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TASKE Technology's Call Center Blog

Posts Tagged ‘customer loyalty’

Do More Even When You Think You’ve Done Enough

In the past, we’ve talked about how it’s critical to keep your agents motivated and engaged. Customer satisfaction is directly affected by whether your agents care to handle callers and their issues efficiently and professionally. We’ve provided some tips for increasing agent engagement, such as providing higher-value work and offering incentives during peak periods, as well as making sure agents aren’t over- or under-worked. Unfortunately, one of the biggest challenges to keeping agents motivated and engaged is the nature of the call center. Dealing with frustrated customers and their issues can, understandably, take a toll on even the most conscientious agents on your team. Read more of Do More Even When You Think You’ve Done Enough

Tags: agent engagement, agent productivity, best practices, customer loyalty, customer satisfaction, incentives, turnover

Three Tips for Keeping Agents Engaged During the Holiday Season

Many organizations are heading into one of the busiest seasonal peaks of the year. This timeframe–including Thanksgiving Day, Black Friday, Cyber Monday, Super Saturday, and the entire Christmas holiday shopping season–is an opportunity for your business to gain new customers and retain existing ones through excellent customer service.

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Tags: agent activity, agent productivity, customer loyalty, customer satisfaction, economy, incentives, motivation, service levels, trends

Empowering Agents for Increased Customer Satisfaction

Last month, we looked at a few areas to investigate if performance metrics plateau. One great way to minimize the risk that you’ll face this problem in the first place is to ensure that your agents are engaged in their work and invested in the success of your team. Agents who see value in their role are key to keeping your customers satisfied and loyal.

Recently, BBC3 in the U.K. aired a television series that portrayed the contact center management practices of Neville Wilshire, founder and CEO of the Swansea-based Save Britain Money group. Wilshire’s management practices are controversial. You don’t hear best practice recommendations that suggest singing to start the day, but in the article “The Call Center: Nev’s unconventional employee engagement methods”, Lara Doyle points out that “the core concept of the methods he utilises is to keep his employees happy in order to maintain performance levels”.

More traditionally, the recommended way of engaging agents is to empower them with the authority to use their own best judgment when handling customer issues and managing their time.

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Tags: adherence, agent activity, agent productivity, best practices, customer loyalty, customer satisfaction, scheduling

What To Do When Performance Metrics Plateau?

On a short-term basis, your contact center can experience fluctuations in overall performance. You may be able to predict these fluctuations, such as higher call volumes resulting from new marketing programs or product discounts. Although these types of fluctuations are expected to occur, you generally want overall performance to improve over time. Read more of What To Do When Performance Metrics Plateau?

Tags: abandon rates, agent productivity, call metrics, call volume, customer loyalty, customer satisfaction, customers, incentives, KPI, metrics, motivation, service levels, Training, trends

Leveraging Existing Capabilities for Future Customer Expectations

Last year, we looked at three common challenges during the holiday season, including marketing campaigns that bring in first-time customers, fewer discretionary spending dollars, and overtaxed agents. Unfortunately, this year’s economy is not much improved, and you may again find yourself dealing with the same issues. However, it’s important to keep an eye to the future so that you’re prepared when markets take a turn for the better. Let’s take a look at how you may be able to leverage existing expertise and resources to meet slightly different customer expectations in the future. Read more of Leveraging Existing Capabilities for Future Customer Expectations

Tags: best practices, business objectives, communication channels, customer loyalty, customer satisfaction, customers, economy, forecasting, self-service, trends, workforce management