Call Center Team Leaders are often required to make the transition from experienced agent to leader, seemingly overnight. However, the foundations of good leadership require a shift in mindset and the skills required are many and varied. Below, you will find intuitive contact center leadership lessons we’ve uncovered during our 30+ years working with top … Continue reading Contact Center Lessons on Leadership
Managing Angry Contact Center Customers Contact center agents have to be warriors of diplomacy. There’s no way of telling what type of customer you are going to be dealing with on the next email, webchat, or phone call. The written form may be a little easier when it comes to dealing with an angry customer … Continue reading How to deal with angry contact center customers
Customer Experience is defined as all the interactions a customer has with your company and how they feel about those interactions over the lifetime of their relationship with your brand. How to deliver great customer experiences Having productive conversations is at the heart of a great Customer Experience. There is no better place to have … Continue reading What is Customer Experience?
Most professionals in the Contact Center industry have seen many Quality programs come and go throughout their careers. Often describing the programs as nit-picky, scripted, or simply a checklist. Even more concerning, you may have noticed some agents or supervisors just going through the motions – waiting for the current program to be replaced with … Continue reading A “Quality” Call Center Quality Program Do’s and Don’ts
Quality Interactions for Call Center Monitoring When an interaction occurs between two people, the image of each is created by what can be seen, said, and how it is said. During an interaction over the phone, the call center agent only has what he/she says and how he/she says them to create a Quality Interaction. … Continue reading Call Center Monitoring