Jul
22

Advanced Performance Management Technology Improves Employee Engagement

In the ongoing effort to build better contact center agents who have more skills (both soft skills and hard skills), experience and enthusiasm for their work, regular one-on-one coaching is critical. Classroom training is important for new agents, but it’s generic and can only go so far. Most companies that pursue a policy of employee engagement today recognize that more frequent performance feedback and coaching can boost the agents’ morale and personal goal-setting.

Jul
19

"Robo-Agents" May Have Their Limits in the Near Future

While “Robocop” and “robo home housekeeper” (courtesy of “The Jetsons”) may still be concepts for the distant future, the idea of “robo agents” in customer service may be a more attainable future. Automation is rapidly entering the customer relationship – let’s face it, most customer inquiries can be automated with existing technology today – and the “smarter” this automation becomes, the less room it leaves for human agents?or so it seems.

Jul
18

Call Center Management Doesn’t Have to Look too Far to the Future to See Key Progress

Do you remember the fun of watching Sci-Fi as a kid, the look into the future and the types of products and living arrangements we had to look forward to? Even an afternoon viewing of “The Jetsons” was a fun insight as most of us hoped that many of the devices used to streamline the characters’ day would be available for us by the time we were adults.

Jul
17

Call Center Management Doesn’t Have to Look too Far to the Future to See Key Progress

Do you remember the fun of watching Sci-Fi as a kid, the look into the future and the types of products and living arrangements we had to look forward to? Even an afternoon viewing of “The Jetsons” was a fun insight as most of us hoped that many of the devices used to streamline the characters’ day would be available for us by the time we were adults.

Jul
16

Call Center Management Doesn’t Have to Look too Far to the Future to See Key Progress

Do you remember the fun of watching Sci-Fi as a kid, the look into the future and the types of products and living arrangements we had to look forward to? Even an afternoon viewing of “The Jetsons” was a fun insight as most of us hoped that many of the devices used to streamline the characters’ day would be available for us by the time we were adults.

Jul
15

Call Center Management Doesn’t Have to Look too Far to the Future to See Key Progress

Do you remember the fun of watching Sci-Fi as a kid, the look into the future and the types of products and living arrangements we had to look forward to? Even an afternoon viewing of “The Jetsons” was a fun insight as most of us hoped that many of the devices used to streamline the characters’ day would be available for us by the time we were adults.

Jul
14

Call Center Management Doesn’t Have to Look too Far to the Future to See Key Progress

Do you remember the fun of watching Sci-Fi as a kid, the look into the future and the types of products and living arrangements we had to look forward to? Even an afternoon viewing of “The Jetsons” was a fun insight as most of us hoped that many of the devices used to streamline the characters’ day would be available for us by the time we were adults.

Jul
13

Call Center Management Doesn’t Have to Look too Far to the Future to See Key Progress

Do you remember the fun of watching Sci-Fi as a kid, the look into the future and the types of products and living arrangements we had to look forward to? Even an afternoon viewing of “The Jetsons” was a fun insight as most of us hoped that many of the devices used to streamline the characters’ day would be available for us by the time we were adults.

Jul
7

Great Insurance Call Center Service Starts with Managers

While contact centers follow some of the same processes and procedures, and use the same technologies, from industry to industry, it’s important to remember that there are some elements that differ wildly: the customers. Retail customers, for example, will call in with different expectations than municipal services customers. Customers calling from landlines may be of very different demographics than one calling through mobile apps. Customers calling for shipping information may be calmer and more receptive to upselling or cross-selling than those calling with a product defect problem.

Jun
29

Analytics Will Be Front and Center at Call Center Week

Companies using Monet Live can easily track, analyze and manage agent, group and center performance to optimize customer service. Performance management is an integral part of managing the call center and helps you to align your people, processes and systems to your goals and objectives, such as customer satisfaction, cost control and boosting revenue. Contact center managers can create a culture of accountability and self-motivation, and better understand how to get the most out of relationships with both customers and the employees who are responsible for serving them, according to Monet.