Customer Service Teams: Success with Generation Y Contact center managers are caught in a triangle: they have to satisfy their bosses by satisfying their customers, which requires satisfied and productive employees. Increasingly, the employees they have to satisfy...
Balancing Hold Time and Transfers When agents are faced with a challenging question and do not have the answer, they generally have one of two options; 1) place the caller on hold, while they look for the answer, or 2) transfer the call to someone with the...
Acting on the Voice of the Customer Customer feedback is only worthwhile when it is used to change behaviors within the organization to improve the customer experience. Yet most companies find it challenging to design and implement a truly effective customer voice...
How and Why Contact Center Benchmarking Works Industry-specific benchmarking is the baseline for best practice analytics because it is the essential first step in analyzing your situation against other contact centers that take similar calls and service similar...
Initiating an At-Home Agent Policy The Home-Based Agent (HBA) continues to gain popularity within the contact center industry for compelling reasons of: Cost Convenience Improved workforce management flexibility In the area of costs, centers often have part-time...
At-Home Agents Are Strategic Assets While skeptics still abound, the at-home agent concept is now firmly planted as a viable staffing model for contact centers. As one senior business leader put it, “It’s a win, win, win, win, win situation!”: Win 1: Agents have...
CallTalk Caramels: Best Practices in Developing Your Caller Satisfaction Surveys CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore....
CallTalk Caramel: Optimizing Call Center Location and Labor Analytics February 23, 2016 – 1:01pm CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal...
CallTalk Caramel: Time Management Tips You can Use January 22, 2016 – 7:23am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce...
Zappos or Zapatos?: Walk in the Customer’s Shoes to Understand the Customer Journey December 10, 2015 – 3:14pm Everyone knows Zappos. Not everyone knows Zappo’s took its name from zapatos, or “shoes” in Spanish. One of the reason’s for Zappo’s success is that...
