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TASKE Technology's Call Center Blog

Posts Tagged ‘motivation’

Keep Agents at the “Right” Level of Busy

Last month, we talked about ways to keep agents engaged during the holiday season. When call volumes peak, it’s important that agents continue to excel at customer satisfaction to gain new customers and retain existing ones through excellent customer service.

When looking at your agents’ ability to perform well when call volumes peak, it’s also important to monitor how busy they are on an ongoing basis. If agents are too busy most of the time, you may start to have problems with agent frustration and burnout. These conditions can mean that agents no longer handle calls as well as expected. As well, your turnover rate may increase at a time when you least need it.

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Tags: agent activity, agent productivity, call volume, customer satisfaction, customers, forecasting, motivation, occupancy, operating costs, work time

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

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

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