As a call center manager, have you ever talked about deploying a call-back solution? If so, you have likely discussed the types of call-back options available to you. Some have the feature built in to their existing call center platform, or can have it added through their software provider while others – who are looking for a more robust solution – typically turn to a third-party vendor. Regardless of the approach, there are two types of call-back methodologies in the market, and oftentimes the call center manager doesn’t realize the vast differences between the two. Before we get into that, let’s talk a bit about call-backs for those of you who are new to the idea.
Author Archives: Daniela Puzzo
Facebook, Twitter and other messaging platforms have been battling fiercely to become the de facto channel for business-to-consumer chat. Capturing that title brings with it a powerful position that can be used to influence buying patterns, collect key data, and serve targeted ads.
Earlier this month, Apple jumped into the fray by announcing that iMessage will become a business communication platform. This is possibly the most significant development of the year in “conversational commerce”. As a customer service channel, chat has distinct advantages: it lowers cost for companies by allowing agents to juggle multiple conversations, it makes automated responses easy to blend in (aka bots), and, perhaps most importantly, it is the preferred style of communication for younger consumers. Continue reading →
You’re fighting a pounding headache, your long commute to work is completely mind numbing, and your hot coffee just took a spill all over your new white outfit – let’s face it, you’re having a bad day. Sometimes the best thing to do on these terribly consuming days is to simply laugh it off. I know it can be tough to plaster a smile across your face when you’re feeling less than chipper, but we all know that smiling feels really good! Endorphins and serotonin are all released when a smile flashes across your face, which makes your body relax, and can lower your heart rate and blood pressure. So let’s take the time to smile, especially today, as we observe National Smile Power Day 🙂
Nobody knows who came up with the idea of dedicating a whole 24 hours to this day, but one thing is certain: you can always find a good reason to smile. Smile Power Day is the perfect excuse to shine your pearly whites and show off those dimples.
Last week, Fonolo hosted a very insightful and engaging Google Hangout discussing the secrets behind a successful customer service culture. This fabulous panel of experts discussed how call centers can create a culture of collaboration. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
First, let’s take a quick look at the panel of speakers: Nancy Porte from Verint, Adam Toporek from CTS Service Solutions, Jeff Doran from CCEOC Inc., Shai Berger from Fonolo, and Kate Nasser, The People Skills Coach™.
Running a call center is no easy task, they follow strict KPIs, often operate on a low budget, and are highly susceptible to public scrutiny if their services are not up to par. However, even with a recipe that’s hard for many to master, some contact centers have discovered the perfect ingredients and should be praised for their success. We often commend businesses like Zappos or Publix, who have historically outperformed their competitors when it comes to customer service. This month though, I’d like to give a mighty high five to USAA, a Texas-based financial services firm helping people and families that serve, or served, in the United States military. Here’s why…
Ok, we get it; the job of a call center agent can be super stressful. You’re constantly dealing with customer rage, and as much as you try to fix the problem, sometimes it feels like customers are never really happy. On top of that, you’re pushing to keep up with strict KPIs (i.e. shorter handle times), and quite frankly, the stress of it all can be overwhelming.
It’s tough, we know, so today let’s add some laughter to your life. Everyone knows that laughing makes you feel good and puts you in high spirits, which is great for office morale! Plus, a good laugh can be compared to a mild workout, as it exercises the muscles, gets the blood flowing, and decreases stress hormones – stimulating more productivity throughout the work day.
So, here are 5 videos that are sure to give you a good chuckle:
Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. For example, it’s rare that you’ll find a call center operation without an interactive voice response system (IVR), an automatic call distributor (ACD), computer telephony integration (CTI) or a workforce management solution (aka “the basics”). So, instead of discussing the solutions that you (should) already have in place, let’s focus on the ones that you likely haven’t implemented yet.
Here are 5 call center technologies that can greatly benefit the success of your contact center:
With 30 years of experience, ICMI’s reputation for selecting speakers and bringing the most knowledgeable experts together is unsurpassed in the industry. This year’s show will welcome 1500 attendees, 100 speakers, 75 sessions, and 100+ of the top solution providers (that’s where we come in!) in a jam-packed expo hall. You’re sure to leave the event with a ton of important information and the ability to apply new strategies to your call center. Continue reading →
Any career that involves working with the public can be tiresome since making customers feel happy isn’t always the easiest task. You’re often relieved when they’re satisfied, while feeling helpless when they’re not. Unfortunately, 66% of customers with a problem experience rage, and agents need to know the right ways to handle these situations skillfully.
Luckily, there are some actions a CSR can take to make sure a bad conversation ends well. Here five simple steps in chronological order:
It was February 14, 1876, when Marcellus Bailey, one of Alexander Graham Bell’s attorneys, rushed into the US Patent office in Boston to file the patent for what would be the telephone. Today, 141 years later, we celebrate National Telephone Day. On this day we observe the history of the telephone and we use social media to capture our memories of how the telephone has evolved over the years. This day also brings to mind one industry that relies heavily on the telephone, call centers.
Even with the advent of social channels and self-help, the phone is still a sought after medium for answering consumer questions. Unfortunately, call centers have a bad reputation for being difficult places to work, especially for agents (aka CSR’s). According to Contact Center Pipeline, agent attrition is a top challenge for call centers. It’s easy to overlook just how tough this job is, CSRs often have to choose between conflicting priorities such as keeping handle times low, while creating a positive customer experience.
Here’s why call center agents quit and how you can avoid it. Continue reading →