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 […]
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, […]
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 […]
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 – […]
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. […]
By Barb Lyon on April 28, 2010
Usually I end my posts with a quote to provoke further exploration of these Customer-Centric concepts. Today I am starting with one because I believe your Customer Experience map should be considered your key strategy to elevate you above your competition. Onboarding is a critical element of this strategy. “A strategy is, at its core, […]
By Barb Lyon on April 23, 2010
Who Owns the Customer Experience in your Organization? Answer: Everyone Should. Who drives the Customer Experience strategy? Answer: The Leader who is responsible for providing customer service. The executive team should be 100% supportive and enabling of the necessary collaboration to establish a Customer Experience that is the best in Delivering Service Value. The […]
Carter McNamara of Authenticity Consulting, LLC, provides organizational development, consultant training and Action Learning services, and is developer of the Free Management Library. [Read more ...]