Communication

Hello, We are thinking about implementing an internal instant messenger system similar to mindalign for internal forums and communication. Does anyone have any insight regarding the impact of internal IM on call center metrics such as AHT, first-call resolution, etc.? We are looking to build a case and need to know the impact on such things. Dan

In regards to professionalism, how can I effectively coach an agent to stop using "aughs" during a call. This appears to be the agents normal speech pattern. Examples: "...and augh", "We thank you...augh.." "We appreciatiate the...augh" or "Well...augh". It makes the agent sound like they're not confident in -- or that they are nervous about -- the information they are giving. Any suggestions?

How can I relay a bad message to an agent (ex: payroll dispute, incentive payout delay)?

Can somebody provide me with some proven ways to build rapport with customers? What empathy statements should be used on the calls? -- viji, ibm ddaksh

I am looking at the value of daily scrums. These are 15 minute sessions where a team of 25 Customer Agents come off line and have a scrum with their Team Manager to go through daily communications and other hot topics. I am not sure this is the best method of communication or the best use of time. We are taking 25 staff off line at the same time, but are still required to handle the calls that are coming in. Are there any industry best practices we could tap into or is there a more proven method of mass communication?

We are looking at implementing a "Weekly Performance Wrap-up" as well as a "Month Overview Wrap-up" These would be meetings we would hold with our supervisory/management team to review the last week/month. I am planning on covering Call Center Analytics (i.e., labor, forecasting, agent performance, etc.) as well as training and revenue (we are a sales center). I want to make sure I present this in a very positive/easy-to-understand manner, while making sure I'm covering the correct topics. Any suggestions on what needs to be reviewed? We are a reservation center generating approximately $250M per year with approximately 130 agents. -- Kurtis Amble, Great Wolf Resorts

I would like to know how different call centers handle communication with their staff: 1. How are daily communications provided? 2. How often are team meetings held? 2. How is training conducted (meetings, classroom, bulletins, etc.)? Any feedback would be helpful. -- Julie