Agent Insights

Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!

by Patty Isnor in Agent Insights, Call Center Agents, Contact Center Coaching, Holiday Customer Service, Patty Isnor

Heading out of the office this holiday to grab some eggnog and enjoy the lights? While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting […]

 

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Empowering Your Team to Deliver Kick-Ass Customer Experience

by Kim Campbell in Agent Insights, Call Center Agents, Customer Service Outsourcing, Kim Campbell, Roadside Assistance

Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based […]

 

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Did You Give Up on Your Resolutions Yet?

by Patty Isnor in Agent Insights, Patty Isnor

Let’s just be real here. The majority of us set New Year’s resolutions, knowing all along that we will more than likely quit just weeks, if not days, after January 1st. We do it year after year, and we watch the people around us do the same thing. So what is it about human nature […]

 

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Agent Insight #3: The Agent Desktop and Applications

by Patty Isnor in Agent Insights, Patty Isnor

Why should we talk about agent desktops? That desktop interface (and its innate user experience) affects your agents, for better or worse. And whatever affects your agents will likely affect your customers… and your cost. As a contact center outsourcer, we work in an environment of in-house applications and third party applications provided by our […]

 

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Agent Insight #2: Agent Training and Knowledge Transfer

by Patty Isnor in Agent Insights, Contact Center Technology, Patty Isnor

Every outsourcing partnership must effectively manage the “hand-off.” At the beginning of the relationship, and as the partnership grows and evolves, the call center outsourcer must implement methods and processes that allows them to function as an extension of your operating team. That means adopting your agent training curriculum, implementing new processes, managing change control, […]

 

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Agent Insights: Five Lessons for the Buyer of Customer Service Outsourcing

by Patty Isnor in Agent Insights, Patty Isnor

Many successful companies will outgrow their customer service infrastructure at some point in their evolution. For obvious reasons, leveraging a customer service outsourcing partner to manage the frontline customer interaction can lead to trepidation within the purchasing camp. To gather a unique perspective, we decided to ask our agents on the front lines to recount […]

 

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