What specific techniques could you suggest to lower average talk time for inbound order entry/ customer service calls on an agent level? (i.e.: call phrases, call control techniques etc.) For example, many of the extended calls seem to be when a supervisor is requested ... Is there a way to educate the agents in techniques to avoid supervisor escalations? Or is there a way to de-escalate a caller immediately requesting a supervisor?
Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do during a call center interaction.
Paul Greenberg, President, The 56 Group evaluates CRM options that are Mac and iPhone compatible.
Any customer survey should be short enough to obtain objective information and insight from customers and long enough to provide the depth of information needed. There is no magic formula for what a customer loyalty survey should contain.
Most contact centers were not built with all the applications you would ever need, ready to scale with you. Rather, the applications were added as needed to respond to changing requirements. Your experience is quite common: less than ideal application integration and a re-creation of the old processes with new technology.
What are some best practices for deploying online self-service technology effectively? How can we use self-service technology to improve the customer experience? Don Peppers and Martha Rogers, Founding Partners, Peppers & Rogers Group, offer this helpful tip.
Lori Bocklund gives advice on how much call center break time and auxiliary time to allow depending on call center shifts and other factors in this tip.
Should individual call center agents be scored based on the entire call center team's ability to meet a target service level? Expert Lori Bocklund gives tips for measuring individual employee performance in the call center in order to meet targeted service levels.
I work for a customer service company. A long time customer was unsatisfied with our services at present, so he took his business elsewhere. Since then we have made some changes, but how can we convince this customer to come back to our company and regain his trust?
Implementing SaaS CRM comes with its share of challenges. Expert Bill Band discusses a few best practices organizations can utilize in this tip.
Knowledge Central Multiple
Knowledge Central
Customer serving organisations have always faced a demand dilemma. This paper lays out the reasons why contact centre strategy is changing, outlining the benefits of the different solutions out there, and provide practical guidance to how to move to a hosted or virtual model.
Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.
Operational risk is an ever-present challenge of the banking industry, inhibiting performance and reducing profits as banks need to keep adequate reserves of capital to cover potential losses. But in recent years, corporate wrongdoing, high-profile fraud and major process failures have put the dangers of operational risk – and the consequences of poorly managing it – in the spotlight. This case study looks at how Woori Bank in Korea went with analytics to reduce its operational risks.
This case study is about how Hindustan Unilever uses change management solution from SAP to synchronise software development across all its offices in India.
Cell phone activities are a great way to encourage team building in call centers. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.
In order to develop a strategic Internet marketing plan marketers need to understand where their customers and potential customers are going for information. Companies have the potential to succeed if they effectively target these customers with innovative and strategic Internet marketing techniques through the use of social networking sites and Web 2.0 technology.
What specific techniques could you suggest to lower average talk time for inbound order entry/ customer service calls on an agent level? (i.e.: call phrases, call control techniques etc.) For example, many of the extended calls seem to be when a supervisor is requested ... Is there a way to educate the agents in techniques to avoid supervisor escalations? Or is there a way to de-escalate a caller immediately requesting a supervisor?
Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do during a call center interaction.
