CallCenterBooks

Make Performance Development Programs Succeed In Your Contact Center

Make Performance Development Programs Succeed In Your Contact Center

Here are questions supervisors should ask of themselves to do just that:  What Do You Want Your Call Center To Look Like?  How Do You Want To Man...
The Best Way To Ring Up Phone Sales

The Best Way To Ring Up Phone Sales

If the compensation plan doesn’t motivate agents to do well, the company suffers and the plan becomes an albatross.  The entire environment becomes one of complaints, bickering, and attrition. 
The New Hire Training Mistake When Building Call Center Culture

The New Hire Training Mistake When Building Call Center Culture

The call center is a complex technology-oriented environment. The way agents sell and the way customer service agents manage client expectations has been renovated because of their ability to make calls faster, take calls more quickly, manage processes more smoothly, input data fast, and understand circumstances more clearly.
How Inflection And Pace Will Help You Make More Telephone Sales

How Inflection And Pace Will Help You Make More Telephone Sales

Customers can become quickly indifferent to the subject matter the team member is delivering, and may project this indifference upon the team member, although the team member has had little or no opportunity to rescue the presentation.
The Most Important Step To Become A Great Call Center Manager

The Most Important Step To Become A Great Call Center Manager

The most important step then....is to understand the human engineering side of call center supervision.  A manager must highlight more than training, supervision, coaching and leadership. Those are the basic foundations. What you do within those foundations related to compassion, empathy, understanding, patience, drive results in the call center. Think of your people, and their view of you, and what they need to be motivated to perform.  Don't look at it from what you know out to them. 
101 Lessons for GREAT Call Center Managers Lesson #10

101 Lessons for GREAT Call Center Managers Lesson #10

Not every company believes in the very best experience for customers.  Some companies realize their customers are transient and therefore provide only the very best service for those very best non-transient customers.  Training on phone skills is one aspect but there is so much more.  Like training on what to do when the best premier customer reaches out via social, email, chat, or by phone.  How to approach the best customer, very important.