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Connect First Blog Posts

Rob S.

Rob S.

Recent Posts

Professional Development for Call Centers

Posted by Rob S. on May 12, 2017 9:00:00 AM

In-house training and external educational opportunities.

Research reveals that call centers experience one of the highest turnover rates of any industry: 26% of front line staff voluntarily or involuntarily leave by the end of any given year. This same research reveals that it will cost $4,000 to hire a new worker and $4,800 to train them. That means today’s call center supervisors must be talented mentors, motivators, and managers. The U.S. Office of Personnel Management states that investing in professional learning and development for supervisors will save money, improve work quality, and increase employee job satisfaction. Let's look at some of the challenges supervisors face in the quest for professional development (PD), and further examine how to promote the necessary skills and knowledge needed to achieve success and exceed goals.

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Topics: Contact Center Management, Professional Development

Create an Effective Employee Management Plan

Posted by Rob S. on May 9, 2017 9:00:00 AM

Running a call centre requires a great deal of thought, planning, care, and management. A big part of successful management is having a detailed plan of attack. Within your overarching master plan, you'll find you need to create smaller, more targeted plans for different aspects of management. When assembling your plans-within-plans, don't forget to include an employee management plan. Call center managers would do well to come up with a comprehensive and effective employee management plan to ensure that every employee is properly utilized, trained, and making a positive contribution to the company.

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Topics: Contact Center Management, Management Plan

Optimize Management in Your Call Center

Posted by Rob S. on May 5, 2017 9:00:00 AM

Forbes magazine states that over 70 percent of companies have made customer experience improvement their number one priority. Why the new trend? Well, American companies collectively lose over $62 billion every year because of poor customer service. That’s a staggering statistic. Let’s explore some ways you can recoup some of that income for your call center, and ensure your losses due to poor customer service continue to shrink into nonexistence. In a contact center, the management team is the driving force that keeps customers happy, employees engaged, and revenue streams consistent. Take a look at these seven ways you can optimize management in your call center.

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Topics: Call Center, Issue Resolution

How To Empower Call Center Agents

Posted by Rob S. on Apr 25, 2017 9:00:00 AM

Psychology Today says that motivation is literally the desire to do things. It's the difference between waking up before dawn to pound the pavement and lazing around the house all day. It's the crucial element in setting and attaining goals.

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Topics: Agent Engagement, Customer Experience

8 Great Tips for Training New Call Center Agents

Posted by Rob S. on Apr 18, 2017 9:00:00 AM

 One of the keys to running a successful call center in today’s world is ensuring that customer expectations are always met. Increasingly, customers expect that when they call into a contact center, their problems will be solved quickly via the expert ministrations of a highly skilled agent. Things may not always pan out that rosily, but call center managers should still do everything within their power to ensure their agents are trained thoroughly and possess the necessary skills to handle customer inquiries quickly and efficiently.

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Topics: Agent Engagement, Agent Training, Contact Center Agent Engagement, Customer Experience, Training

What Your Competitors Can Teach You

Posted by Rob S. on Apr 5, 2017 9:00:00 AM

The 10 Top Things Your Competitors Can Teach You About Great Customer Experiences

When you run a call center, the customer experience is … everything. Yet, it's so easy to go wrong in this area. So many ways to slip up without even realizing it. How do you know when you're falling short of the mark? In some cases, your customers will tell you. Another powerful source of information you may not have considered, however, is your competition. They have a wealth of lessons to teach you — both positive and negative.

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Topics: Customer Experience

Self-Service & The Customer Experience

Posted by Rob S. on Mar 28, 2017 9:00:00 AM

A Three-Way Win

Many years ago, a sound byte circulated of a frustrated customer who phoned in to a call center for help restoring his crashed computer. As the call progressed and the customer's meltdown proceeded, he became more deranged and incoherent, describing his predicament in apocalyptic imagery.

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Topics: Approach to Customer Service, Customer Experience, Providing a Great Customer Experience

How Long Hold Times Affect Your Customers' Experience

Posted by Rob S. on Mar 8, 2017 9:00:00 AM

There's one key thing many people have come to expect when dealing with call center customer service: long hold times — especially around peak times of day. Call center managers have the difficult task of maintaining a delicate balance: you don't want to have too many people on staff because you'll end up paying them to simply sit there during low-volume hours; but at the same time, you don't want customers stuck with long hold times during high-volume hours. Learning how long hold times affect the customer experience can help you make better decisions for your team.

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Topics: Approach to Customer Service, better customer service, Call Center Customer Service, Contact Center Customer Experience, Contact Center Customer Service, Customer Experience, Providing a Great Customer Experience, Providing Great Customer Service, Customer support Phone Experience

Choosing New Call Center Software That Works for You

Posted by Rob S. on Nov 15, 2016 10:00:34 PM

If you’re going to buy a new car, you might be prone to buying the shiniest car with the best features — leather seats, rear-end cameras, TVs on the back of the seats, etc.

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Topics: disaster recovery, SaaS, System Reliability, Technology

3 Core Customer Support Needs

Posted by Rob S. on Jun 22, 2016 8:28:45 AM

Customer Experience Needs To Be Your Priority

It is reported, that in less than 5 years customer experience will become the main differentiator for the customer. That means, that even best price in the market will not persuade customers to engage with your business if you provide poor customer service. And the cornerstone of CX has always been customer support.

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Topics: ACD, Customer Experience, Customer Support, Training, Customers

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