaching, call centers, tips, training

[fa icon="comment"] 0 Comments

So, a leadership role has just opened up and you're checking out your list of current supervisors. What should you be looking for when deciding if you're ready to promote your supervisor?

So, a leadership role has just opened up and you're checking out your list of current supervisors. What should you be looking for when deciding if you're ready to promote your supervisor?

Read More [fa icon="long-arrow-right"]

Tips on training work-at-home agents

[fa icon="calendar'] Feb 19, 2013 5:54:20 AM / by Briana Songer posted in supervisor, Agents, call centers, tips, Teletrabajo, training

[fa icon="comment"] 0 Comments

Agents who work from home present different benefits and challenges for call centers. Workers who are physically in the call center have the opportunity to learn from walking around the center or listening in on a neighbor. Remote agents can miss out on this opportunity and experience.

Agents who work from home present different benefits and challenges for call centers. Workers who are physically in the call center have the opportunity to learn from walking around the center or listening in on a neighbor. Remote agents can miss out on this opportunity and experience.

Read More [fa icon="long-arrow-right"]

Call Center trends that are gaining popularity

[fa icon="calendar'] Feb 12, 2013 10:38:28 AM / by Briana Songer posted in supervisor, Feedback, Contact Center, call centers, tips, Customer

[fa icon="comment"] 0 Comments

With all the emerging technologies, customer demands and competition, call centers must adapt to and grow with the challenges and opportunities that come. Trends come and go, but its important that centers pay attention and utilize them to maintain a competitive strategy.
Take a look at recent trends that shouldn't be missed.With all the emerging technologies, customer demands and competition, call centers must adapt to and grow with the challenges and opportunities that come. Trends come and go, but its important that centers pay attention and utilize them to maintain a competitive strategy.

Take a look at recent trends that shouldn't be missed.

Read More [fa icon="long-arrow-right"]

The effects of a bad call center supervisor

[fa icon="calendar'] Feb 7, 2013 8:02:10 AM / by Briana Songer posted in supervisor, Contact Center, Agents, call centers

[fa icon="comment"] 0 Comments

What happens inside a work environment when a person is designated as a leader, and they are just not suited for the job? The call center can feel the consequences when they place someone in a management position without being aware if they are able to do their job properly. This unfortunately happens quite often when it comes to call center supervisors.

What happens inside a work environment when a person is designated as a leader, and they are just not suited for the job? The call center can feel the consequences when they place someone in a management position without being aware if they are able to do their job properly. This unfortunately happens quite often when it comes to call center supervisors.

In many cases, it happens when great agents suddenly become supervisors. However, many lack the leadership skills and a mentor who has taught them how to manage groups. They then face the fear of the unknown: How can they develop those essential soft skills to motivate their team? Many times, they begin to look inside themselves and find that yes, they are able to train, motivate and manage people. In that case, the Call Center gets a good supervisor. And if that doesn't happen? The Call Center then loses a great seller and instead, gets a bad supervisor.

The Call Center world is a high speed, dynamic place. The one thing that always seems to be missing is time. We understand that when someone becomes a supervisor, they don't always have a manual explaining exactly what their role and activities should be. This ''manual'' tends to appear from needs that appear within the work environment. With that in mind, they must also take on the responsibility of training and motivating their agents, reach goals, report to their superiors, monitor calls....it's a long list.

The importance of having a quality supervisors is one that if they don't exist, a spiraling chain effect can happen. A customer who calls in doesn't receive proper service from an agent who does a poor job. They fail to meet their goals from a lack of training, the Call Center looks bad in front of their customer and finally, their image stays damaged from a poorly resolved call.

Providing quality means that a supervisor should be properly trained. They should be able to develop and be coached on soft skills and then turn around and use those skills with their peers. Supervisors must be provided with the necessary tools to be able to manage and facilitate the many call center processes. The "human side" of learning can be done parallel to the "technical side". This way of learning can save time without forgetting important steps when forming a new supervisor. Evaluating the human side is different, since obviously, not everyone is equal. Not everyone responds or learns the same way.

The most important point is for call centers to raise awareness about how vital it is to have a good supervisor, and the characteristics that must be developed to move their group of agents forward.

"In times of change, those who are open to learning will take over the future, while those who think they know everything will be well equipped for a world that no longer exists" Eric Hoffer.

(This post was translated from the original)

Read More [fa icon="long-arrow-right"]

Tip #16: How to encourage call center learning

[fa icon="calendar'] Dec 19, 2012 4:53:31 PM / by Briana Songer posted in supervisor, Contact Center, call centers, tips

[fa icon="comment"] 0 Comments

All parts of call center training are crucial in providing quality service, no matter if the area is sales, customer service or IT. Achieving a positive environment for the customers and the employees is up to the training behind the agents. However, its one thing to have a great training program, it's another to actually motivate your agents to complete the training.

All parts of call center training are crucial in providing quality service, no matter if the area is sales, customer service or IT. Achieving a positive environment for the customers and the employees is up to the training behind the agents. However, its one thing to have a great training program, it's another to actually motivate your agents to complete the training.

Read More [fa icon="long-arrow-right"]

(Español) El poder de las habilidades blandas y la psicología en el Call Center

[fa icon="calendar'] Dec 5, 2012 11:19:38 AM / by Oscar Giraldo posted in supervisor, Contact Center, call centers, tips, arcaris

[fa icon="comment"] 0 Comments

Uno de los dilemas a la hora de capacitar a cierto grupo de personas dentro de un Centro de Contacto es qué metodología se debe aplicar para obtener el resultado deseado.

Se debe partir de la base de que es necesario utilizar distintos tipos de procedimientos dependiendo lo que se quiera enseñar. Por suerte, hoy en día existen tantas vías diferentes de enseñanza que desaprovecharlas no sería buena idea.

Read More [fa icon="long-arrow-right"]

(Español) El impacto de un mal supervisor en el Call Center

[fa icon="calendar'] Nov 27, 2012 6:54:35 AM / by Oscar Giraldo posted in supervisor, Contact Center, Agents, Talento Humano, call centers, arcaris, Customer

[fa icon="comment"] 0 Comments

Qué pasa cuando se producen cambios dentro de un ambiente laboral, supongamos, por ejemplo, cuando designan a una persona que justo no es idónea para ese puesto. Cuando la han colocado en ese lugar sin que tenga las condiciones para poder ejercerlo adecuadamente... las consecuencias se notan ¿cierto? y pasa seguido, muy seguido, cierto también.

Read More [fa icon="long-arrow-right"]

Groupon and the value of PlayVox

[fa icon="calendar'] Nov 13, 2012 5:09:15 AM / by Briana Songer posted in supervisor, call centers, Customer

[fa icon="comment"] 0 Comments

Company Snapshot
Groupon launched from Chicago, USA in November 2008, and has grown to cover 48 countries. Groupon features daily deals and makes it easy to get great discounts for activities in hundreds of cities around the world.

The Groupon call center in Santiago, Chile began testing the PlayVox platform with a small group in March 2012. Since then, the small group has grown to a total of 140 agents and supervisors. Company Snapshot

Groupon launched from Chicago, USA in November 2008, and has grown to cover 48 countries. Groupon features daily deals and makes it easy to get great discounts for activities in hundreds of cities around the world.

The Groupon call center in Santiago, Chile began testing the PlayVox platform with a small group in March 2012. Since then, the small group has grown to a total of 140 agents and supervisors.

Read More [fa icon="long-arrow-right"]

Work at home agents- how the right tech that makes it work

[fa icon="calendar'] Aug 8, 2012 1:30:38 PM / by Briana Songer posted in supervisor, Contact Center, Agents, call centers, tips

[fa icon="comment"] 0 Comments

Working from home has become an acceptable and appealing option for call center agents. When supporting Work at Home (WAH) Agents, the following should be used when deciding what technology tools are most important to help WAH agents effectively use their skills, stay in control, manage customers, and minimize stress.

Read More [fa icon="long-arrow-right"]

8 easy ways to burnout your agents

[fa icon="calendar'] Jul 23, 2012 1:39:03 PM / by Briana Songer posted in supervisor, call centers, tips

[fa icon="comment"] 0 Comments

Burnout is a reality for most Call Centers.
It's a term that loosely means 'nothing left to give, no hope of change or future with the company.' These tips compile a quick and easy way to burnout your agents and ways to fix it.

Don't train

This one's a no-brainer since agents without proper skills and knowledge will be less likely to adequately and confidently get the job done. After time, agents who continually aren't supported with consistent and useful training will lose confidence in their abilities, frustration will ensue and they will be looking elsewhere for work.

Read More [fa icon="long-arrow-right"]
CTA_test.jpg

Sign me up!

Subscribe

Grow Your Network!

Go To PlayVox