Adding Sales to Your Service CultureBy Susan Hash
Companies have gotten smarter about the technology they use to support sales in the contact center, but most have not managed to make a successful cultural transformation from service to sales. A look at where centers are going wrong, and advice for making a smooth transition to a service-and-sales environment.
Voices of the CustomerBy Jay Minnucci
Today’s companies have many opportunities for listening to the voice of the customer. Increasing the clarity of those voices through customer survey management and reviews of unsolicited feedback channels is critical to drive change in the organization.
Make the Right Technology Choices to Hear the Voice of Your CustomersBy Lori Bocklund, Brian Hinton and Lori Fraser
The appropriate technology can help companies to maximize the value of customer feedback. How to align goals, requirements and the existing environment to deliver on your voice of the customer strategy.
Employee Performance: Managing the Bottom 10 PercentBy Rebecca Gibson
One size does not fit all when it comes to managing employee performance. In the final article of this three-part series, we offer tips for managing your low performers, and suggestions for handling employees who are close to the end.
MetLifeBy Susan Hash
How does MetLife consistently maintain a high-performing contact center year after year? By creating a team of confident, satisfied and experienced agents.
Coaching Frontline LeadersBy Tim Montgomery and Beverley McClure
The most critical success factor in agent performance is ongoing coaching for the supervisors who provide the frontline coaching. Find out how to develop and launch a leadership coaching program.
What to Do When Everyone Hates Their SchedulesBy Tiffany LaReau
You can rarely make everyone happy with their schedules, but you can make changes that appease the majority. A six-step process for creating schedule harmony.
Align Frontline Compensation to VOC Metrics for Improved PerformanceBy Mike Desmarais
Is your center’s frontline compensation strategy driving the right type of behaviors and performance? Tying bonus and recognition practices to voice of the customer metrics is the best way to boost first-call resolution and customer satisfaction performance.