Tag: performance management
Working From Home—A Growing Necessity
When you think of working from home, several benefits come to mind. The savings in both time and money to commute back and forth...
Strategic Communication: Techniques of Best-in-Class Voice Interactions
Today’s contact centers continue to expand their channel mix beyond voice (e.g., chat, text, email, web and video) to keep up with the communication...
Giving Tenure Vs. Merit Increases Erodes Productivity in Your Agents
For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good...
Boost ROI by Enhancing Contact Center Agent Performance
An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of...
Results-Focused Leadership: The Catalyst for CX Transformation
Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public...
Inside View: Purchasing Power
It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with...
Why Online Scripting Is So Important to Your Call Center Success
Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service...
It’s Time to Get More Out of Data
Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the...
Answering the Personnel Call: Four Ways Contact Centers Can Enhance Agent Recruitment and Retention
While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require...
Top 5 Posts in July
What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some...
Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators
In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than...
Engage Your Agents to Turn Around an Underperforming Contact Center
When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...
Managing Different Personalities in the Contact Center: The Platinum Rule
Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I...
Time to Create a Better Desktop
It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019....
Tips and Techniques for Coaching Success
Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand...
Create Safety or You’ll Never Get Performance
In his excellent 2018 book, “The Culture Code,” Daniel Coyle writes extensively about the concept of “safety” in company cultures. Coyle bifurcates all company...
Measuring First-Contact Resolution
In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each...
A Stitch in Time… Saves Nine
A stitch in time saves nine” is an idiom that first appeared in print in 1732… a long time ago. Its meaning is timeless...
Employees Crave Feedback: Make It Personal and Unique
Feedback is one of the most powerful motivators in a high-performing culture, says Mackenzie Kyle, author of The Performance Principle: A Practical Guide to...
Use Technology to Optimize Staff
If you manage a contact center, you know the drill. Agents struggle to achieve proficiency and meet performance goals. Supervisors don’t do enough—or the...
