ICMI Contact Center Forum

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4 days ago
Topic:
Misconceptions About Life in the Contact Center

ericamarois
ericamarois
Posts: 59
Hi, all!

It's time for another #ICMIchat. Today we'll discuss a few common myths and misconceptions about life in the contact center. As always, the conversation starts at 1:00 ET. Please feel free to invite a friend or coworker!

Here are the questions we'll cover:

Q1: True or false: no one wants to use the phone anymore. Have you seen a change in call volume?
Q2: Myth: working in a #cctr is a mindless job. From your experience, why is this not the case?
Q3: Many orgs still see the #cctr as a cost center. How can the contact center drive value for the business?
Q4: Myth: agents don't care about customers. What are some ways your team goes above and beyond to serve customers?
Q5: Myth: being a contact center agent is a dead-end job. How does your team encourage career development?
Q6: What are some ways to bridge the gap between marketing and the contact center?
Q7: What's one thing you wish your friends, family, or customers knew about your job?
Q8: What topic would you like us to cover in a future chat?
edited by ericamarois on 6/20/2017
4 days ago
Topic:
Call Center Facilities Best Practices?

shawn_peterson
shawn_peterson
Posts: 1
Where is the best place to find a set of industry standards for call centers or contact centers of the future? Design Ideas? Design Requirements?
edited by shawn_peterson on 6/20/2017
11 days ago
Topic:
The State of the Social #CX

ericamarois
ericamarois
Posts: 59
Hi, all!

We're excited to have Scott Ontiveroz as our guest host for today's chat on the social customer experience. Hope to see you at 10:00 PT/ 1:00 ET.

Here are the questions we'll cover today:

Q1: In your opinion, is social media a sustainable support channel? Why/why not? #ICMIChat
Q2: Why do you think companies still struggle to offer consistent & effective customer service via social media? #ICMIchat
Q3: How can companies with low budget/bandwidth get started supporting customers via social media? #ICMIchat
Q4: Is there ever a place for automated social customer service? How can companies avoid automation fails? #ICMIchat
Q5: Is it ever appropriate to take a social conversation online? When? #ICMIchat
Q6: What unique skills & characteristics are needed to be a social media support agent? #ICMIchat
Q7: Aside from offering support, how else can contact centers utilize social media to better serve customers? #ICMIchat
Q8: Who are your social customer care heroes? Shout out some brands who do a great job! #ICMIchat
18 days ago
Topic:
What Do Your Customers Really Think?

ericamarois
ericamarois
Posts: 59
Hi, friends!

I'm happy to be back for #ICMIchat this week, and excited to talk about CSAT. We'll cover these questions during our chat today:

Q1: How does your organization define customer satisfaction?
Q2: Which metric (or metrics) do you use to measure customer satisfaction? Why?
Q3: How does your organization interpret & use satisfaction data to improve the customer experience?
Q4: What are the components of a great customer satisfaction survey? How/where/when should you field it?
Q5: What are some ways to improve survey response rates?
Q6: What are some powerful open-ended questions to include on a CSAT survey?
Q7: What's the best way to share CSAT survey results with the organization?


See you at 10:00 PT/ 1:00 ET!
25 days ago
Topic:
Headcount Forecasting Help

zwilson622
zwilson622
Posts: 1
Hi all, I work for a fairly large employer in the service industry and we recently consolidated all of our customer service centers (CRC's) into 3 large call centers (in the U.S.). Since this is fairly new to our company, we're struggling with forecasting the amount of headcount needed to manage the centers. We'll have roughly 1000 customer service reps spread evenly across all 3 centers.
We're attempting to figure out how many people we need to hire in each of the call centers. Assuming we'd have 1000 customer service reps, how many of each job function do you recommend having? I listed the following job functions we're posting. Any help would be greatly appreciated!
(1) Supervisors

(2) Managers
(3) Knowledge Management Analyst
(4) Workforce Analyst
(5) Reporting Analyst
(6) Online Specialist
(7) Escalation Specialist
(8) Customer Credit Specialist
(9) Customer Data Specialist
(10) Trainers - people actually on-boarding the rep's

Thanks!

Zach
25 days ago
Topic:
Sick Policy

ddiorio
ddiorio
Posts: 1
ddiorio
ddiorio
Posts: 1
Topic: Sick Policy
I find that staffs are much more amenable to paid time off over sick/vacation time. Make it a no fault policy and allow a certain number of occurrences or points for unscheduled absences. Have those points roll off after 6 or 12 months. Create thresholds where they would receive verbal, written, and final written warnings. This takes all the guess work out of it since a rep could call out for any reason and everyone knows what the ramifications are. The most important thing is to be consistent.

Hope this helps.
5/15/2017
Topic:
How to Make the Most of Your Time at #CCExpo

ericamarois
ericamarois
Posts: 59
Are you joining us next week in Orlando for Contact Center Expo & Conference? Then you don't want to miss today's chat. As always, the conversation kicks off at 1:00 ET. Justin Robbins is our host for today & here are the questions:

Icebreaker: If you could spend the day at any #Orlando park or attraction, what would it be & why? #ICMIchat #CCExpo

Q1: What's your reason for attending #CCExpo? What do you want to get out of the week? #ICMIchat

Q2: Nobody wants to over or under pack for a conference! What's something that you consider a "must have" in your bag? #ICMIchat #CCExpo

Q3: I think that connections are an important part of a conference. What tips do you have to make networking less awkward? #ICMIchat #CCExpo

Q4: It can be hard to set your agenda with so many session choices. How are you planning to make your decisions? #ICMIchat #CCExpo

Q5: How can people maximize their time in the Expo Hall? Visit every booth? Have a short list? What's your plan? #ICMIchat #CCExpo

Q6: For my conference veterans: What advice do you have for a 1st-time attendee? Any insider tips? #ICMIchat #CCExpo

Q7: What are you most looking forward to at #CCExpo? #ICMIchat

Q8: Are there any #CCExpo questions that the @CallCenterICMI team or I can answer before we get to Orlando? #ICMIchat
5/15/2017
Topic:
Industry Standards for Schedule Adherence

marty.russell
marty.russell
Posts: 1
While there is a wide range of goals when it comes to Schedule Adherence, I'm looking for input within the Cable Television Industry. Our current environment target a 91% adherence goal and I wonder how that compares to other companies. We heavily restrict the number of allowable adjustments and we don't have any tolerance set within the WFO system. Thanks in advance for your feedback.
5/11/2017
Topic:
Sick Policy

Pmaubi
Pmaubi
Posts: 1
Pmaubi
Pmaubi
Posts: 1
Topic: Sick Policy
Hello!
I'm hoping to gain some advice. Do you have any sick/unplanned absence policy? I have a small contact center that I need to run lean to stay within budget. We have proper staffing all days and have very little added staff to account for unplanned absences. Most of the staff is great about coming to work when they are scheduled but I have a few who seem to be always "sick" and taking unplanned time off. The only real policy we have is that the employees are allotted sick and vacation time but have no guidelines on how they need to manage it. Unless they run out of time there isn't really any consequences. When 1-2 people call in sick it really hurts the team and our SLAs. I'm hoping to design/implement some guidelines to help alleviate this. Any suggestions? Thank you in advance!
5/10/2017
Topic:
Do you use spreadsheets or WFM software?

SeaHawkins
SeaHawkins
Posts: 6
We are currently using Excel spreadsheet that we've created internally. Nothing fancy, but it gets the job done.
5/9/2017
Topic:
Risk vs. Reward of Reducing SLA Goals

kory_gage
kory_gage
Posts: 2
In my experience, there is a bit of a "downward spiral" that occurs as we get busier. When we get busy and in queue, then our AHT's go up. This is a combination of customers not being happy about having to hold, as well as agents taking more time on After Call Work because they don't want to take a call right away. So, often the savings you are expecting to see on paper are not realized.

There have probably been days where you had a SL of 60%. I would be interested to see what the difference in Occupancy was on the lower SL day (thus you get a feel for your potential savings, which certainly should be there in a smaller call center) but factor in the changes in AHT and not ready times.
5/9/2017
Topic:
Do you use spreadsheets or WFM software?

kory_gage
kory_gage
Posts: 2
Since we are dealing with small call centers, I am curious how many of you use a WFM software compared to Excel spreadsheets. What software are you using that wouldn't be super expensive for a small call center?

If you are using spreadsheets, are they just ones that you created yourself, or did you buy them from somewhere like SpreadsheetScheduler.com?
5/9/2017
Topic:
How Millennials are Changing Customer Expectations

ericamarois
ericamarois
Posts: 59
Hi, friends!

I'll be your host again today. Our topic: millennials (and their impact on evolving customer expectations).

Check out these articles if you'd like a little pre-reading:
Here are the questions we'll cover:


Q1: Most millennials are tech natives. How can companies prepare now to meet the needs of customers 5-10 years from now? #ICMIchat


Q2: Studies show millennials value authenticity. How can the contact center foster more authentic interactions with customers? #ICMIchat

Q3: What's driving a desire for choice & customized experiences? Millennials? Tech? Something else? #ICMIchat


Q4: Millennials seek out opportunities for experiences vs transactions. How should customer service evolve with this trend in mind? #ICMIchat


Q5: Millennials value peer recommendations. What are some ways to encourage customers to become your best advocates? #ICMIchat

Q6: Do you believe millennials have different career expectations than previous generations? Why or why not? #ICMIchat


Q7: What's the better practice: Prepare your #cctr to serve a specific generation or prepare to uniquely serve each customer? Why? #ICMIchat
edited by ericamarois on 5/9/2017
5/2/2017
Topic:
Creating Memorable Service Experiences

ericamarois
ericamarois
Posts: 59
Hi, friends!

It's time for another #ICMIchat, and today we'll talk about ways to create memorable service experiences. Here are the questions we'll discuss:

Q1: In your opinion, what are the characteristics of an average customer service experience? How does it look/feel to customers?
Q2: In your opinion, what are the characteristics of a memorable experience? How does it look/feel?
Q3: What was the last truly memorable service experience you had & what made it unique?
Q4: "That's not our policy" is an experience-killing phrase. What are some better phrases to use/better approaches to take?
Q5: Passion is a key ingredient for memorable service. How can #cctr leaders inspire passion from the frontline team?
Q6: Simplicity is often a service differentiator. What are some practical ways the #cctr can simplify the experience for customers?
Q7: What are the most common service mistakes you see companies make?
Q8: What's one simple change you'd like to make to enhance the service experience you provide?
4/29/2017
Topic:
Hold % and Duration on Hold

54smac
54smac
Posts: 1
Hi All,

I just wanted to see if anyone had a view as the best practice around acceptable % of calls placed on hold as well as the acceptable average hold time.

Thank you,
Shane
4/24/2017
Topic:
How to Develop Customer-Centric Employees

ericamarois
ericamarois
Posts: 59
Hi, friends! Tomorrow's #ICMIchat topic is How to Develop Customer-Centric Employees. To help you prepare, here are the questions we'll cover:


Q1: What are the characteristics of a customer-centric company?
Q2: What can you do when your company culture isn't customer-centric? How do you get the C-suite on board?
Q3: How do you ensure you're hiring customer-centric agents?
Q4: What are some of the things that can distract agents from their mission to serve?
Q5: How do you empower your team to focus their energy and effort on customers?
Q6: What's the single best investment companies can make in their support staff? Why?
Q7: Shout out time! What are some of the customer-centric companies you admire? What sets them apart?


As always, the conversation kicks off at 1:00 ET. Please invite a friend! Need help joining your first Twitter chat? Let me know. I'd love to help!
4/19/2017
Topic:
Want to get your agents obsessed with service?

ericamarois
ericamarois
Posts: 59
Join us for a live ICMI Book Club discussion with Jeff Toister! Details here: http://ubm.io/2oV5lN4
4/18/2017
Topic:
Ways to Optimize Your Contact Center

ericamarois
ericamarois
Posts: 59
As I mentioned last week, our goals for Contact Center Expo & Conference are to help you connect with your peers, get inspired, and optimize your contact center.

Over the last two weeks, we covered networking and inspiration. Now it's time to chat about optimizing your contact center! Please join me today at 1:00 ET.

Here are the questions we'll discuss:

Q1: What advice can you share to help other #cctr leaders improve their quality monitoring & coaching program?
Q2: What strategies/techniques work best to tackle employee turnover?
Q3: If you could change anything about your hiring & onboarding process, what would you change & why?
Q4: What's your process for following up with dissatisfied customers?
Q5: In what ways can technology improve the agent and customer experience?
Q6: What tips do you have for implementing new technology? How can you avoid negative impacts on service during the transition?
Q7: What's one way United Airlines could optimize their service to prevent future #CX snafus?
4/17/2017
Topic:
Provider Service Call Center: Industry Standards

pbonaccorsi
pbonaccorsi
Posts: 1
Looking for feedback on ASA or % calls answered standard for provider calls - claims status, member eligibility and other miscellaneous issues. Claim adjustments are not performed during the calls. We serve Medicaid, QHP and Dual Eligible member markets. Currently proposing metrics of 90% calls answered within 90 seconds.
Please feel free to provide your current SL, etc. Thanks from Peter Bonaccorsi
4/11/2017
Topic:
Where do you find workplace inspiration?

ericamarois
ericamarois
Posts: 59
We could all use a little inspiration, right?

As we gear up for ICMI's Contact Center Expo & Conference, we're so excited to help contact center leaders connect with their peers, be inspired, and optimize their contact centers.

Last week Neal Topf hosted a chat to help us all learn to connect & network with confidence. This week we'll cover the inspiration part!

Here are the questions:

Q1: What role, if any, do you think music/sound can play in creating a more inspiring workplace?
Q2: Aesthetically speaking, what would your dream contact center look like? How could this benefit agents?
Q3: On work days when you're not feeling creative or productive, how do you get your mojo back?
Q4: One bad call can bring an agent's productivity to a screeching halt. How do you help agents recover from difficult contacts?
Q5: Does your team participate in any charitable activities together? In what ways does this impact morale & performance? #ICMIchat
Q6: Who or what motivates you to do your best work?
Q7: Which companies/contact centers inspire you to step up your game?


Join us at 1:00 ET today to discuss!




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