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Old-School Empathy is Still “In” for Agent / Customer Interactions
Our customers judge us on many moments of truth: timeliness, follow-up, accuracy, solving their problems and of course how we engage with them and make them feel valued. Empathy is a key soft skill for...
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Contact Center Coaching Needs “The Right Stuff”
Coaches “with the right stuff” help to ensure that our centers provide consistently excellent customer experiences. Few new coaches are equipped with all the skills needed to be successful. It’s up to...
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Don’t Let Self-Service Channels Become “No Service”
During focus groups I’ve facilitated for clients, one of the common questions that customers ask is, “Why doesn’t (company) want to me to talk to their representatives?” Further probing and discussion...
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Complete Agent Disengagement in One Email
I recently saw an email that was a good reminder to all of us that the words we choose to write can convey a very different meaning from what we intended to say, especially when the actions before and...
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Home-Based Heroes Need Agent Coach
It’s hard enough to coach with agents in your center who sit close by, but it can be even more challenging coaching with those farther away. Many home agents are part of skills monitoring and coaching...
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Are You Selling Your Customer Service Team?
Global studies tell us that 78% of customers have not made an intended purchase due to a bad customer service experience. Other surveys say we have a 60-70% probability of selling to an existing...
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All Work, No Play Means a Disengaged Contact Center
We all want to create the best customer experience. Unfortunately, sometimes in our zeal to drive success we end up taking the fun out of our centers. We become the “happiness vampires,” sucking all...
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Too Many Process Cooks Spoil Customer Experience and Agent Support
Unfortunately, the story shared here is based on a real company event. Names have been changed to protect the innocent, but too bad the company name can’t be shared so they can be shamed for their...
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Why So Many Contact Center New Hires Fail
It’s a given that we spend a great deal of time and money recruiting and training agents for our centers. Sometimes we hire someone who looks great on paper and knows how to present themselves well in...
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Waterfall Coaching For Agent Engagement
One of the greatest opportunities for agent engagement — and yet from my observations, the least implemented — is the consistent involvement of top leadership in hands-on coaching activities and...
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