Agent Performance
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08
Oct
5 Important Tips for Offering Great Multilingual Customer Support.
- Agent Coaching, Agent Performance, Call Center
- BY Ryan
- No Comments
According to a study by The International Customer Management Institute (ICMI) and Lionbridge, 74% of consumers are likely to make a repeat purchase if the after-sales service is offered in their language. 58% of Consumers also said customer support in their native language improved their loyalty to a brand. While 71% said it increased their
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19
Sep
Spreadsheets to Dashboards; What’s All The Fuss About Call Criteria?
- Agent Coaching, Agent Performance, Call Center Outsourcing
- BY mark
- No Comments
Regardless of how strong your excel game is, as a call center manager you need a reliable system to help you analyze your agent’s performance to increase forecast accuracy, improve operational effectiveness and schedule efficiency. Sadly, the majority of small to medium-sized business think they are saving money by using spreadsheets to manage and forecast
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11
Aug
Tell-tale Signs You Need to Ditch Your Call Center Scorecard!
- Agent Coaching, Agent Performance, Call Center, Call Center Outsourcing
- BY mark
- No Comments
How many checkboxes does your scorecard have? Most contact centers have gone crazy coming up with boxes to include in their scorecards. There’s a checkbox for the agent using the customer’s name, another checkbox for the agent telling the customer the benefits of a product and so on. Also, while you may start with a
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06
Aug
How Many Calls Does Your Contact Centre Handle in a Week?
- Agent Coaching, Agent Performance, Call Center, Call Center Outsourcing, Coaching, Quality Management
- BY Ryan
- No Comments
Imagine a call center with 3,000 agents, each making an average of 50 calls a day. Such a center has the opportunity to make over one million personal connections with consumers in a week. Even with these approximations, it’s easy to make the case that large contact centers have customer influence similar to, if not
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16
May
5 Important Elements of Monitoring Performance in Your Call Center
- Agent Performance
- BY Ryan
- No Comments
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, you should gather the performance data and make the necessary analysis to
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02
May
The Secret to Your Customers’ Happiness? Make your Agents Happy
- Agent Performance, Contact Center, Customer Service
- BY mark
- No Comments
Great leaders recognize that every employee is a representative of the company and that how the employees are treated is how they treat the customers. What’s more, the latest study by Economists from the University of Warwick proves that happy employees are more productive by 12% and that unhappy employees are 10% less productive in
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28
Mar
Why You Should Be Measuring Performance In Your Call Center
- Agent Performance, Contact Center
- BY Ryan
- No Comments
Are you getting bad reviews and complaints from your clients? Are your agents lagging behind when it comes to upholding your quality and compliance standards? Have you noticed previously productive agents starting to show signs of low performance and decreasing productivity? If you answered yes to any of the above queries, you need to come
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29
Jan
Why Average is Inevitable for your Agents
- Agent Performance
- BY tracy
- No Comments
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 results, a proposal to which the instructors naturally scoffed. After all, in their years of experience, the
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07
Jan
Coaching Your Team to a Win in 2018
- Agent Coaching, Agent Performance, Contact Center
- BY tracy
- No Comments
With the new year in full swing, we at Call Criteria know how important coaching can be to your overall success. When agents perform well, your business usually does well (though the inverse can also be true). Agents need to know what you expect as well as receive regular feedback on how they measure up
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31
Oct
Jekyll and Hyde: A Tale of Two Contact Centers
- Agent Performance, Contact Center, Quality Assurance, Quality Management
- BY tracy
- No Comments
Imagine a contact center where the manager has put in place defined procedures and practices to ensure flexibility, organization, knowledge retention, and effective communication. The contact manager calls all the agents and tells them, “If you want to be a successful agent and provide quality customer support, this is how to do it.” Now imagine
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