5 Reasons That Call Center Stress Is Destroying Agent Retention

call center stress

Workplace stress has been called “a costly epidemic” (seems right) and, for some unclear reason, Groupon (yes, that Groupon) recently did a study on work stress — and found it to be pretty pervasive. There is an irony to all this, of course: in the 1930s, Keynes (a relatively famous economist) predicted that we’d be […]

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How To Improve Customer Experience And Call Center Attrition With One Solution

Friday, May 12, 2017 Agent Attrition, Customer Experience

how to improve customer experience

Man, customer experience really took off, didn’t it? For years, executives essentially viewed customers as wallets with fingers. Then, sometime around the early part of the 2010s, customer experience became “the thing.” Everyone wanted to know how to improve customer experience. Breathless strategies rushed into every corner of the space. Suddenly, there were enough “customer […]

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4 Ways To Reduce Call Center Turnover Rates And Improve Customer Loyalty Like A Boss

Wednesday, May 10, 2017 Employee Turnover, Agent Attrition, Customer Retention

improve customer loyalty

Let’s start with a couple of held-to-be-self-evident truths. Most executives want — and are ultimately bonus’ed off of — customer growth, and taught that one path to it is to improve customer loyalty. And while not every executive believes the call center can drive revenue growth (hint: it can), smarter ones realize there are gains […]

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The Next Big Secret In Customer Experience Marketing

Thursday, May 4, 2017 Customer Experience

customer experience marketing

“First it works and then it doesn’t.” I really like the way growth hacker Andrew Chen explains a marketing phenomenon that he somewhat facetiously calls “the law of shitty clickthroughs” . You may prefer to call it a law of diminishing returns. The idea is simple. Your marketing team has identified a couple of very […]

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You Don’t Buy Based On ROI

Monday, April 24, 2017 Costs and Measurement

ROI

First, a quick haiku:   Show me ROI. “Stakeholders” love to say it. It’s only Tuesday?   “ROI” is the thing in most companies, and that makes sense. Many companies are still run on cost-cutting measures almost exclusively, and in such an environment, any investment needs to have significant return to make logical sense to […]

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Optimizing The Outbound Call Center

outbound call center

We all probably inherently know that an outbound call center — one typically focused on sales — is not usually going to be a stellar place to work. It’s all about numbers, and stress, and KPIs, and carrots and sticks. Buzzfeed, which doesn’t wade into the world of work that often, even has an article […]

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