Improving call centre productivity has always been a common challenge, but a recent influx of ‘the millennial generation’ into the workplace means managers need to find out exactly what this means for staff motivation.
Communication is one of the factors of call center management that has the greatest impact on an agent’s performance. Can your team leaders have conversations with agents that really drive home the aspects about their performance and behaviour that require improvement?
A vast spreadsheet packed full of perplexing data ins't always helpful. Team leaders need to be able to focus on what really matters at a single glance, using relevant data presented in an insightful and engaging way.
What are the pros and cons of agent offered surveys? One of the biggest fears of getting the agent involved when offering surveys is what’s known as ‘cherry picking’. In reality, it's not as big a a problem as people tend to believe.
Call centres today handle literally millions of calls. Now add the rise of multichannel capabilities and the huge upsurge in digital technologies and it’s no wonder that businesses of all sizes are now producing data by the terabyte. But what can all this data tell us about the call centre?
Almost everyone has had a poor or experience with a call centre at some point. Many of the UK's biggest brands struggle with providing a great and consistent standard of customer service, which isn’t surprising when we remind ourselves that call centre staff are typically faced with low pay, high stress, and little job satisfaction.
Ever since EvaluAgent was founded, our mission has been to challenge the status quo by delivering innovative solutions to one of the North’s biggest employers; the region’s numerous contact centres.
High turnover in the call centre is a complex issue, but there’s little doubt that ignoring the well-being of employees leads directly to disengagement and consequently agents walking out the door.
Metrics usually exist to help management get a clear view into the performance of their agents, but when the same metrics are then used to improve agent performance, are they fit for purpose?
Developing a winning call centre culture is no easy task. But if successfully created and implemented, the right culture can have a powerful impact on performance.
As customers, we find ourselves frequently inundated with requests to provide every week. But sometimes we can't help but become frustrated with poorly designed surveys from brands who should know better.
Check out our Call Centre Return on Engagement Calculator, a simple tool that helps you find out exactly how much disengagement could be costing you.
Your customers are changing, why aren't you? One of the biggest barriers to call centre innovation is the infamous phrase: ‘We’ve always done it this way.'
Genuine empowerment creates increasingly productive, efficient and happy employees who are equipped to deliver great customer experiences. In many cases, customer service agent empowerment can create customer experiences so great they elevate the brand to a status nothing short of legendary.
Telstra CEO Andrew Penn believes the use of artificial intelligence and machine learning are leading the way in customer experience innovation. This is why he's wrong.
What does ignoring empowerment mean for the call centre, and its customers? The unfortunate truth is that we have a wealth of examples of a lack of customer service empowerment to reference from major brands, every single week.
Empowered employees are committed, loyal and conscientious. They are eager to share ideas and serve as strong ambassadors for the company brand. But what does does empowerment mean for agents in the call centre?
It’s a story we tend to hear time and time again, big telecoms firms are letting down their customers with the level of service they provide. Why are EE and Vodafone struggling to deliver the very basics to their customers, and how can they take measures to really improve customer service?