Agents as the Organization’s Ears and Voice Call center representatives play the vital role of being the ears of the organization. Most customers find filling formal surveys and questionnaires to be too cumbersome and a lot of feedback is left uncollected. However, customers give out titbits of information during phone conversations which can be eye-opening […]
How Storytelling Helps in Customer Service Read More »
Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with
1. Be a Leader AND A Manager: Leaders share and communicate a common vision (of some future state); they gain agreement and establish the forward direction. Leadership is more than just telling someone what to do – it is inspiring them and motivating them by giving real world examples and ongoing guidance Good Leaders motivate
The 5 Key Requirements of a Successful Project Manager Read More »
What is it? In its simplest form, a helpdesk is a group of people assigned to assist customers in solving their problems. There are many different types of helpdesks and they are called by a variety of different names depending on the function that they serve, however the main point to make clear is that their purpose
Diagram of a matrix organisation (Photo credit: Wikipedia) With large projects having all the required resources to hand is sometimes a difficult job in itself. While systems and hardware are easily acquired, the skills and specializations that people can bring to bear need time to develop. You could “hire” for it, but to some extent,
MATRIX MANAGEMENT AND PROJECTS Read More »
As a manager, it is a key requirement to ensure that your team is appropriately trained on the minutiae of the job. How to find customer information, how to respond to customers, dealing with Irate customers and troubleshooting issues are obviously all things that you would ensure that your team receives. However, how important is
MANAGEMENT TRAINING AND SELF IMPROVEMENT Read More »
Management of teams in a call center environment is never easy. Depending on your industry and your hours of operation not only do you often have to provide services and support during holiday periods, you often have to do it with a skeleton staff. If those employees are on the bottom end of your performance
THE UPS AND DOWNS OF PERFORMANCE MANAGMENT – USING A BELL CURVE Read More »
Goals are essential tools for driving behavior and helping organizations achieve desired outcomes. However, to be truly effective, goals must be clearly stated, well-defined, and aligned with broader organizational objectives. When thoughtfully designed and rigorously tracked, goals not only increase motivation and performance but also provide clarity regarding job expectations. Why Well-Defined Goals Matter Poorly
The Power of Goals: SMART, OKRs, and Effective Methodologies for Success Read More »
Motivating staff for the best performance possible is a matter of finding the right drivers that interest them and reinforcing those drivers while providing negative reinforcement on other, unwanted behaviors. There are two main types of theories to motivate employees – the content theory (motivation is internally based on employee needs and wants) and process theory (external
MOTIVATION AND THEORIES OF MOTIVATION Read More »
