Five Essential Steps for Optimizing Your Workforce.

Image for post
Image for post

Let’s waste no time. The ultimate success and lasting sustainability of any contact center relies heavily on effective workforce planning and management.

As every frontline agent on the call floor contributes to one of the largest cost factor in most centers worldwide, organizations and the products and service they offer can crumble overnight as a direct result of poor Workforce Management. Based on our own first-hand experiences of center life, we’ve learned over the years that effective Workforce Management is crucial to successful agent optimization.

Let’s take a look at what we’d define as the five essential steps of Workforce Management. …

Image for post
Image for post

Here at The Call Center School, our core focus and passion has, and will always be, developing first-class, engaging content that every cog of the contact center can enjoy daily and benefit from. From Quality Analysts, to Supervisors, to the frontline agents assisting your customers this very second, we leave no stone unturned in delivering the best learning experience we possibly can.

In recent times, social customer service has been a hot topic during our coffee breaks and casual meetings. …

The Trusted T.A.C.O.S. Model for Contact Center Trainers.

Image for post
Image for post

The lasting reputation and ultimate sustainability of any organization rests heavily on the shared efforts of every agent on the call floor. If half-hearted, unfocused efforts are the peak of the customer care on offer, contact centers and the organizations financially supporting their existence can, and have, crumbled overnight.

In broad terms of what customers deem as an acceptable quality of service, let’s imagine that you’re an everyday consumer. Would you hand over your hard-earned cash to a company that’s fronted by a floor of untrained, and so unconfident agents, every time you call for support?

As new hire agents autograph their contracts of employment, the majority smile at the assumption that they’ll be provided regularly with constructive learning and development opportunities. Nonetheless, the rife, eye-popping reality is that some corporate decision-makers still remain completely oblivious to the long-standing benefits of terrific training experiences. …

Four simple yet strategic techniques you can apply immediately to boost and retain frontline focus.

Image for post
Image for post

Dreaded employee turnover needs no introduction. It’s one of the most crippling circumstances organizations of every shape, size, and offering face every single day. More alarmingly, the troublesome trait transpires. In recent years, concrete statistics continue to reinforce the reality that those bustling center scenes we collectively devote our efforts to have the highest turnover rate worldwide.

Don’t panic; there’s no need to nervously nibble on your fingernails. …

Image for post
Image for post

Here at TCCS, we recently had a rather riveting discussion about just how much frontline agents truly appreciate the importance of going the extra mile for every single customer.

Reflecting on our own experiences, we firmly believe that agents can’t possibly maximize and exert their potential if they aren’t mindful of the crippling implications of poor customer service.

There’s no time for turkey talk. Let’s get started!

What do customers expect?

One of the most common complaints of the modern customer is the inability to receive a seamless, satisfactory experience. Receiving such a quality service is a basic promise that customers expect from the organizations they choose to do business with. …

Go the extra mile. Succeed as the agent!

Image for post
Image for post

It’s a crowded global marketplace out there, bursting at the seams with consumers who each have very different requirements, at different times, via different support channels. With that in mind, many organizations still strongly believe that it’s as impossible to make a sweeping generalization about what every single customer expects than it is to sneeze with your eyes open.

To this very day, a bottomless sea of customer-facing channels continue to capture organizations as they persistently, profusely proclaim how they’re one hundred and ten percent customer-centric. Pretty reassuring, right? …

Image for post
Image for post

We’re all customers. Yes, while it may seem like an obvious, generalized perception of everyday purchasing trends, resist the unnecessary facepalms for just a moment.

As customers we invest our trust, time and hard-earned money in a wide range of products and services that cater for both our personal and professional requirements. Whether it’s buying goods from your local convenience store, calling your ISP to report an intermittent fault, or ordering a nostalgic t-shirt online, the backbone of customer retention is consistency, irrespective of the product or service.

While unnecessarily complex definitions and perceptions of successful customer retention shadow the concept, the principle really is simple. By combining an offering that customers really, really want, with a genuine willingness to care and consistently exceed expectations through service, customer retention will flourish. …

Image for post
Image for post

Albert Einstein once said, “Life is like riding a bicycle. To keep your balance you must keep moving”. We thought about this for a while. We then considered that Einstein also said, “wisdom is not a product of schooling but of the lifelong attempt to acquire it”. It sent our minds spiraling into a state of creative overdrive.

The questions we asked.

As we hurried to the drawing board to rethink our students’ requirements in detail, we quickly arrived at two fundamental questions we needed to answer.

How can we support students and help them to keep their skills up-to-date in order to provide a first class experience to your customers? …

Image for post
Image for post

At some point since 1989, most of us have gazed and pondered in amazement at the futuristic expectation of 2015 depicted in the 1989 blockbuster classic Back to the Future II. While the then seemingly absurd predictions of Bio-metric technology, video communication, mounted flat-screen TVs, and video glasses are today a spookily accurate reality, absolutely no predictions were ever made about how users will embrace a rich e-learning experience across multiple devices. It’s time to bin any secret obsessions of hover-boards and self-tying shoelaces, because 2015 is the year of responsive e-learning design!

Let’s face the facts. We live in a rapid, multi-device world where switching between tablets, smartphones, and trusty desktop PCs has quickly become a second nature fixture of our daily routines. With sophisticated Internet-enabled devices at the fingertips of so many people worldwide, understanding the fundamentals of how people learn is key to developing a one-size-fits-all e-learning solution that works seamlessly across all devices. …

Image for post
Image for post

The rise in e-learning popularity is showing no signs of slowing any time in the near future. It’s rapidly changing the way we look at knowledge and skill acquisition and provides students with a much more impressive, and more effective, learning experience than ever before. Seems like a perfect addition to any contact center.

As absolutely faultless as it seems, how much of an impact does e-learning really have on the contact center? In a continued effort to find the perfect balance between a positive learning experience and technology, what does the future hold for dedicated, on-site Training Departments who until the introduction of rich e-learning solutions were fully responsible for delivering all training efforts to classroom after classroom of students? …

Phil Barron

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store