Try a quick web search, and you’ll find pages of content answering the question, “What is WFM?” But while many of the articles (and graphics and videos) provide some answers, they’re usually packed with industry jargon unfamiliar to most people. So, rather than help, all that information often leads to further confusion and misconceptions about…
Adherence. AHT. ATA. EWT. FCR. The contact center industry is full of specialized terminology, jargon, and acronyms. Whether you’re an experienced contact center leader or a newly hired call center agent, it’s challenging to learn and keep up with the latest workforce management (WFM) terminology. To help you make sense of your work life (or…
Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you are empathetic to the customer’s needs. In addition, saying the right words also can soothe an angry customer and…
Customers depend on well-trained, well-informed service agents for a quality experience — and this only happens through effective management.
Customer service agents have a tough job. As they’re representing a business or organization, they have to remain professional, courteous and respectful. This in itself can prove hard when a difficult customer is bombarding them with criticism or even abusive language.
Research shows Americans are more discerning about the quality of their customer experience than ever, with 89 percent admitting to switching to a different brand after being treated poorly.
Anyone who has ever made a call to a customer service contact center has heard this recording: “This call may be recorded or monitored, for quality and training purposes.”
As a contact center manager, one of the most important parts of your job is providing feedback. Regular quality feedback helps agents improve their performance, stay on track to meet their goals, and ensure that business outcomes are met.
Contact centers are the front line of customer service! So it’s crucial to have your finger on the pulse of common contact center problems to solve them effectively.
Everyone’s talking about the importance of a customer service culture. Leaders like to spend a lot of time creating strategy, which sets out your goals in a logical way.