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Do You Know Which Communication Channels Will Meet Your Customers’ Expectations?

Posted by Rodney Kuhn
5/27/16 11:30 AM

As a contact center supervisor, you want what’s best for your customers, your team and your business as a whole. So, you want to eliminate any gaps between your performance and customer expectations while staying aligned with corporate goals. Out of necessity, then, as the overseer of a modern facility, keeping up with technology is one of your primary concerns. In your call center, this means optimizing communication: enabling your agents and customers to seamlessly carry on the conversation over a number of different service channels.

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How to Beat Agent Churn in the Call Center

Posted by Rodney Kuhn
4/7/16 1:30 PM

Is your call center experiencing abnormal increases in agent churn? Before you start to panic, know that call centers have one of the highest turnover rates of any industry. In fact, according to research from QATC, overall averages for the call center industry as a whole range between 30 percent and 45 percent.

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Are You Doing Your Best as a Contact Center Supervisor?

Posted by Rodney Kuhn
3/25/16 1:30 PM

If your superior were to ask you whether or not you think you’re doing your best, could you confidently answer yes? While this is a tough question, ask it of yourself every once in a while nevertheless to measure whether you’re on top of your game.

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Using Automatic Scorecards to Improve Agent Performance

Posted by Rodney Kuhn
3/10/16 1:30 PM

Today’s customers are more critical of companies than ever before, being that expectations have been raised by the multitude of businesses vying for their attention. One bad customer experience could leave a bad taste in their mouths or, worse, send them running to a competitor.

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Leverage Agent Personalities to Improve the Customer Experience

Posted by Rodney Kuhn
3/3/16 1:30 PM

Chances are you have a slew of different personalities that make up your customer service team. For example, you might have a few people who are extremely outgoing and another group of agents who are more shy and/or quiet.

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The Personal Approach Goes a Long Way in Improving the Customer Experience

Posted by Rodney Kuhn
2/25/16 1:30 PM

Customer_service_dial.jpgA recent survey from the International Air Transport Association (IATA) determined that flight crew performance is the most influential factor when evaluating one’s travel experience. In other words, a simple smile or friendly greeting from a flight attendant can do wonders compared even to extra leg room or a free in-flight snack.

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Top Three Ways to Boost Contact Center Agent Performance

Posted by Rodney Kuhn
2/18/16 1:30 PM

Customer_service_bubble.jpgProviding stellar customer service needs to be your company’s credo if you hope to be successful in today’s marketplace. Most businesses are so focused on acquiring new customers that they sometimes end up neglecting their existing ones. This can prove to be extremely detrimental to your company’s bottom line.

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Teach Agents to Empathize With Customers to Enrich Their Contact Center Experience

Posted by Rodney Kuhn
2/12/16 1:42 PM

Satisfaction_guarentee.jpgWorking on the frontline gives agents the daunting responsibility of ensuring a first-rate customer experience for callers. Though the ultimate objective is to resolve all issues quickly—during the first call optimally—this is not always possible. When a delay is unavoidable, your agents should be trained to empathize with the customer’s likely feelings of frustration.

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Why Accountability in the Contact Center is a Must

Posted by Rodney Kuhn
2/4/16 1:30 PM

Millions of commuters and travelers struggling to reach their destinations in last month’s massive snowstorm, “Blizzard 2016,” found themselves stranded with no means out because their transportation carriers were unsuccessful in updating their communication channels. While the airlines and train companies can’t be blamed for the nearly two feet of snow that pummeled a large part of the East Coast, they can be held accountable for leaving customers without the necessary information as to delays and cancellations.

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Three Best Practices for Social Media Customer Support

Posted by Rodney Kuhn
1/28/16 1:30 PM

Social media platforms such as Twitter and Facebook are no longer used only by marketers and advertisers to promote their brands. Today, more and more companies are discovering that social media needs to become a channel in which consumers request and receive customer service.

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