Over the last decade, the drive to ever increasing productivity has resulted in Workforce Optimisation becoming the mantra for thousands of contact centres across the world.
Last week, I wrote a blog in response to an article in the The Guardian about the opening of a new contact centre in Salford staffed entirely by resting actors.
What can be done to improve call centre absenteeism? This is the burning question that call centre management raises at every available opportunity.
A recent article in the Guardian reported on the launch of a new call centre in Salford that will be staffed entirely by ‘resting’ actors.
It’s early evening, you’re just winding down after a hard day, and the phone rings.
“If my call is so ****ing important, why are you keeping me waiting!”
Bill Gates once famously said: “Your most unhappy customers are your greatest source of learning.”
We’ve all been there. Someone has a go at you, or says something that upsets you, and the resultant feelings of upset and anger just won’t go away.
Imagine your call centre; completely devoid of people, with row upon row of empty desks populated only by dead terminals and dusty headsets.
Can your agents can minimise costly repeat contacts, reduce damaging customer churn, and focus on providing an emotionally rich customer experience?
As a call centre manager, it's natural to want to understand how you can be at the top of your game. Whether you want that promotion, or just want to be recognised as being great at what you do, a lot of the time it takes developing and honing a management style that works for you.
When it comes to digital transformation, the call centre has already come a long way, but is a shiny self-service portal enough to meet customer’s growing needs?
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.