Comments on: How Empowered Call Center Agents Improve Customer Experience

By: Customer Excellence by Eric Jacques

Customer Excellence by Eric Jacques — Tue, 06 Jul 2010 12:23:41 +0000

Use of Fear in Delivering Excellent Service?…

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By: Mike Schuld

Mike Schuld — Fri, 02 Jul 2010 19:50:27 +0000

Call center agents need to feel that they add value. Knowing how their contributions and effort impacts the customer, the company and other stakeholders is extremely important. Everyone has a need to feel appreciated, and we often do so through praise, incentive programs, cash and/or prizes and even travel. All these are great tools when rewarding certain behaviors.
They are however expensive and can be short lived in terms of how long they motivate or better yet stimulate an employee. We need them and they work, however long term “make me feel good” programs are inexpensive and long lasting and, should not be overlooked. It starts with communication, company goals, department goals and individual goals. In other words, what does the agents performance mean to the company. Teach them that, keep them updated, show their impact, and you will generate tremendous interest and enthusiasm. Make everyone feel needed,then go ahead and reward your top performers.

By: bpo

bpo — Fri, 02 Jul 2010 10:41:42 +0000

There are a variety of factors, which have led to the increase of telephone services, including the transformation of telephony by the development of digital exchanges, intelligent telephone networks and their integration with computer data bases; falling telephony costs and the introduction of toll-free numbers; the high degree of penetration and familiarity of telephone technology; and the ability to communicate complex information by phone in real time.
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By: Customer Excellence by Eric Jacques

Customer Excellence by Eric Jacques — Thu, 01 Jul 2010 13:46:03 +0000

Customer Excellence by Using a Sincere Apology…

I found your entry interesting thus I’ve added a Trackback to it on my weblog …

By: Mumtaz Khan

Mumtaz Khan — Tue, 29 Jun 2010 19:39:21 +0000

I agree boosting the morale of your customer support agents and workplace culture make a big difference. I did use the techniques you discussed in this article and got good results.