Customer impressions of a company typically are based on their interactions with call center agents. These interactions tend to be the main source of firsthand experience with a business. As a result, your call center agents require the proper tools and training to handle customer calls. Showing your customers they’re valued and respected encourages them… Read More »
Tag: Management Tips
Call Center Burnout: How to Help Your Employees Stay Longer
Burnout can happen to even your best call center employees. It comes as no surprise that call centers are inherently vulnerable to burnout. Your agents have to juggle high call volumes and angry customers. Let’s face it; consumers do not call to talk about how good the product or service is. This combination makes for… Read More »
What is the Measure of Success? Call Center Metrics
When customers reach out to your call center, they expect their issue to be resolved quickly and professionally. The efficiency of your call center’s operations directly corresponds with customer satisfaction. Choosing the right metrics will help you determine the effectiveness of your processes. Identify areas that are working well and areas where there are improvements… Read More »
5 Effective Virtual Team Building Activities You Can Do Today!
The rapid expansion of the remote workforce is forever changing the landscape of how employees do their jobs. For many companies, remote work is the way of the future and for good reason. It allows employees to balance their work–life and their professional life more easily while at the same time being more productive and… Read More »
Why A Retention Strategy Is Essential For Your Company
Building a stronger, more skillful, and more productive workforce is a priority for every employer, regardless of the industry that they’re based in. Developing a strong recruitment strategy is a major part of that effort, and most organizations (understandably) commit huge amounts of time, energy, and resources to identifying and onboarding new talent. While recruitment… Read More »
Casual Friday and Beyond – How a Flexible Dress Code Can Improve Your Culture
As managers, we’re always on the lookout for new, creative, and effective ways to enhance the employee experience and improve the cultures that define our workplace. As a consequence, it’s important that we ask ourselves: what are the factors that actually contribute to optimizing workplace culture? There are several, but certainly one of the big… Read More »
Employee Development – Bringing The Best Out Of Your Team
The scope of responsibility for modern managers is changing almost as rapidly as industry best-practices themselves. Today, it isn’t enough for managers to merely be the individuals within a business that are able to make the tough decisions or keep the trajectory of an organization on course. In 2020, managers are also expected to be… Read More »
How to Properly Collect Feedback From Your Team
Creating a positive, dynamic, and engaging workplace inevitably leads to decreased rates of employee turnover, increased productivity, and a generally more healthy and harmonious work environment. As managers, it’s our responsibility to ensure that we’re taking advantage of every possible opportunity there is to improve our workplace cultures. In order to achieve this, we must… Read More »
5 Ways You Can Boost Workplace Safety This Winter
Winter, finally, has arrived. The days are growing shorter, the snow is falling, roads have become coated in ice, and shoppers are working themselves into a frenzy in preparation for Christmas. It’s undoubtedly a beautiful time of the year, but it also poses certain dangers to those that aren’t careful. Incidents of workplace accidents and… Read More »
Understanding Call Center Attrition, and the Best Ways to Combat It
Employee turnover – or “attrition” – is a perennial problem for employers across all industries, but it appears to have a disproportionately serious impact on the call center industry. In fact, recent research suggests that the turnover rate in call centers may be as much as 15% to 30% higher than the national average (30%-45%,… Read More »