Agent Performance
February 12, 2021
Overcoming Objections in 5 Easy Steps
I don’t have the money. I’m not interested. I’m too busy. And the list goes on. Overcoming Objections in 5 Easy Steps Telemarketers across all industries are talking to increasingly nervous buyers who are delaying their purchasing decision with all
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February 12, 2021
Poor Agent Performance; Can’t or Won’t?
One of the most challenging jobs for a call centre manager is dealing with poor agent performance. After all, wherever poor performance is not adequately diagnosed and confronted, the costs are enormous regarding rising customer complaints, lost productivity
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February 12, 2021
Why Average is Inevitable for your Agents
Back in the 1960s, Daniel Kahneman, a Nobel award-winning psychologist, gave a lecture on the value of positive vs. negative reinforcement to a team of Israeli Air Force flight instructors. He proposed that positive reinforcement always produced better
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February 12, 2021
5 Important Elements of Monitoring Performance in Your Call Center
As much as you and your agents understand what behaviors are expected to make a successful call center, you should also understand that measuring and monitoring performance go hand in hand. This means that after you have a customer scorecard for your agents,
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February 12, 2021
Tracking an Agents Performance in Call Centers – 12 Expert Images for Improvement
If you have read our last article, then I am sure that you have had an insight into how we can monitor your agents. If you have not read that article, then I would highly suggest that you do that before reading this. You can find the last article here. After
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February 12, 2021
What Safety Concerns Are There in a Call Center?
Call Centers are truly one of the busiest places to work. So when that much work is being done, it tends to create a certain number of safety risks for everyone involved. The issue with the modern call center is that, unlike other jobs that fit the work to
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February 12, 2021
Call Center Attrition – The Good, The Bad, The Indifferent
Call center attrition is a widely recognized issue that, unfortunately, causes a lot of issues for the company. The fact is, however, that attrition is a problem for every company in every industry worldwide. People have better job offers; they move house to
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February 11, 2021
Why Customer Service is Important – Understanding Customer Service
No matter what you are buying, or service that you are using, there are certain things that you expect. One of, if not THE primary aspect that you would expect is satisfaction from the service. That is why customer service is so important. Your customers are
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February 11, 2021
Dashboard Use Case – The 5 Easy Ways To Monitor Agents
In this article, we will be looking at a “Use Case” for our entire platform. We will look at how the tool can help to improve various aspects of an internal QA department. The dashboard does that by enabling enhanced evaluation of agents and their
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February 11, 2021
The Front Lines of Reputation Management
“It takes 20 years to build a reputation and 5 minutes to ruin it. If you think about that, you’ll do things differently.” –Warren Buffett Your company’s reputation represents the confidence that your customers have in your ability as a business to
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