Research has shown that the main reason customers choose not to return is not because of pricing or product issues. Most customers don't return due to poor service. Your frontline agents can make all the difference. They can give every single customer a reason to return.
Sound like a lot of power? Well, it is.
Let's waste no time. The ultimate success and lasting sustainability of any contact center relies heavily on effective workforce planning and management.
Here at The Call Center School, our core focus and passion has, and will always be, developing first-class, engaging content that every cog of the contact center can enjoy daily and benefit from. From Quality Analysts, to Supervisors, to the frontline agents assisting your customers this very second, we leave no stone unturned in delivering the best learning experience we possibly can.
The lasting reputation and ultimate sustainability of any organization rests heavily on the shared efforts of every agent on the call floor. If half-hearted, unfocused efforts are the peak of the customer care on offer, contact centers and the organizations financially supporting their existence can, and have, crumbled overnight.
We’ve got some exciting news for our students!
Dreaded employee turnover needs no introduction. It’s one of the most crippling circumstances organizations of every shape, size, and offering face every single day. More alarmingly, the troublesome trait transpires. In recent years, concrete statistics continue to reinforce the reality that those bustling center scenes we collectively devote our efforts to have the highest turnover rate worldwide.
As last month’s twinkling trees and delightful decorations now seem something of a distant memory, customer expectations show absolutely no signs of slowing down as we welcome another new year.
Well, it’s that time again. As children wait patiently for Santa Claus and our cameras become loaded with shots of happy times, the festive season is yet again upon us. While lasting memories are prevalent, frustration, disappointment and boiling tensions are also always rife at this time of year. Why oh why might you ask? Well, with stringent time, resources, and cash allocations, customers are right at this very moment scrambling to check every single item off their to-do lists before Christmas Eve!
It’s a crowded global marketplace out there, bursting at the seams with consumers who each have very different requirements, at different times, via different support channels. With that in mind, many organizations still strongly believe that it's as impossible to make a sweeping generalization about what every single customer expects than it is to sneeze with your eyes open.
The Call Center School - A brand of the InVision Group
20 W Kinzie Street, 17th Floor