Call Center Weekly

MARCH 4, 2019

Errol Allen ? Errol Allen is an operations consultant and customer service expert. Using his 25 + years of corporate experience with companies such as ADT, The Houston Post, TCI Cablevision and GEICO, Errol assists his clients in developing a customer focused environment via documenting processes, creating task manuals, identifying key performance indicators and providing customer service training.

Consulting 134

Consulting Consulting Customer Service 134

Call Center Weekly

FEBRUARY 11, 2019

Ron Rhodes Without a doubt, my most perplexing and profound observation from years of leading large organizations is a behavioral complex I refer to as the psychology of disengagement. In the back office BPO and contact center business, competition for labor is heavy and aggressive. The work can be repetitive, mundane, offering considerable risk to workforce stability.

Finance 185

Finance Advertising Contact Center Call Center 185

Call Center Weekly

JANUARY 16, 2019

By Diana Aviles Sometimes, you just get stuck. You sit there at your desk trying to come up with every way possible a person can say something with the hope that it will help make some progress on getting your category or query to pass validation. But like Pac-Man, you keep getting hit by the ghosts repeatedly dying. I think it’s important to slow things down and be honest with everyone.

Analytics 127

Analytics First call resolution Education Accountability 127

Call Center Weekly

DECEMBER 14, 2018

As we enter the Christmas season, our awareness and desire to help others increases. That can be helping those in need, donating our time and/or money, or being a little more kind to others. When we are help one another, not only does it make us feel good, it is encouragement for the recipient. For customer service professionals, helping others, is what we do throughout the year.

Government 167

Government Contact Center Consulting Consulting 167

Call Center Weekly

NOVEMBER 29, 2018

The importance of getting access management right cannot be overstated. You need to make sure that anybody accessing your systems – and the data within - is exactly who they say they are. This is especially important when dealing with agents and customer service representatives who have access to vast amounts of sensitive data. This trusted access to cardholder data, personal details or medical records helps ensure the best customer experience but it also makes the call center a prime target for

Call Center 198

Call Center Education Management Surveys 198

Call Center Weekly

NOVEMBER 26, 2018

Your former Recruiting team just took you through a PowerPoint presentation in which they proudly announced that Recruiting should hence forth be referred to as “Talent Acquisition.” Great! But renaming the Recruiting team, Talent Acquisition, is part evolution, part trend and part semantics as I observe, yet this is far from unusual. Evolution, of course, just as we eventually learned to walk upright, our approach to recruiting labor eventually progressed in reaction to the threat of poor perfo

Contact Center 169

Contact Center Coaching Business Process Outsourcing Transportation 169

Call Center Weekly

NOVEMBER 19, 2018

By Sean Hawkins Providing excellent service to customers is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In simplest form, excellent service is the result of treating customers with courtesy and respect. Treat them like people first, with an empathetic and sympathetic approach, and you are on the path towards success.

Government 222

Government Contact Center Feedback Consulting 222

Call Center Weekly

NOVEMBER 8, 2018

By Ron Rhodes October 24, 1929 was a Thursday. The weather was partly cloudy, chilly, with a daytime high of about 49 degrees Fahrenheit, cool for that time of year. People began their day like any other, breakfast, news reports, perhaps even morning prayers. Many headed to work that day with cheer and positive anticipation, certain of the good things to come.

Coaching 157

Coaching Call Center Marketing Management 157

Call Center Weekly

NOVEMBER 1, 2018

I'm reading First, Break All The Rules: What the World's Greatest Managers Do Differently , by Don Clifton. It's so, so good! There are some really crucial lessons but the one that is on my mind the most right now is - great managers do NOT follow the golden rule. Because strong personal relationships are crucial for success, that typically means treating others as we want to be treated.

B2B 185

B2B Coaching Sales Marketing 185

Call Center Weekly

OCTOBER 25, 2018

When hiring new agents, how quickly the agent can begin making a meaningful contribution is always a concern. After training, it is not logical to assume an agent is ready to begin taking phone calls. Unfortunately, managers may look at call volume, handle times and other similar metrics in making a decision to prematurely put new hires in contact with customers.

Customer Service 136

Customer Service Government Feedback Contact Center 136

Call Center Weekly

OCTOBER 18, 2018

Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales. Business Leaders everywhere must first understand there is likely a huge gap between the Customer Experience they believe their company delivers and the perception of that same experience their customers have as they work with them.

Customer Experience 239

Customer Experience B2B Feedback Customer Service 239

Call Center Weekly

OCTOBER 15, 2018

Yesterday I received a cold call from a local real estate company. Here's exactly how it went: "Hi, this is Kathryn." "This is Dan from XY Real Estate. Are you looking to sell your home?" "No." "Are you sure?" "Yes." "Ok, thank you. Bye." No qualification, rapport or value and a HUGE ask. Why is that? 1. What gets measured gets done. If there’s a daily KPI around call volume, ensure business development reps have a caveat relating to pipeline stage or qualification and reframe what a cold call i

Real estate 143

Real estate B2B Sales Marketing 143

Call Center Weekly

OCTOBER 9, 2018

In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. But, let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves. Do you agree with the above statement? If we’re not taking care of ourselves, how the heck are we supposed to truly care for our customers?

Best practices 243

Best practices Contact Center Coaching Telecommunications 243

Call Center Weekly

OCTOBER 5, 2018

Core Values - The fundamental beliefs of a person or organization. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. The core values are the solid foundational building blocks on which your culture is built. They are your company's principles, beliefs, or philosophy of values.

Customer Experience 143

Customer Experience Coaching B2B Personalization 143

Call Center Weekly

OCTOBER 3, 2018

Looking to grow your career? Expand into consulting and management? Leverage your customer experience and call center knowledge to hit the speaking circuit? Building a personal brand on LinkedIn is the key to opening new doors. But where do you start? Successfully optimize your profile Add a headline. Don't overthink it. This is meant to be a quick invitation as to why people should click on your profile.

Personalization 134

Personalization Real estate B2B Engineering 134

Call Center Weekly

OCTOBER 1, 2018

culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. Corporate culture is rooted in an organization's goals, strategies, structure, and approaches to labor, customers, investors, and the greater community.

Morale 164

Morale B2B Customer Experience Sales 164

Call Center Weekly

SEPTEMBER 26, 2018

If leadership is wondering if employee engagement is good and necessary for their teams, I would have to emphatically say, "yes, it is!" I have worked in the contact center environment for many years. I have had the opportunity to work for companies both large and small. I have noticed that at the smaller companies, the employees were happier and more engaged in the work environment, than some of the larger call centers.

Employee engagement 189

Employee engagement Contact Center Call Center Personalization 189

Call Center Weekly

SEPTEMBER 25, 2018

The time for annual Customer Service Week is rapidly approaching! Are you ready? This celebration, which takes place the first week of October each year, is a week of fun, games and food – lots of food. Here are some links to some articles with ideas on how to have a great Customer Service Week, just in case you are having trouble coming up with activities or just a little late in planning this year: [link] [link] [link] [link] Of course, Customer Service Week isn’t all about the fun and games (

Customer Service 237

Customer Service Engineering Surveys Sales 237

Call Center Weekly

SEPTEMBER 19, 2018

How do you create actionable goals, from the knowledge acquired at a conference? I’ve always considered conferences to be valuable experiences that allow me to learn more about our industry, and to stay on top of trends, technology and innovation. Connecting with peers is one of my favorite aspects of conference attendance, as we share wins and struggles of often relatable challenges.

Telecommunications 150

Telecommunications Contact Center Call Center Customer effort 150

Call Center Weekly

SEPTEMBER 17, 2018

I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance. Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies. The food was great. The venue provided a light breakfast, delicious lunches, snacks, and a wide variety of sodas and water.

B2B 201

B2B Customer Experience Accountability Personalization 201

Call Center Weekly

SEPTEMBER 13, 2018

Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. It took me about six miles, in one session, on the treadmill to read the book filled with Sonny’s rules for life. Some of the bits resonated with me – others did not.

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

Call Center Weekly

SEPTEMBER 12, 2018

Once upon a time, (isn’t that how they always start), a young woman took a leap, and accepted a position in a customer service role. This is a new adventure, how exciting!! The young woman had no experience in customer service, but was up for the challenge. She thought should could figure it out. She could talk to anyone; how hard could this be? I mean, they are just people, right?

Customer Service 190

Customer Service Customer Experience 190

Call Center Weekly

SEPTEMBER 11, 2018

Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success. And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. I've certainly had some great interactions from brands that are clearly customer obsessed. Amazon has a fantastic turnkey return policy, AMEX overnights cards, Chase Bank fraud protection has zero friction, but I also think back to one of my first

B2B 235

B2B Customer Experience B2C Banking 235

Call Center Weekly

AUGUST 15, 2018

Let’s face it; hiring new personnel can be a long, arduous task. Prior to announcing an opening, the job description must be created and approved. Recruiting efforts must be discussed with HR to ensure the best candidates are brought to the forefront. A lot of screening and evaluation prior to conducting the first interview must also take place. I’ve spent countless hours mulling over applicant resumes to determine if a candidate’s skills translate into the skill set I am looking for.

Contact Center 143

Contact Center Government Personalization Consulting 143

Call Center Weekly

AUGUST 3, 2018

By Kathy Holdaway Good leaders make people feel that they're at the very heart of things, not at the periphery. Everyone feels that he or she makes a difference to the success of the organization. When that happens people feel centered and that gives their work meaning. - Warren G. Bennis Leadership is an art and a science. It is an art because it continually evolves, changes form, and requires creativity.

Coaching 167

Coaching Best practices Management 167

Call Center Weekly

AUGUST 1, 2018

By Sean Hawkins Who should be in charge of your company's social media, Customer Service, Marketing, or perhaps Sales? For organizations wanting a positive and meaningful presence on social media, this question must be answered with thoughtful consideration. There are varying opinions among experts, and I must confess, I find relevancy in most of them.

Management 136

Management Government Contact Center Sales 136

Call Center Weekly

JULY 26, 2018

By Katie Westphal Customer's experience and expectations are constantly evolving. Quality is an amazing way to keep up with the times, and understanding your demographics. The only consistency in call centers is that things always change. Quality has an innate reputation for being “those people” that dig for your bad interactions and “ding” you. Nothing could be further from the truth!

Scripts 76

Scripts Contact Center Call Center Feedback 76

Call Center Weekly

JULY 19, 2018

When we hear a word or phrase, the mind begins to create a concrete visual for an abstract concept so that we can make sense of the situation and behave as expected. The concrete visual for the abstract concept is based upon the individual’s understanding of a similar situation, the context for the occurrence and the circumstances surrounding the word’s utterance.

Call Center 136

Call Center First call resolution Advertising Interactive Voice Response 136

Call Center Weekly

JULY 10, 2018

I love my job — both of them. By day, I am a publicist for an airline, and by night, I am an adjunct professor in a university’s mass communications department. I fell in love with public relations my sophomore year in college. I had no idea people made a “career” out of being puppet masters; but it was much more than that, as I would come to learn throughout my undergraduate years.

Morale 25

Morale Airlines Government Personalization 25

Call Center Weekly

JULY 6, 2018

In today’s business world, the desire to reach more consumers is a top priority. With global online purchasing easier to accommodate, and businesses expanding into new geographies, one can naturally expect a surge in non-English speaking customers. This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients.

Contact Center 212

Contact Center Technical Support Government Consulting 212

Call Center Weekly

JUNE 29, 2018

I have a friend who has recently begun working remotely for a call center. It wasn’t what he really wanted to do. He has held “bigger” positions, and it was a little hard for his ego in the beginning. I am a firm believer that everyone should be required to work as a server or bartender early in their careers. After all, where else can you learn sales, customer service, and the ability to suck it up to make a paycheck?

Upselling 136

Upselling Sales Call Center Personalization 136

Call Center Weekly

MAY 31, 2018

Some years ago, I read a customer service article that resonated with me so much that I carry the concept with me as one of my core service truths. In fact, it has turned into the first question I ask in the initial meeting I hold with a new team, as it helps begin to establish our customer service strategy. That question is: Do you know who your competitors are?

Customer Service 136

Customer Service Banking Feedback Surveys 136

Call Center Weekly

MAY 30, 2018

What are some guiding principles you follow, when developing new leaders? I believe the most important element to the development of a leader is their ability to practice engaged active listening. It is so easy to think that you have (or have to have) all of the answers. And many people rise to a leadership position because of their abilities in this area.

Sales 157

Sales Management Customer Experience 157

Call Center Weekly

MAY 10, 2018

By Sarah Elkins I tell people it was my favorite job ever. When our boys were little, I had the opportunity to work part time at the circulation desk at our local library. The boys grew up in that library and are still recognized when they walk in the door, more than 10 years after I stopped working there. Every evening after a shift when we would sit down for dinner, my husband would ask: "what happened today?

Consulting 134

Consulting Consulting Coaching Education 134

Call Center Weekly

MAY 14, 2018

By Anonymous Log into your programs, put your headset on and turn on your phone. That first call of the day means so little to you because you take hundreds of calls a week that are exactly like the one you are about to take. The work environment of a call center rep can make this moment worthless or worthwhile and can dictate your overall career with that company.

Morale 189

Morale Call Center Contact Center Surveys 189

Call Center Weekly

MAY 9, 2018

What can brands do better on social media, to truly connect and engage consumers? I think that it starts with brands recognizing that consumers are actual people. Overall, I think the tendency is for brands to still look at social media as another marketing channel where we just get to tell our audience all about our products or how cool we are. While we are starting to see a slight shift away from that mindset, most brands are still treating social media as a digital billboard or a mobile print

Call Center 168

Call Center Marketing Accountability Sales 168

Call Center Weekly

MAY 7, 2018

By Diana Aviles Ingestion is Speech Analytics (SA) jargon that describes the act of the SA tool downloading a copy of call audio and its associated metadata from the recorder source. In a perfect world ingestion should run smoothly, however sometimes, just like people who get indigestion after binging on buffalo chicken pizza, ingestion has similar hiccups.

Analytics 120

Analytics First call resolution Technical Support Education 120