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Finding the right people to work in your contact center is critically important. Hiring the wrong people will not only turn off customers and hurt sales, it will also negatively impact the attitudes of other workers in your organization.
Want to attract the best possible candidates for your contact center openings? Start by tweaking the wording of that
Using needs-focused leadership in your call center is a great way to improve agent performance and at the same time boost employee satisfaction.
Looking to improve your call center
The gap between customers’ perception of waiting time and actual waiting time has been clearly conceptualized but rarely measured.
Everyone in your contact center must understand how you calculate productivity. Without an agreed upon calculation, you can never truly trust the numbers.
Managers typically monitor their agents’ performance in responding to telephone calls, e-mail, etc. for purposes of quality control and training. Research shows that best-practice contact centers monitor 5 to 10 calls per agent per month.
Most call centers these days are tailoring their opening by balancing the requirements of their strategy and what their customers prefer. The best-in-class standard is not so much “agent first and last name” or “first name only” but rather what fits into the company strategy and customer segment.
Have you off-shored any of your customer contact operation? If so, how do you ensure there are no
Mark Twain once said,
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