Let's Grow Leaders

NOVEMBER 8, 2013

After all this was a recognition focus group for the top reps in this enormous call center. accountability Authenticity confidence Fear and Courage grow your career Risk taking call centers career development disengagement employee engagement frontline leader frontline leadership leadership team leaders'

Case Study 501

Case Study Call Center Team How To 501

Rapid BI

MARCH 16, 2016

We have all been there, on a phone call to a call centre and trying to make sure that the spelling of a name or address etc is correct. the the person in the call centre starts saying things like "a for apple" or "T for tree". The post NATO Phonetic Alphabet – SIA & Call Center Training appeared first on.

Call Center 28

Call Center Training Management 28

Eric Jacobson

FEBRUARY 25, 2014

Did the employee fumble when transferring the call if making a transfer was necessary? Was there distracting background noise on the employee''s end during the call? Call Centers Customer Service Customers Eric Jacobson on Leadership and Management Telephone Skills'

Call Center 50

Call Center Quality Reference Efficiency 50

Let's Grow Leaders

OCTOBER 30, 2012

If you need to contact a customer service call center, today would be a good day. From my experience and in talking to leaders in call centers across the industry, today the phones [.] You will likely get great customer service. Employees will be happy, spirits will be high. Oh, and the pictures will be fantastic.

Call Center 374

Call Center Industry Energy 374

Let's Grow Leaders

FEBRUARY 12, 2014

” -Larry Bird I walked into the call center training room and the team was all working on the call center equivalent of a basketball “3 pointer” […] The post Focus on the Fundamentals appeared first on Let's Grow Leaders. Some guys will just take off and it’s like, whoa.

Call Center 424

Call Center System Training Team 424

Let's Grow Leaders

FEBRUARY 25, 2015

For My LGL Call Center Peeps. I know many of you work in a call center world. I’ve been doing a good bit of work and writing recently for call centers that I thought would be useful to share. 5 Myths Hurting Your Call Center Strategy. What Every Great Call Center Needs.

Call Center 180

Call Center Team Covey Discount 180

Let's Grow Leaders

FEBRUARY 16, 2015

I’d been giving out recognition awards on my massive “road trip,” a 27 states in 45 days kind of tour of motivational kick off meetings in Verizon Wireless’ outsourced call centers. Communication Began begin building confidence call centers coaching confidence effective call centers Mentoring'

Call Center 180

Call Center Wireless Outsourcing Mentor 180

Let's Grow Leaders

OCTOBER 10, 2012

This is not the norm in the call center space, but one guy raised his hand. I was attending a breakout session on social media strategy at the International Customer Service Association conference, when the presenter asked, “who allows their reps to have Facebook on their work computers?”

Call Center 304

Call Center Conference Media Strategy 304

Strategy Driven

JULY 23, 2021

There Is a Difference Between a Call Center and Answering Service. Many business owners make no distinction between an answering service and a call center. A call center is a network of telephone agents that both receive and make calls primarily for marketing companies.

Call Center 132

Call Center Industry Definition Globalization 132

Let's Grow Leaders

AUGUST 25, 2012

I met a fantastic woman at a call center recognition event. My day began well. She shared this great story… which I humbly share with you. Everyone kept telling me that I needed to be more confident, to be the expert for our customers. But the problem was I just wasn’t feeling confident. And…I didn’t [.]

Call Center 287

Call Center Mentor 287

Let's Grow Leaders

JANUARY 31, 2014

At the beginning of each year, I travel the country giving inspirational kickoff speeches in call centers. This year, the theme of my speech is creating “connections” with our customers and our teams. What better way to reinforce connections, than to include everyone in the speech writing?

Leadership Styles 476

Leadership Styles Call Center Leadership Travel 476

Let's Grow Leaders

APRIL 23, 2014

We needed some fun recognition to inspire call center reps to provide great customer service. “Let’s give […]. When you’re running full speed ahead with a great idea, be sure to look back over your shoulder to see who’s with you. A Great Idea My staff team had a great idea.

Call Center 466

Call Center Energy Execution Career 466

Let's Grow Leaders

JUNE 23, 2014

Shelly (not her real name) was completely frustrated with her team’s call center results. Sure the out-of-the gate progress feels great at beginning, but if you don’t take time to create genuine connections and build relationships, somewhere down the line you’re going to derail. Shelly’s Story.

Call Center 459

Call Center Incentives Energy Class 459

Let's Grow Leaders

MARCH 12, 2014

One of the most frequently uttered phrases in call centers is to instruct reps to “leave their home burdens at home, they won’t help you serve our customers.” ” I get it, but I refuse to say it. The truth is, I don’t believe life works that way.

Call Center 431

Call Center Motivation Team 431

Management Excellence

MAY 4, 2011

Note from Art: this is a rave. I was on the receiving end of one too many miserable support experiences recently, and this is my, “I’m Madder than Hell…” response. To the Executives and CEOs who believe it is a good idea to make your customer's lives miserable, get a clue.

Call Center 78

Call Center Outsourcing CEO Execution 78

Let's Grow Leaders

JUNE 27, 2013

I felt my energy drain as I drove toward the call center. The center’s results were stagnant– it was time to dig deeper. I was there to help, but also to deliver some tough messages. Necessary, not fun. “Joe,” one of the managers, ran enthusiastically across the parking lot.

Energy 444

Energy Call Center Leadership Stress 444

Strategy Driven

APRIL 21, 2021

Call center operators. Managed IT services can be a godsend when it comes to the installation, maintenance, and monitoring of your computer and network systems while live chat can bring your website firmly into the 21st century while call centers offer an inexpensive method of dealing with call volume.

Cost 93

Cost Call Center Strategy Outsourcing 93

Strategy Driven

NOVEMBER 27, 2021

There are lots of features you should look for when choosing contact center services, including the following: Call center analytics. This is why call center analytics is so critical. The majority of today’s call center solutions include a CTI that connections the functions of your phone with your computer.

Call Center 112

Call Center ROI Reputation Follow-up 112

Lead Change Blog

MAY 29, 2014

She has a diverse background of executive leadership experience in sales, customer service, call centers, human resources, merger integration, training and leadership development-- the last 20 years of which have been with Verizon.

Micromanagement 294

Micromanagement Wireless Wiseman Call Center 294

Lead Change Blog

APRIL 8, 2014

She has a diverse background of executive leadership experience in sales, customer service, call centers, human resources, merger integration, training and leadership development-- the last 20 years of which have been with Verizon.

Wireless 295

Wireless Wiseman Call Center Outsourcing 295

Let's Grow Leaders

SEPTEMBER 6, 2021

He was my technical expert— he knew everything about the network and call center operations. Back in my Verizon days, one of my favorite peers, Dan, and I were always advocating for one another—but for completely different things. And I was his HR and team development sounding board.

How To 551

How To Learning-by-Doing Course Call Center 551

Let's Grow Leaders

OCTOBER 21, 2015

For example, when I am positioning myself for change management work in the call center space, I do believe I have a cocktail that is unique. I’m uniquely positioned to help a call center turn their results around. and I’m about to publish a book for AMACOM based on that experience. Namaste, Karin.

Call Center 180

Call Center Outsourcing Reference Education 180

Terry Starbucker

AUGUST 27, 2017

The best example of “trap avoidance” working in the real world, for me, was during my cable TV career when I was talking to a call center agent about the “ policy ” of doing everything in her power to avoid a costly truck roll to a customer’s house. I rolled the truck, and I don’t care about the consequences”.

Call Center 192

Call Center Letter Policies Guidelines 192

Let's Grow Leaders

SEPTEMBER 22, 2014

call center directors, team leaders). Here’s what such an informal competency could look like in the call center director world. The debate and prioritization are worth the time, even if you never do much more with the model. Of course, the further you take it, the more impactful the exercise becomes. An Example.

Team 466

Team Call Center Participative Wilde 466

Strategy Driven

AUGUST 4, 2021

One way to instantly do this is to set up an outbound call center to help manage customer complaints and inquiries. With an interactive voice response (IVR) system, your customer support team can efficiently handle incoming calls. You can also hire a remote team of agents to provide your contact center services.

CRM 69

CRM Call Center Price Incentives 69

The Horizons Tracker

OCTOBER 25, 2023

They cite the example of Teleperformance, a prominent call center company, which employs extensive digital monitoring of its remote workers. In the context of employee monitoring, the researcher argues that monitoring practices can significantly restrict individuals’ freedom.

Call Center 114

Call Center Definition Reference Objective 114

Leading Blog

MARCH 1, 2020

Cops chase robbers, doctors treat patients with chronic illnesses, and call-center reps address customer complaints. We stay downstream, handling one problem after another, but we never make our way upstream to fix the systems that caused the problems. But many crimes, chronic illnesses, and customer complaints are preventable.

Books 398

Books Handbook Leadership Tactics 398

Terry Starbucker

JUNE 19, 2011

A lot of it surrounded improvements to call centers, and this was where the dilemma came to the surface. The implication was clear – improve the call center “service level” (the percentage of calls answered within 30 seconds), or suffer the slings and arrows of impatient customers. But that costs money.

Call Center 264

Call Center Metrics Bottom-up Cost 264

Decker Communication

JUNE 28, 2021

While I loved all my roles, one in particular really helped me grow as a leader — managing a call center in financial services. The energy in a call center is incredible. Take a moment to revisit the call center, reimagined for the hybrid world.

Call Center 95

Call Center Energy Insurance Participative 95

CEO Insider

MAY 10, 2023

There are jobs where someone needs a Call Center Agent or someone to do a random job that is easy and does not demand extravagant skills.

Call Center 52

Call Center Magazine Skills Positioning 52

Let's Grow Leaders

APRIL 15, 2016

Sure I had done a lot of speaking before, but only to internal Verizon crowds or to my outsourced call centers where I was “the client. And for my call Center Peeps, see my ICMI video interview How to Be a Better Contact Center Manager. Now he’s a friend. Shep smiled: Great job.

Call Center 180

Call Center Conference Outsourcing Advice 180

Let's Grow Leaders

DECEMBER 22, 2016

Police, firefighters, military, call centers, convenience stores. In our family we also have concerns that weigh heavy. Stopping can sometimes be too quiet. I am also so grateful to all who cannot stop this holiday. There are many people “going” to empower our stopping.

Power 180

Power Film Call Center Workshop 180

Leading Blog

NOVEMBER 5, 2018

Users connect with you through call centers, emails, searches, your website, and networking events. “When companies cannot seem to figure out why they have stalled, customers’ pain points and headaches are often great places to start.” This is true for churches too. What questions are people asking that you aren’t answering?

Innovation 312

Innovation Simon Case Study Storytelling 312

Harvard Business Review

APRIL 19, 2011

In the not-so-distant past, it was standard practice in customer service to hire only those candidates who knew how to follow scripts, were familiar with the necessary technology, and had several years' experience in another call center. But a few years ago, American Express reexamined its call-center strategy.

Call Center 15

Call Center Attrition Hotels Metrics 15

Strategy Driven

JANUARY 20, 2024

Outsourcing customer support to a call center or customer service agency can provide 24/7 coverage, multilingual support, and cost-effective solutions for handling customer inquiries and issues. It also guarantees prompt resolution of technical issues, minimizing downtime and potential losses.

Outsourcing 103

Outsourcing Compliance Content Efficiency 103

Harvard Business Review

APRIL 10, 2017

In almost every company around the world, the contact center typically features row upon row of workstations, with reps at each station—headsets on and heads down—going through the same scripted, robotic interactions with each and every customer.

Call Center 10

Call Center Metrics Advice Tools 10

Let's Grow Leaders

MAY 14, 2014

The other day, I heard a customer service VP on stage talking to a team of call center reps trying to inspire great customer service. Out of Touch -A close cousin to #2, leaders lose credibility when they can’t relate to the personal circumstances of their teams.

Long-term 504

Long-term Call Center Energy Commitment 504