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admin | starting exercise program | 22.12.2014
Since rap music became ever so popular, the market has been flooded by rappers in great numbers. Maybe you haven't really thought about that, but almost every well-known rapper has a specific little sound that he makes throughout the whole song.
If you rap about money, instead of fancy rings, roll $100 note and roll it around your finger.
Jordan { For a Typical setup for recording vocals what do you need besides the mixing software and a mic? We start with a complete look at all of the different ways that you can get off to a kick start and change your contact centre. Customers are going to be irate if they have been waiting on the line to speak to someone for a long period of time during unexpected peaks.  Advisors are going to get stressed and become impatient.
Agent performance can be improved by defining clear and concise goals and reviewing them frequently.
Allow existing staff to put together training packs.  They know best about how to make the processes easier to follow.
Educate each agent on the big picture and how they contribute to the success or failure of the contact centre.  Tie compensation to the profitability or key performance indicators (KPI) of the centre. Have agents involved in changes within the company as they are the first line of contact with all customers. The business will also get more free agent hours as the agents’ morale is much higher and they don’t mind working additional hours from home to work towards their targets. When considering schedule adherence in your workforce management plan, it is worthwhile rolling it out to a pilot team initially so any tweaks and fine tuning can be made before deploying it to the wider operation. Ensure the agents are aware of why schedule adherence is being used and take time to demonstrate how it promotes fairness amongst the staff. A successful reporting strategy is dynamic and able to change to meet different business needs. Take time to discuss how the shifts were created and what the advantages and disadvantages of each are.  If you produce a number of rotating patterns, show how the patterns have been used to ensure fairness. Make agents aware that they are a team and working together to improve the company experience for customers: better company = more customers = more money! Rather than lead yourself as the manager, get a different agent to do your job or role each day.
This gains more engagement in targets and lets agents see what you do as a contact centre manager. Then when changes are implemented, agents become more productive, creating a better environment, more with sales and happy customers.  Overall, it lets staff know you take their opinions seriously. I think the number one way to have more productive agents is to ensure that they are engaged. Communication and strong relationships must be built in order for agents to see they are part of the bigger picture.
It is critical agents feel valued, and management can do this by knowing what motivates each individual and taking steps to motivate them.  Build an environment of recognition.
All this boils down to ensuring the agents are engaged and they believe their manager is looking out for their best interests. If agents feel they have a voice in decisions, they will be more loyal to their manager as well as the company and will demonstrate this by supporting the decision.  Foster an environment where agents have the opportunity to meet with management at all levels to express thoughts and concerns. The business loses sight of customer value when money is in the bank – this view is telling the decision makers that nothing needs to be improved.
As you rise to higher levels in the business,  it seems in some ways to stop you mixing with agents on the floor.  I talk to them every day.
Use online statistics, or at least a daily statistic, about your main KPI and put it on the wallboard.  Even better, make it into a game with personal and team results. Make it possible for the agent to see their own results online and see how their hard work can influence them.
Rather than telling an agent what they could do better on a call afterwards, ask them ‘what do you think you could do better on that call?’  It really helps the agents to think and develop for themselves. Also, these regular meetings provide a great opportunity to check accuracy of data and to ensure that all information is up to date.
There are a number of pitfalls to avoid for a successful IVR on-hold message implementation. Ensure everyone in your organisation understands that customer service is their job – not just one specific department. Contact centres should look to adapting their buildings to help them reduce echo and background interference, but they should also invest in technologies such as noise-cancelling headsets and acoustic environmental controls, including background noise generators, sound-absorbing ceiling tiles, and sound-blocking panels, that help maintain clear sound for their contact centre staff. Contact centres should invest in wireless technologies to allow agents to move around and speak with each other, helping to solve problems faster and more efficiently.
If an agent has to sit scrunched up at their desk, then the chances are that their voice will mirror this. When it comes to motivational rewards, many employees want more than just a one-off gift that is enjoyed and then quickly forgotten. With workers putting in longer hours at the office, a reward has additional resonance if it’s one that can be shared with friends and family.
These types of rewards also show that the business is investing in its employees and their life outside of work, and that’s a powerful message to communicate to staff. Customer loyalty is not driven simply by customer satisfaction.  A huge part of making customers stay truly loyal is not just meeting expectations nicely (although that does help!), but exceeding those expectations. Empower your agents at the front line to make quick decisions, especially in relation to resolving problems and complaints.  By turning a negative experience into a good one, customer loyalty will be achieved. Customer acceptance of web chat is accelerating, with over 30% of customers now expressing a preference for web chat – that’s up from 10% just two years ago. Web chat frees customers from being stuck on a call, but – unlike email or web self-service – it can also provide them with instant resolution of their inquiry. Agents can use hotkeys to provide templated answers, they can escalate queries as and when needed, and they can also instigate three-way chats with supervisors or field workers to resolve issues immediately. No organisation wants to keep their customers on hold for too long and, for many, IVR provides an answer. Done right, IVR can turn time spent on hold into a useful part of the call – except that it so rarely works well, so instead of adding value you end up with frustrated customers unhappy with having to navigate a six-stage IVR before getting to speak to an agent. When faced with a sudden spike in demand, many organisations take the easy route and simply turn to expensive agency staff on a short-term basis. It makes more sense to anticipate demand levels, and choose instead to work with a more flexible outsourced partner that can handle your ‘spike’ traffic – leaving your own staff to focus on core activity.  This can reduce both your staffing and training costs, as your skilled teams continue to work at full capacity while your outsourced partner provides a scalable resource of customer service trained ‘bureau’ agents capable of dealing with peaks. When the busy season is over, turn that solution on its head by having the outsourcer manage the bulk of the core, run-of-the-mill activity – leaving your skilled staff to take care of more technical customer queries. Cascade training and train the trainer are an excellent way to ensure the relevant skills are filtered through the entire contact centre.  Live call handling in a classroom environment, supported by supervisors, is another way to ensure uniformity in responses. More and more customers are using the latest social networking sites to find out about new products and services and they expect an immediate response to their enquiries.  This puts new pressures on the call centre. Giving your staff the ability to receive and respond to voice calls, web chat, email, SMS, fax and social media enquiries all within the same queue and application will reap dividends: time saved and increased customer satisfaction rolled into one – now and in the future. Low-cost cloud-based tools are now available, making powerful WFM functionality available to every call centre. With so many different, and often conflicting, demands on the call centre, it strikes me that there is often a bias towards complexity in call centre companies. Too many contact centres still rely on paper-based tools to carry out a wide range of tasks, from scripting to QA.  This year, why not audit and review the number of activities that could be automated with technology. For instance, by dumping antiquated paper methods and time-consuming Excel spreadsheets you could see a 50% jump in improvement for QA management alone. Before a new project or campaign begins it is advisable to assign a ‘super’ user to support the project co-ordinator. It’s a good idea to try and find something for everyone in the daily workload requirements. There’s often so much an agent needs to be aware of when they join a new centre, and with everyone learning at different speeds, the training process can become overwhelming for new starters if it’s not taken in a step by step and flexible approach. Seating the call centre team leaders amongst the team to naturally listen in to calls and be on hand to take over if necessary is one way of dealing with the training process.  Adjusting the computers to be able to swap people around to sit next to relevant project buddies also helps and encourages on-the-job listening and learning.
Reviewing seating plans every six weeks or so can ensure both training and business needs for each client is met and it also makes sure the teams mix.
Automate your end-to-end complaints and feedback management programme to efficiently capture, process and resolve, as well as report on and analyse every piece of customer feedback, whether negative or positive, from all channels.


This will identify customer satisfaction issues and act as a business barometer to expose early signs of inherent problems.  The value of root cause analysis is its ability to identify the deep-rooted causes of dissatisfaction and deliver an insight into customers’ attitudes and behavioural trends, therefore providing the intelligence needed to make positive changes at all related points. Root cause analysis (RCA) also provides an audit trail essential to meet regulatory requirements for complaint and feedback management. The point at which a customer complains is often the greatest test of the relationship between your customer and you.  Therefore you must view customer complaints as an asset, not as a costly, time-consuming inconvenience.
If someone bothers to complain it is usually because they actually want to be satisfied.  If they didn’t they would cut their losses and run.
Thanks to Mark Chambers, Director of Solution Consulting, UK, Ireland & Benelux at Aptean. Every time a customer makes a call to a company they are making an effort and spending time that they would rather spend on other things.
This places immense pressure on call centre staff, not just in fielding incoming calls but in accessing the information that the frustrated caller requires with sufficient speed. There’s growing support for strategies that significantly reduce the need for customers to make chaser calls. Do you think you’d know the difference between ringing the BBC or Disney simply by the introduction of the phone system?  The audio is very important. Tracking the quality of the schedules is really important to your workforce optimisation initiative. Many contact centres are already active on social media, with agents responding to the growing number of people looking for information or expressing opinions and concerns about their products and services.  But an effective way to enhance social media customer service and reduce the load on contact centre agents is to introduce a self-service facility on your social media pages. Give social media users direct access to your self-service knowledgebase via a tab on your Facebook pages to let them easily find answers to routine questions.  In the same way, the dramatic increase in people using the mobile web means you should seriously consider creating an app to provide easy access to self-service information for smartphone users. If you are a call centre manager, it is important to get more ‘social’: to engage your front-line customer service, listen to them, talk to them, and give them a voice. A valuable tip is to use enterprise social to support the social customer and their needs and to use it to empower contact centre employees to answer customers’ questions more rapidly and accurately.
To ensure optimal sound quality and clarity, position your headset microphone 2 fingers-width away from your mouth. If you want to monitor call quality and therefore wish to listen in on agent calls to help with training, invest in a supervisor cord if you use corded headsets. To relieve tension that builds up in your neck and shoulders do some quick and easy shoulder-shrug exercises and neck stretches.
If you are using multi-skilling, or call overflows, prepare your advisors for every call with a whisper prompt.
This can allow advisors to start any conversation knowing who is calling and provide a single view of relevant data from multiple systems about that customer. When it comes to customer service, person-to-person interaction remains incredibly powerful and extremely effective. It is essential that agents, who represent a critical lifeline to customers, are given the tools and information they need.  As the agent role changes, the need for a consistent and unified knowledge base is absolutely essential to enable agents to serve customers. For the past few years now, we’ve seen companies leverage the power of online user communities to develop extensive customer service and support resources.
Have you ever been in a restaurant and heard yourself saying everything was fine when it wasn’t?
However, the far bigger percentage of customers are those that are not happy but won’t get in touch. Don’t be afraid to try and keep trying.  To become great at anything takes a lot of practice.
Contact centres need to recruit candidates who can effectively engage with and serve unique customer requirements.
Contact centres can improve customer experience by fostering online communities in which consumers can ask their queries in a public forum where other members can offer advice on how to resolve them.
Sometimes, I am not sure what was first, the objective that we want to achieve or the system around which we have to tailor the objective? With web access now widely available, and with an increasing proportion of customers now engaging with organisations via their smartphones and tablets, customer service providers need to ensure that their customer-facing processes are web-enabled at every stage of the customer journey. This demands not only that e-commerce and customer service operations work effectively in partnership, but also that the right web technologies are in place to support customers before, during and after voice interactions. The benefits of a hosted contact centre solution can go far beyond cost savings and ease of management. Remote agents can work anywhere, which can increase job satisfaction, and significantly broadens the talent pool beyond a business’s region, making it easier to recruit higher calibre staff.
Adapting to fit this model is especially important for contact centres since customer satisfaction is correlated to agent performance, and staff turnover can be so high.
Customer satisfaction is no longer the ultimate indicator to measure effective customer service. More and more people are expecting their queries to be answered quickly and efficiently, with minimal effort. Examine feedback from customers, look at where there may be service failures and remove any obstacles to a smooth customer experience.
Empowering them to contribute to the quality monitoring process will ultimately make them more motivated to implement it.
Therefore, offering these customers a one-time URL, enabling them to navigate their way into the system and solve their problem themselves through a self-service approach, is likely to resonate well and save the organisation money.
To achieve effortless customer service processes, companies should picture a typical customer service journey and then map this to the customer profile they hold. There are typically fewer than ten basic objectives customers have when they contact a service provider – and, in some cases, fewer than five. In the past, businesses have focused on ensuring a rapid resolution to the customer’s enquiry – sometimes at the expense of the quality of the response.
Proactively address your customers’ needs by generating digital and social content in the form of videos, blogs and forums.
Create your own branded video channel on your corporate site or a portal such as YouTube – these are a great way to engage with customers and reach new younger and tech-savvy audiences.
A properly constructed self-service approach starts with the customer in mind and positions itself in front of the customer’s desired channels of choice.
Map the service experience to get a good idea of all probable scenarios where a customer may fail while attempting to self-serve.  It may be through intelligent deployments of social response monitoring, escalation to proactive live chat, email support or other text-based methods of support interaction focused on enhancing the experience of customers attempting to self-serve.
Do you have any tips for changing your contact centre?  Please leave your comments in the question box below. Optimists pessimists and opportunists finding different ways from a group of people, color coded individual 3d figures.
If you think of yourself as a product, the supply of you is through the roof right now, which means that you need to make an extra effort to separate yourself from all the other rappers.
That's your product at the end of the day and as of one, it is the thing via which you make money.
If you think about it, all rappers have these chains and shit, but they forgot why the chain should be used.
The best thing an advisor can do is apologise, stay calm and try to deal with the customer’s enquiry. You can use Classic Quartile management and banding of associates into groupings of top, neutral and bottom performers.  You can then reward top performers and train neutral and bottom performers via focus groups with extra support and attention. By putting more trust in your agents to work from home you will automatically increase agent productivity. Pitch your reporting at the correct level, so as to ensure that your senior executives receive the strategic reports, while for team leaders a mix of agent level and departmental performance will help to foster engagement with the planning team. Your WFM application may contain fairness parameters so ensure these are used if available. Currently there is not a lot of support for investment; this is compounded across contact centres in general.
A great way to save valuable seconds is to ensure that when calls are transferred to other departments (such as Sales, Upgrades or Accounts) that this can be done by pressing just a single button on the telephone handset or screenphone rather than having to enter long numbers manually. That way everyone within the company is invested, engaged and actively working toward making happy customers part of what they do, on a daily and consistent basis. With contact centres reducing space, prioritising security compliance is crucial, and as most centres are still using acoustically unsuitable buildings, the ability to cut noise pollution is going to be key to customer care and staff satisfaction. Wireless solutions can also help agents handle calls more effectively by giving them the freedom to communicate in a more natural way while on a call. We naturally move and gesticulate while we talk, and wireless headsets and tools can help agents speak more clearly, improve their sales technique, and ultimately boost business.


In the current economic climate, they are keen to have the opportunity to choose a reward that offers a more practical solution and delivers long-lasting appeal. Time outside of the workplace is increasingly precious, and rewards that allow employees to make the most of this with their loved ones increases the ‘feel good’ factor towards both the reward and employer. However, even with this kind of growth, web chat still only accounts for 2% of total interactions – so there’s a huge opportunity here. Web chat also lets agents deal with more than one customer at a time, writing answers to one while others read their responses. If customers are told when they click for web chat that ‘this service is not available at the moment’, then they’ll quickly give up on it as a way of contacting your organisation. It gives customers something to do other than listen to Coldplay medleys, but more than that it also allows you to collect customer information so that when they finally get through to an agent they don’t need to go through lengthy identification and security checks. The mantra has at its core the belief that to be better, to do something worthwhile, means failing, learning from that, and saying that, next time you will have an even better fail. One way is by developing a culture of experiment and then by running these experiments under better and better empirical conditions. A lot of executives are looking for one big punch in terms of great customer experience, but, actually, you have to get all the little experiences in place to even put you in a position to make the final one count. Eliminating paper-based procedures will also help you to meet compliance such as PCI, and screen-based dynamic scripting will result in better service and greater productivity. This in turn keeps the role varied and interesting and at the same time it creates a multi-skilled community.
By opening the dialogue, complaints provide you with the great opportunity to develop more profitable and sustainable relationships with customers. A substantial proportion of the calls made to contact centres are ‘chaser’ calls from customers who simply want to know what is happening with their application, enquiry, request or complaint. The most obvious solution is for companies to be more proactive in providing customers with regular updates on the status of their particular case. A better understanding of your customers not only equips your agents better, but also improves the customer experience.
Monitor the peak times and the volume of calls received to help you accurately forecast resource requirements and to ensure you meet service level agreements. Customers care little for the economics of the contact centre and average hold times or call volumes. Limiting yourself to one form of contact is minimising productivity and in many ways the effectiveness of your work. By correlating the two, you can build up a picture of which teams and individuals are performing at their peak and learn lessons from them to replicate those skills across your call centre.
If you are moving to wireless devices, select a model that offers a conference pairing mode to allow two people to be on the same call. Also, remember to never ‘crunch’ a telephone handset between your ear and shoulder whilst on a call – even if very briefly.
Skills-based routing and priority assignment for all contacts can ensure effective queue management. This can also be combined with a screen-pop on the CRM system providing history on the caller.
Today these organisations are recognising the need to curate this knowledge – investing resources to actively manage this resource – as opposed to simply collecting it. For example, generation Y will often search online for a resolution before contacting the organisation directly, whereas older generations will make the contact centre their first point of call.
For example, recruiting agents of a similar age to the majority of consumers can lead to better engagement, improving customer service. In doing so, they will enhance the customer experience, as not only will issues will be resolved quickly but consumers will be empowered to help one another, while allowing contact centre agents to focus on queries not answered online. The next generation of workers is shaping up to be a flexible, virtual entity, with a ‘human cloud’ workforce replacing the traditional office-based set-up, and the rewards for businesses and workers alike could be huge. As a result we’re starting to see Customer Effort Scores (CES) replacing traditional tools to predict brand loyalty. Employees can sometimes feel that these exercises are set up simply to catch them out, so reassure them that the monitoring is being used to improve the service by highlighting good behaviour as well as areas for improvement. Allowing staff to work around their commitments in flexible shift patterns, or even work from home, can help aid retention. These allow employees to work remotely while being fully integrated into the company’s existing infrastructure.
In answering such enquiries, you should focus on understanding the profile of the customer you are dealing with and the type of problem they are likely to have.
To address this, organisations need to make sure they have systems in place to identify customers and likely enquiry types and to prioritise interactions appropriately. Videos allow for real-time product demonstration, they enable customers to troubleshoot issues at their own leisure, and are practical as they can be paused and restarted as and when needed.
I known the difficult when you are new to crochet, so it is my mission to provide you on your crochet designs, crochet patterns, crochet hooks and accessories for knitting.
You could perhaps take a technique from him, then take a style from somebody else, mix them together and create something new, bringing innovation to our rap platform. Now everybody got like a million chains on their neck while shooting a video, so it's not cool anymore, even if it shows that fake wealth.
Customers can input their contact details, as well as any verification and security details needed, into a dedicated customer service app, then simply click a call back button and wait for the service provider to get in touch. Multi-channel and multi-skill planning defeat even complex formulas and once a plan is published it is difficult to reschedule at short notice.
Demolish the paper mountain and you will see bottom-line improvements across the operation… and you’ll be doing your bit for the environment. For example, for agents making outbound contact, information on a customer and how they prefer to be contacted, through which channel and at what time, is invaluable. A headset will help relieve the neck strain this causes and frees up the hands to do other things such as type or write. Agents must deal with more difficult and complex enquiries – scenarios that represent crucial as opposed to casual interactions.
This presents a significant opportunity for contact centres to improve the customer experience they deliver.
Contact centres should look at where customers are using the most effort to reach a resolution – whether that be the amount of time taken to solve an issue, repeat calls or having to switch service channels. Actively involve agents by getting them to analyse their own calls and teach them to recognise what makes a quality performance. Recruiting and training new starters is one of the biggest costs to contact centres and increasing employee satisfaction through flexible working can ultimately reduce long-term churn and maintain skills in-house. The younger generation in the 16-24 age category will typically want to make contact via a smartphone or mobile device and will often be looking for voiceless interaction.
The following six factors are the most important areas, for which you should really think about, because they're the things that are making you different.
Rather than waste time calling every day, at the same time, the agent knows when best to get in touch.
No pointless submitting details into clunky IVR systems – it’s such a simple and elegant solution to what is acknowledged as a major problem for the contact centre industry. This in turn will also make the customer far more satisfied, as they will appreciate that you have taken the time to understand them.
In an service environment where customers have options to visit stores and interact with their service providers the service providers have the opportunity to interact and modulate their response, this is not the case for CC.
Be creative and Add that accessory and it would give another reason why people should remember you.
The content which nobody is talking about, but which is still cool and people will enjoy listening to.
You have to take small details into consideration, because it is the small details that make the big difference.



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