If you manage a call center, you no doubt face challenges, regardless of your type of business. You may be responsible for monitoring dozens of employees, assessing their performance, and finding areas for improvement. On top of that, your position in call center management may include boosting customer satisfaction or providing faster service. Here are a few tips to help you manage your call center more efficiently while creating a positive, solutions-oriented atmosphere for all staff.
Connect First Blog Posts
Managing a call center can be tough. Too often, you have to deal with frustrated employees, unhappy customers, and an uncomfortable work atmosphere.
But it doesn't have to be that way. In fact, you can take a number of easy steps that can help you become a better team leader, improving both the happiness and productivity of your contact center agents. Here are 12 steps you can take to become a better team leader:
We know you don’t want to talk about CSR turnover rates in your organization. But like pulling off a band-aid, it’s best to get this over with.
Now that we know the best customer care organizations are dedicated to creating and sustaining a high level of agent engagement, it's time to look at how they go about it. Following are seven things top contact centers do to ensure that agents engage, customers swoon, and revenues rise.