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Many contact centers utilise wallboards providing real time information on call status. Be creative with their use and use them to announce birthdays, awards to staff members - it’s a great motivator to see your own name in lights! Use the wallboards for other announcements as well such as important corporate news, details of visitors into the contact center, etc. as well as key statistics about call handling performance. The bottom line is to be creative! ContactCenterWorld.com
https://www.contactcenterworld.com/tips.aspx?id=9999d3bef62a46c4a80...
Get tips like this every day - The Global Association for Contact Center & CX Best Practices www.contactcenterworld.com/join for FREE membership today!
Recording calls in your contact center is a valuable way to assess quality and develop great service. Some contact centers have to record calls because of legal or other reasons, others choose to do so to increase quality. If you do record calls, let your agents, not just the quality monitors’ to listen to their own calls – you may just find that most agents tend to be more critical of their own calls than your quality team! ContactCenterWorld.com
https://www.contactcenterworld.com/tips.aspx?id=87f26a84bf994afcb54...
Get tips like this every day - The Global Association for Contact Center & CX Best Practices www.contactcenterworld.com/join for FREE membership today!
Take time to share information with your contact center team. We don’t mean just standard company news – every contact center agent should be able to view the performance stats of the contact center such as speed of answer, calls answered, sales results, etc. Publish this information on notice boards for everyone to see. ContactCenterWorld.com
https://www.contactcenterworld.com/tips.aspx?id=fc1dbbb67f424547830...
Get tips like this every day - The Global Association for Contact Center & CX Best Practices www.contactcenterworld.com/join for FREE membership today!
Here’s a really great tip to help you motivate your staff! Simply work with your management team to come up with as many ways to demotivate your staff such as cancelling the Christmas party, changing rotas without discussion, taking away privileges, shouting at them, etc. WHAT, you say? Why demotivate them when we really need to motivate them? This is when the effort to ‘demotivate’ staff pays off – just go down the list you have and honestly agree with your colleagues which ones you may have done recently and mark them on your list. Then just stop doing those things – this is the first step to motivating your staff!! ContactCenterWorld.com
https://www.contactcenterworld.com/tips.aspx?id=8cb21ad647fa4490a3d...
Get tips like this every day - The Global Association for Contact Center & CX Best Practices www.contactcenterworld.com/join for FREE membership today!
Ever been in a contact center where the calls don’t come in when they are supposed to? When your company sends out information packs, make sure someone checks the telephone number or even that there is one! We once came across a major UK bank who sent out a letter with a telephone number that was a ‘dead line’ and we came across a major US bank who sent a letter asking you to call them but with no telephone number! Simple checks are vital otherwise you could be seriously damaging your brand! ContactCenterWorld.com
https://www.contactcenterworld.com/tips.aspx?id=5f583c4d91224c14b2e...
Get tips like this every day - The Global Association for Contact Center & CX Best Practices www.contactcenterworld.com/join for FREE membership today!
When you plan training for your agents, team leaders or managers, make sure that the time for training is adhered to – even when it’s busy! All too often training gets cancelled at the last minute because of call volumes. By constantly cancelling training, staff can become de-motivated, quality of call handling does not improve and consequently customer dissatisfaction may go up, staff turnover may go up, etc. Have an agreement with senior management that when training IS PLANNED it HAPPENS no matter what the operational challenges. The day you and your company adhere to this, things will start to get better! ContactCenterWorld.com
https://www.contactcenterworld.com/tips.aspx?id=a879a7f45e034efc981...
Get tips like this every day - The Global Association for Contact Center & CX Best Practices www.contactcenterworld.com/join for FREE membership today!
If you have sales reps/agents, give each one a power hour, during which they are not allowed to talk to colleagues (unless absolutely necessary). They have to spend as much time as possible talking to customers - don't allow anyone to interrupt them and have everyone in the team do one power hour per day each. R. Deathridge
https://www.contactcenterworld.com/tips.aspx?id=2526c859393e4fbca11...
Get tips like this every day - The Global Association for Contact Center & CX Best Practices www.contactcenterworld.com/join for FREE membership today!
If you have sales reps/agents, give each one a power hour, during which they are not allowed to talk to colleagues (unless absolutely necessary). They have to spend as much time as possible talking to customers - don't allow anyone to interrupt them and have everyone in the team do one power hour per day each. R. Deathridge
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