As a child, I hated going to the dentist. The idea of keeping my mouth open, for what felt like an eternity, while someone poked and prodded at my teeth, was never a pleasant experience. Funnily enough, what helped me get through those torturous endeavours was the artwork displayed in that dental office. Strategically placed on the ceiling, above the chair, I had the pleasure of gazing at so many lovely pictures. Now, I’m not saying they had a Picasso on their ceiling, but the distraction of a group of puppies or even a “Where’s Waldo?” poster really took my mind to another place. Isn’t it amazing what pictures can do to your state of mind?
This same idea can be applied to the call center space. In my opinion, bare walls in an environment where you’re trying to build a strong customer service culture is a big no! Choose pictures that encourage CSR’s to learn, to feel something, or to see beyond the bad interactions they may have had that day. (The “big picture”- pun intended.)
Here are some motivational pieces of art that customer experience leaders can scatter throughout their office space. Continue reading
St. Patrick’s Day is a great excuse to drink green beer, dress up like a leprechaun, and embark on shenanigans with those close to you. Unfortunately, for most contact center agents, St. Patrick’s Day is just another day at the office * cue the violin *.
Last week, Fonolo hosted yet another Google Hangout to discuss the state of customer service from the perspective of call center leaders. This fabulous panel of frontline experts shared their comments and stories on four topics: social media, call volume spikes, agent culture and mobile. To save you some time, we’ve extracted video snippets from each topic.
