Blog

Page 24

4 Neurolinguistic Traits that Help Predict Agent Success

by Cathy Biddulph in Agent Recruiting, Cathy Biddulph

Would you want your customers talking with unmotivated, uninterested, and unskilled agents? Of course not! You want your customers to talk with agents who are knowledgeable, skilled, and hardwired with the right neurolinguistic profile (aka mindset) to deliver a great experience. Every human brain processes communication and procedures differently. The study of neurolinguistics examines the […]

 

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Diving into a Rich Agent Talent Pool

by Amy Bennet in Agent Recruiting, Amy Bennet

Is the strength (or weakness) of the available agent talent pool a factor in your decision in where you should outsource your contact center? Behind all of the KPIs and operational processes, employees and agents are a product of their region’s education, linguistic diversity, and economic attributes. In most cases, the strength of the local […]

 

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Diversity in the Contact Center

by Cathy Biddulph in Agent Recruiting, Cathy Biddulph

“Strength lies in differences, not in similarities,” wrote Stephen R. Covey, business professor and best-selling author. The same holds true in the contact center business. It is a well-established fact that one of the primary benefits of partnering with a contact center for customer care is having someone else shoulder recruiting and human resources responsibilities. […]

 

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Why the ‘Cookie Cutter’ Call Center Doesn’t Deliver High Quality Customer Experiences

by Andrew O'Brien in Andrew O'Brien, Customer Experience, Order Management

There’s something to be said about the consistent messages that are advertised by call center outsourcers. When companies are seeking a partner to handle their customer service calls, most organizations hear the same age-old promotions: “we’re different,” “we provide outstanding customer experiences,” and “come read our case studies to see why we are so great!” […]

 

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Let There Be Custom Call Center Reporting

by Jamie Hubbard in Customer Service Outsourcing

Want it. Want it. Need it. Got it. When it comes to reporting, contact center clients should be able to report on relevant activity to the campaign or the process. In too many cases, though, cookie cutter reports ‘throw up’ a ton of data and leave you digging for your calculator or exporting data into […]

 

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