Tag Archives: call-center-culture

The HAUNTED Call Center: 5 Party Ideas

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The HAUNTED Call Center: 5 Party IdeasYour call center works hard year-round to make sure metrics are being met and customers are happy. Oftentimes, when you’re busy dealing with everyday tasks, it’s easy to forget the importance of a fun working culture. Studies have shown that call center agents quit most often because of their work environments rather than their compensation. Companies need to find more ways to increase agent engagement and motivate employees. Luckily, a fantastic opportunity is just a few days away: Halloween.

Check out how you can create a hauntingly fun Halloween with these five party ideas!

 

 

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Why Your Call Center Should Celebrate National Selfie Day

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Why Your Call Center Should Celebrate National Selfie DayThe “selfie” has become an essential part of internet culture today. You’re bound to find at least one selfie on virtually everyone’s social profile. Although many studies have linked social media to depression, taking a selfie has actually been reported to do the opposite. In fact, a study by the University of California, Irvine reported that selfies, if done correctly, can actually help boost self-confidence.

So, how can your call center use #NationalSelfieDay to improve office morale and company culture?

 

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The Anatomy of a Successful Contact Center Manager [Infographic]

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The Anatomy of a Successful Contact Center ManagerIf you’ve chosen a career as a contact center manager, it won’t take long to realize how demanding the job is. It takes someone with many special qualities to succeed in this line of work. We’ve spoken to our fair share of call center managers, and we’ve noticed that many of the shining stars share a variety of common attributes. That’s why we’ve developed this handy dandy anatomy chart to highlight the characteristics needed to successfully handle this role. Continue reading →

[Video] 3 Takeaways from Our Google Hangout on Customer Service Culture

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[Video] 3 Takeaways from Our Google Hangout on Customer Service CultureLast 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™.

 

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How to Build a Customer-Centric Culture in Your Call Center

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How to Build a Customer-Centric Culture in Your Call CenterA well-defined company culture is crucial to the morale of any business. Organizations like Amazon and Zappos have created customer-centric brands that are directly reflected in their customer service. For contact centers to cultivate a customer-centric culture, managers must be diligent about producing teams with like-minded characteristics. In fact, Zappos is happy to fire employees if they do not fit within their culture! Don’t make firing a habit, instead, recognize who is cut out for the job and design a strategy that breeds success. Continue reading →

3 Secrets Behind a Successful Customer Service Culture [Google Hangout]

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3 Secrets Behind a Successful Customer Service CultureWhen United Airlines experienced a public relations meltdown for forcibly removing a paying passenger from a flight, there was serious concern over the company’s abysmal customer care. As Twitter lit up with memes mocking United Airlines, customer service experts were busy getting to the root of the problem: poor company culture. While many respected brands take customer service seriously, United lacked a cohesive narrative and customer-centric culture.

Culture is not created in a vacuum; it is born out of a shared mission to deliver excellent customer experiences, ones that are nurtured at every touchpoint. It begins at the top, with managers who lead by example and who are willing to ensure this mission is always carried out, and continues throughout the company. For companies that lack this commitment to customer service in their DNA, the results are always less than ideal. Continue reading →

4 Commitments Every Great Call Center BPO Must Make

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4 Commitments Every Great Call Center BPO Must MakeBetween multi-channel strategies, keeping up with consumer demand, and maintaining service levels, running a successful contact center today is no easy task.  With the enormous effort involved, many call centers are turning to outsourcers for help. Although some executives are hesitant to let a function of their business go, others realize that outsourcing a specific function is the best solution. Even the largest of corporations outsource entire departments to firms that have the time and expertise, along with a level of dedication to high-quality performance.

But what kind of promises should a BPO make to their call center clients? What makes them the most ideal outsourcer to choose? Here are four simple commitments a call center BPO should make.

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