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Posts Tagged ‘economy’

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.

Read more of Three Tips for Keeping Agents Engaged During the Holiday Season

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

Enhance your Contact Center Offerings with Self-Service

In last month’s blog, we talked about how to motivate agents by creating an environment where they can focus on higher-value work. One great way to do this is to provide your customers with more self-service options. As well as offloading tedious work for your agents, self-service options can improve customer satisfaction and contact center operations, which in turn, supports your organization’s contribution to higher-level business objectives. Read more of Enhance your Contact Center Offerings with Self-Service

Tags: agent productivity, business objectives, call volume, customer satisfaction, economy, motivation, operating costs, self-service

Motivating Agents by Focusing on Higher-Value Work

Over the last couple of months, we’ve talked about the effects of staffing cuts on your contact center and how to mitigate them. Unfortunately, the economic reasons that often prompt staff cuts also make it difficult to provide financial incentives for the staff we have left.

In July, Bloomberg BusinessWeek published the article “Employment Costs in the U.S. Increased 0.5% in Second Quarter”, stating that businesses have avoided raising salaries due to high national unemployment figures. With almost 13 million people out of work in the U.S., the article quotes Tim Porcelli, chief U.S. economist at RBC Capital Markets LLC in New York, saying that “wage growth has slowed very sharply. In real terms, we’re actually negative.”

The only upside to this economic situation is that your agents aren’t likely being lured away by competitors offering better salaries. However, just because agents realize there are no financial incentives in moving on doesn’t mean that they’re happily serving your customers in an efficient and productive way. We’ve all dealt with unmotivated or disgruntled agents who (unconsciously or not), damage the reputation of your business with poor customer interactions. Read more of Motivating Agents by Focusing on Higher-Value Work

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

Addressing Three Common Challenges During the Holiday Season

With Black Friday behind us and Christmas fast approaching, you’re probably already in the midst of seasonal call volume peaks that occur for many businesses. In fact, you may have noticed that this year, and perhaps over the last few years, that this peak has increased due to changes in the shopping practices of your customers. Online and telephone shopping may be displacing some portion of your in-store sales.

Given our current economic climate, this seasonal peak can bring some interesting challenges. Let’s look at three that we see frequently. Read more of Addressing Three Common Challenges During the Holiday Season

Tags: agent activity, call metrics, customer loyalty, customers, economy, motivation, service levels, Training