By Barb Lyon on August 13, 2011
If you are going to proclaim that you care, then you should truly demonstrate it. If you proclaim you care about your customers, then you’d bloody well better act like it. More damage is caused by not walking the talk. “Your Call is Very Important To Us”… Is it really? I have spent the most [...]
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By Carter McNamara on April 7, 2011
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By Barb Lyon on April 1, 2011
We’ve all heard the saying “knowledge is power.” What we often forget to do is to stop and ask our customers and even ourselves if we are focusing on the right issues. WHAT is important to your customers? Is it speed of service or response? Is it quality of service or response? Is it ease [...]
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By Kim Vey on December 16, 2010
A lot of call centres experience peak call volumes around this time of year, especially if they’re supporting the retail sector, and with inclement weather hitting right now people are stressed with driving, shopping, baking and trying to get everything done before the holidays start. Sometimes our customers can be a little impatient and conversations [...]
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By Kim Vey on November 23, 2010
Recognize the bad stuff too! How to make the good words even more meaningful for Reward and Recognition in your Call Centres A friend emailed me the other day and suggested that we could make our words even more meaningful by effectively dealing with issues and concerns. He said ‘Even if you deliver recognition perfectly, [...]
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By Kim Vey on November 15, 2010
We can’t place enough value on the face to face interactions we have with our call centre staff. Making it a daily habit to ‘walk-about’ is a great one to establish early on when you’re leading a team. But ‘positive reinforcement’ comments can be double edged and you may be perceived as being ‘fake’ if [...]
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By Kim Vey on October 27, 2010
If you are a call centre leader, and your centre has a well structured program which is administered by a designated person, your job is half done. Usually the ceremonies are all booked and planned, you just have to show up, hand out the certificates, gift cards, prizes…maybe say a few words, but basically – [...]
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By Kim Vey on October 19, 2010
I’m currently doing research for a book on reward and recognition in call centres – what’s new, some fresh ideas, what motivates reps these days, etc and preliminary results show that 100% of the companies surveyed so far have some type of program. I thought it might be interesting to share some preliminary results with you today. [...]
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By Kim Vey on October 12, 2010
If you Google how long it takes to form a habit, you’ll get anything from 21 to 28 days, but there is no solid evidence on what the answer really is. We all agree though, that an acquired behavior pattern takes customary practice or usage – which in plain-speak means – do it every day [...]
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By Kim Vey on October 6, 2010
Call centers are now a mainstream tool for providing customer service to a very large audience. As a co-host of the Customer Service blog, I’m going to share some useful ideas about how to maximize the performance of your call centers. So what can I tell you about it? I hope to be able to [...]
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Barb Lyon has 20 years experience managing diverse and dynamic customer-centric operations, including on-boarding and
workflow processes and talented teams to deliver an outstanding customer experience. [Read more ...]
Kim Vey has over 20 years of experience as manager of front-line staff and management professionals to achieve strong results in performance,
including in call-center customer service.
[Read more ...]