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Contact Center Agents

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May 15, 2011

David Filwood and 2 other people commented on this post

Why Really Smart People & ‘Strong’ Personalities can be a Bad Fit for most Contact Centers

@Fred. Thank you for sharing your insights regarding the importance of ‘Soft Skills’ for Call Center Agents.
It is the ‘Soft Skills’ that deliver value when it comes to the kind of service callers expect.
The Customer Service Representative (CSR) is your ambassador to your ... more

Customer Service

Call Center Agents

Call Center Management

April 16, 2011

Derek Wardwell and 4 other people answered this question

How do organisations go from talking about empowering their frontline agents to actually doing it?

Five stars Flavio! I see you are one of the few who understands the true value of a customer and their happiness. I'm sure the investment made to keep this high level of service is far outweighed by the lifetime value of your ever satisfied ... more

Customer Service

Contact Center Agents

Contact Centers

March 18, 2011

Tim Giebelhaus answered this question

What is the best approach for training outsourced contact center agents?

The best way is to treat them as if they were not outsourced, but part of your organization. I would start with all of the standard training for any agent. It is like starting up a new remote location. Depending on your available training resources, ... more

Customer Service

Human Resources

Contact Center Agents

Jan. 27, 2011

Michelle Babb and 2 other people answered this question

What is the value of coaching in the contact center?

Proper coaching on the right factors is the single most important activity that must occur in EVERY contact center. Unfortunately, in a world where supervisors are stretched to shove more activities into an already full schedule, coaching is often the one item that quickly falls ... more

Customer Service

General Management

Information Technology

Jan. 27, 2011

David Filwood answered this question

what is the average turnover for a call center in the first 30 days

Since 2007 - this recession has reduced Call Center Turnover by 1/3 – but that still means that the Average Annual Turnover Rate for the US Call Center Industry is 27%.
Turnover within the first 30 days of employment is described as “Quick Quit”/”Fast Fire” Turnover ... more

Customer Service

Human Resources

Contact Center Agents

Jan. 16, 2011

David Filwood and 2 other people answered this question

Contact Center Best Practices: What are your 3 tips for managing home-based call center agents?

Most successful @Home Agent deployments have these features in common:
• @Home Agent equipment is provisioned by the employer (who can therefore dictate where the equipment will be located - create requirements & inspect the space where the equipment will be used - and place restrictions ... more

Customer Service

General Management

Dec. 29, 2010

Justin Flitter and 1 other person answered this question

What are some ways that you are using social media in your contact center?

I'm not sure agent productivity is quite the right angle here unless you're delivering CS specifically and mainly through social channels.
I find that if you are receiving support related tweets you will need your CS or contact center teams to be engaged in answering them ... more

Customer Service

Contact Center Agents

Dec. 29, 2010

Scott Oliver asked a question

What is your average annual utilization percentage per agent?

Customer Service

Contact Center Agents

Contact Centers

Dec. 24, 2010

David Filwood and 2 other people answered this question

How do you deal with turnover in your contact center?

Contact Center work is generally acknowledged to be tedious, repetitive & boring. A Call Center job requires an employee to uniquely combine reliability with flexibility - and mix adherence to a schedule and procedure with adaptability in order to meet customers’ needs. Call Center employees ... more

Customer Service

Contact Center Agents

Contact Center Performance Management

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