How to Measure Supervisor Performance
Move beyond team averages to address the behaviors and skills that drive employee and customer satisfaction, and business results. Supervisors are an incredible force in contact cen-ters. They act as coaches, crisis managers, administra-tors and cheerleaders — all rolled into one package. Supervisors wear so many different hats that contact center managers often find it [...]
Four Trends Driving Training Value
A new vision for training groups in 2010: Focus on skills and opportunities to help contact centers grow the bottom line. Are you as happy to see the end of 2009 as I am? It was a rough-and-tumble year for U.S. businesses, and the workplace learning and performance (WPL) team certainly wasn’t exempt. We saw [...]
Audit Your New-Hire Training Program
The first months of employment sets the tone for rep engagement, retention and success. Like death and taxes, we can’t escape the need for new-hire training in the contact center. New reps have to hit the ground running when they start taking calls — it’s just the nature of the job. To a large extent, [...]
New-Hire Training: Simulate a Real-World Experience
Prepare new-hires for life in the call center by replicating the true work environment during the initial training phase. I watched with an air of confidence as our newest contact center agents sat at their desks for the first time since completing six weeks of training. I had become the training manager one week earlier, [...]
Training and Coaching: A Partnership for Performance
Today’s call centers demand new, innovative and integrated approaches to training, coaching and learning. The call center is becoming one of the most visible business units within the enterprise. It is often where customers will truly experience the brand and where information is rich regarding the customer’s needs and preferences. This visibility has added responsibility [...]
REGIONAL COMPANIES NEED TO RAISE THEIR CUSTOMER SERVICE GAME
A leading specialist in customer service excellence has urged regional companies to focus more on customer-driven business practice within their current customer service models. Dominick Keenaghan, a veteran call center expert and event director of the Middle East Call Centre 2011 show (MECC 2011), due in Dubai on May 31 – June 1, went on [...]
Customer Experience Management Essentials
A Brand New, Innovative Workshop From INSIGHTS Designed To Help You :- Re-assess your customer service initiatives so as to take them to the next level Improve your customer advocacy ratings through increased Word of Mouth and Referrals scores Develop meaningful VoC programs that quickly translate into improved results Adapt value-based accounting practices that accurately [...]
INSIGHTS Competency Based Call Centre Training For Agents, Supervisors & Managers
The INSIGHTS’ Contact Centre Training Program has achieved unrivalled success across the Middle East Region. The program is unique to many parts of the world, let alone this region. The uniqueness of the INSIGHTS’ Program stems from INSIGHTS’ affiliation with international accreditation bodies and a consistent, congruent approach to Contact Centre training. The Global Contact [...]
CIAC Certification: Motivating the Industry to Excellence
What Motivates Us? It’s no secret that keeping employees motivated has been an ongoing challenge for contact centers. For years contact center managers have tried various “motivators” such as bonuses, extra time off, and pizza parties without much luck. In a recent study, employees were asked to rank their top 10 motivators. Their employers were [...]
Essential Planning and Operational Skills for Contact Centre Managers
Understanding Call Centres The Call Centre Manager’s Role Characteristics of The Regional Call Centre Market The Planning Process Setting Targets Collecting Relevant Data Forecasting Useful Tools Staffing Scheduling Budgeting Operational Best Practice Real Time Management Contingency Planning Performance Management Ongoing Improvement Effectiveness Efficiency Quality Considerations Continuous Development For more see http://insights-me.com/index.php?id=100301&item=pos&file=intro&lmenu=posmenu.php
