Teamwork is essential to the success and personal growth of your business. Even if certain employee’s day-to-day workloads are solely a one-person process, it’s still important for everyone in the company to how to work as a team. When people work in a team atmosphere they trust, it improves problem-solving, productivity, and resources are used […]
Two customers call a customer rep at the same time with the same complaint. One customer stays on hold while the other waits only for a few seconds before an agent gets online. Why the difference? The contact center is fast becoming one of the most important collectors and sources of valuable business data. […]
Before you start to measure and monitor your call centre performance, it is essential to ensure that you have an effective performance management model in place. Why? Because the performance management system will provide a precise definition of expected behaviours at the call centre as well as the end goal for these stipulated expectations.
Quick question; what do you think of the team you manage? Are they the crème de la crème or would you rather pass this question?
The interesting bit is that as harsh as this inquiry might sound, the answer may well have a lot to do with you than with them.