The top priority for call centers is to enable companies to gather and share insights from interacting with customers. The same is becoming true of call center technology.
Want your agents to stay on the job? Want to stop reinvesting in recruiting and training qualified reps, only to have them develop skills that they take with them out the door? Then pay some attention to the details of the agent experience. Small investments will pay large dividends.
Today’s business has to manage a growing portfolios of SLAs, each tied to different business obligations, technologies, and problem resolution practices. Managing SLAs associated with outsourced services adds to the complexity.
Call Center Stress is all about control. Remaining calm is important because it results in rational thinking and a constructive response, which permits a call center agent to seize control of a service event.
One of the keynote speakers at Call Center Demo in Austin is Jill Griffin, an internationally recognized expert in customer loyalty issues. She’ll be talking about the key success factors call center managers have to be aware of. We had a conversation with her about her views of the current customer/ company relationship and how it can be improved.
