Q. One of our top challenges in my call center is agent turnover. Do you have any statistics on the cost of agent turnover on the call center or the company? Myra’s answer How much […]
Customized Engaging Online Customer Service Training
How can we reduce call center agent turnover?
Looking for realistic tips for reducing agent turnover in a large call center. Myra’s answer How can we reduce call center agent turnover? Seven practices have been identified to reduce agent turnover. Turning Managers into […]
What factors impact turnover for call center agents?
Q. We are experiencing turnover levels of nearly 300% and we’re at our wits end about what to do. We’re attempting to start by identifying what factors lead to turnover with call center agents. Can […]
Help with attendance issues in call center
Q. My single most frequent and challenging issue with employees is attendance. I think your 7 Steps for Addressing Unacceptable Employee Performance (from your webinar) are brilliant and I’ll certainly use them. But while we’re on the subject […]
Can you provide a list of job competencies for call center agents for use in screening and hiring?
Q. Can you provide a list of job competencies for call center agents for use in screening and hiring? We are preparing to ramp up for our peak summer season and desperately need tools for […]
How to Manage a Corporate Crisis
What You Can Learn from the Tylenol Cyanide Crisis In the fall of 1982, the unthinkable happened. Someone replaced Tylenol Extra-Strength capsules with cyanide-laced capsules, resealed the packages, and put them on the shelves of […]
Customer Service That’s Closer to Home
Interesting commercial. What are your thoughts? Good commercial? Odd? Comment and let me know how you see this.
Customer Service Quotes – Why Customers Stray
“Customers stray for the same reason spouses do: they aren’t feeling your love!” – Ted Coine (http://twitter.com/tedcoine)
Is it wise to “split the difference” with a customer?
Q. “My customer service representatives have two customers really – the end user customer and the franchisee — and we have to keep both happy. Often, when we reach an impasse, we offer to split […]
20 WOW Telephone Techniques: Tip #6
Don’t say anything to a customer that you wouldn’t say to your grandmother. If we all followed this simple rule, we would always create warm experiences over the telephone. Most of us would never […]
De-escalation Training for Customer Service & Soft Skills Training 