Optimizing The Outbound Call Center

Friday, April 21, 2017 Workforce Optimization

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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Maslow’s Hierarchy: The Key To Great Customer Experience

Thursday, March 30, 2017 Uncategorized

great customer experience

Like everyone else, your organization is focused on the customer experience as a key to sustainability and growth. But for all the noise around CX these days, there remains a glaring blind spot: the call center. It is here that one of the most basic models of human motivation is butchering the experience for your […]

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Six Wholly Unbelievable Things That Improve Employee Quality Of Life

Monday, March 6, 2017 Agent Quality of Life

employee quality of life

You can be of two minds about how many people truly care about employee quality of life. Obviously the worker bee segment of the population, including call center agents, wants to make sure there’s some degree of quality of life in their roles. Who wants to spend 10 hours or more a day in stressful, […]

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The Employee Incentive Program Of Your Dreams! (Or Just Common Sense)

Monday, February 27, 2017 Agent Quality of Life

employee incentive program

The first organic Google hit on call center employee incentive program (for me, at least) is titled “Focus on Agent Rewards and Recognition,” which somewhat inspired my title of this post. I cannot stand scrolling through relatively well-done research (that link above is, yes, including case studies) that is buried under a massively obvious headline. […]

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The Real Deal With Call Center Games

Friday, February 24, 2017 Call Center Gamification

call center games

I’m going to open by saying two potentially controversial things about modern business, so I hope you can keep reading after these bullets: Gamification, a strong contender for “Buzzword Of The Mid-2010s,” is actually stupid on its face — especially in call centers. Call centers are already gamified through performance management, where people are promoted, […]

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The Inherent Flaw In Call Center Stress Discussions

Monday, February 20, 2017 Agent Quality of Life

call center stress

Call center stress has always been an elephant in the room for customer service organizations. The people running these places know it exists, but they don’t necessarily acknowledge it unless some productivity KPI begins to suffer — like what happened recently in a Louisville 911 call center, or when AT&T was on the verge of […]

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