Changing Call Center Agent Behavior

There is no bigger area in a call center to tackle than our ability to change agent behavior. It is central to every major issue in a contact center: NPS, Customer Effort, CSAT and Turnover just to name a few. No matter the analytics or technology, we all recognize that we ultimately deal with customers one call or transaction at a time.

A Contact Center Christmas Poem

‘Twas the night before Christmas, when all through the center Not a creature was stirring, not even a printer; The headsets were hung by the cubicles with care, In hopes that not too many calls would be there.

The Four Steps to Changing Employee Behavior

One of the primary goals of any leader is to continually develop their staff. Improving employee performance typically requires some sort of sustainable change in behavior. If someone lacks empathy with their customers, they have to purposefully change their actions and statements to successfully close this performance gap. We’ve outlined four key steps to changing employee behavior.

by tpc| Tags : leadership employee VOC

Rewarding Contact Center Employees When the Budget is Tight

Sometimes reward and recognition programs take a hit in a downturn economy. We make the assumption that movie tickets or other chachkies are the only viable options for rewarding our employees.

by tpc|

Coaching Employees

I love the game of baseball. National pastime and all, it is my favorite sport. To completely confess, I am also a New York Yankees fan. Growing up in Connecticut you have a choice: The Red Sox (Satan's demons...) or the Yankees. It was an easy choice.

by tpc| Tags : coaching work employee


It never ceases to amaze how large a role trust plays in an organization. We have written about it before in this blog yet it will never be enough. As we move our way through any discussion in business, most every catalyst for change is related to a lack of trust.

by tpc| Tags : role trust customer

One at a time...

Face it we are all a little selfish. Unfortunately it all too often starts first with me, myself and I and then we go from there. That singular focus on "ourselves" despite how hard we try to focus on others can be a strength in business.

Your call will NOT be monitored for quality assurance....

It is a simple change: Today: Your call may be monitored for quality and training purposes. Tomorrow: Your call will not be monitored for quality assurance; your opinion and advice is much more valuable than ours.

by tpc|

Salesforce figured it out...

A belated update to my salesforce problem. When the account was set up for my upgrade the wrong platform was inserted. As a result, when upgraded it would not take on the attributes required. In other words a very small mistake very early in the process caused the issue.

by tpc|

Say what?

My mortgage is with Litton Loans. I ran into a problem the other day. I needed a statement of my activity. Figured I could get it online and created an online account. I could not figure out how to print a report so I sent the following: ...

by tpc|

Customers at work....

One of our clients, recently asked a question of their customer in response to a customer service interaction they had just completed.

A Belated Happy New Year & Year End Reviews

Only nine days behind schedule on wishing you a Happy New Year. "Having done that...". let's talk about 2011 and the opportunity in front of us.

by tpc|

Words vs. Numbers

Here is the test. Which would you rather have for customer experience feedback? A. On a scale of 1 to 5 how would you rate our customer service? Score: 4.7 B. Customer response:" I like your company and you did a great job with our service. Your service representative George took some extra time and fixed my information so it would be easier to purchase again.

by tpc|