ICMI Contact Center Forum

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4 days ago
Topic:
How to Develop Customer-Centric Employees

ericamarois
ericamarois
Posts: 53
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!
9 days ago
Topic:
Want to get your agents obsessed with service?

ericamarois
ericamarois
Posts: 53
Join us for a live ICMI Book Club discussion with Jeff Toister! Details here: http://ubm.io/2oV5lN4
10 days ago
Topic:
Ways to Optimize Your Contact Center

ericamarois
ericamarois
Posts: 53
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?
11 days ago
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
17 days ago
Topic:
Where do you find workplace inspiration?

ericamarois
ericamarois
Posts: 53
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!
18 days ago
Topic:
Call Center Mission Statement Examples

rapsodysolutions
rapsodysolutions
Posts: 4
Our call center's mission statement is as follows: To take ownership of each call, manage each request correctly, dispatch efficiently and communicate to ensure the customer's complete satisfaction. Hope this helps.

- Rhonda, BLJC



Short but to the point! Definitely a mission statement that can easily be remembered.
18 days ago
Topic:
Explanation of Warm Transfer

rapsodysolutions
rapsodysolutions
Posts: 4
Warm transfer is a method of transferring a call to a different department or a live agent that involves giving a brief summary of the caller's issue/question/purpose of transfer, what has been done during your interaction with the customer/client that requested/agreed to the transfer.
18 days ago
Topic:
Supervisor vs. Team Leader

rapsodysolutions
rapsodysolutions
Posts: 4
There's not much of a difference between a Supervisor and a Team Lead the way our contact center is set up. They both have the same functions involved, which are to manage 10-15 agents during a single shift, review metrics, identify coaching opportunities, conduct diads, etc.
18 days ago
Topic:
CTI Integration: suggestions would be great!

rapsodysolutions
rapsodysolutions
Posts: 4
Hey, there! You can make use of a CTI solution to increase the number of calls your agents make per day and make sure every call is logged, recorded, and documented. It's going to make your workload a whole lot lighter and each process a whole lot easier, no doubt about that. But make sure you choose a CTI solution that compatible with your phone and CRM systems. No need to have it customized by a freelance software developer, you can find companies like Tenfold who offer a free trial or a free demo to get you started. The only downside to this applications are the cost but you might find that its price is nowhere compared to the advantages you can get when you have one in place.
22 days ago
Topic:
CTI Integration: suggestions would be great!

ubiquitousquality
ubiquitousquality
Posts: 1
Hello!

Was wondering if anyone can share their experience with CTI software? Is it advisable for small contact centers with around 25-30 people employed? Agents are on the phone round the clock but I'm not sure if it's going to be much of help for a small office like ours. I've also heard that this type of software costs a lot. I would very much appreciate it if someone or anyone can share what they've accomplished using CTI as this might help me weigh its advantages and disadvantages.

Thanks in advance! :-)
3/28/2017
Topic:
Collecting & Acting on Employee Engagement Data

ericamarois
ericamarois
Posts: 53
Hi, friends!
Last week we brainstormed ways to collect voice of the customer feedback. Today, we're turning our attention to employees. What's the best way to measure employee satisfaction and engagement? How can you use that data to improve engagement and morale? Join us today to discuss! (1:00 ET)
Q1: Do you measure and report on employee satisfaction in your center? Why/why not?
Q2: Which metrics are the best indicator of employee satisfaction? Why?
Q3: Is there a difference between employee satisfaction and employee engagement?
Q4: What are the key drivers of employee satisfaction? Employee engagement?
Q5: What are good questions to ask on an employee satisfaction survey? How often should you survey employees?
Q6: What are some creative & informal ways to collect employee satisfaction feedback?
Q7: What's one simple thing you can do to improve employee satisfaction on your team?
3/26/2017
Topic:
Recommendation for SMS / Texting companies to use?

lafede016
lafede016
Posts: 1
Try EuropSMS, they offer 120 free SMS and they have launched a new service: sms landing
3/22/2017
Topic:
Call Center Management Structure

sharon.frisby
sharon.frisby
Posts: 1
Hi Luanne,
We have 44 agents, 1 Assistant Manager, 2 Team Leads, 1 Trainer and 1 Quality Assurance Analyst. Our QA colleague completes call evaluations daily.
Best Wishes
3/21/2017
Topic:
Developing KPIs for RTAs

Joe Long
Joe Long
Posts: 1
Hello, I've been working as a WFM Supervisor at a large vendor contact center for a little over a year and I'm looking to refine my team's KPIs to better grade them and provide more valuable feedback toward their continued professional growth. The group I specifically manage are real-time analysts.

Any advice or best practices on what KPIs are valuable and objectively trackable? Even subjectively, are there traits you all out there have found to be beneficial?

Any help/ guidance would be greatly appreciated.
3/21/2017
Topic:
Collecting and Acting on VOC Data

ericamarois
ericamarois
Posts: 53
Good morning, friends!

It's time for another ICMIchat. Today we'll talk about the voice of the customer--what's the best way to collect feedback, how do you act on that feedback, and how do you get agents involved? Here are all the questions we'll cover:


Q1: How do you define the voice of the customer?
Q2: What are some of the things you seek to learn from the voice of the customer?
Q3: What's the best way to collect VOC data?
Q4: How do you ensure that VOC data isn't only collected, but also acted upon?
Q5: What are some ways to measure the ROI of a VOC program?
Q6: How can the contact center involve agents in VOC collection?
Q7: As a customer, what's one thing you wish companies knew/asked about you?


Hope to chat with you at 1pm ET!
3/15/2017
Topic:
Going multi-channel. Advice?

Sammy Evers
Sammy Evers
Posts: 2
amber.krueger wrote:
We are in process of adding chat - currently we solely service inbound calls. One thing that will make our transition easier is that we have a hybrid team in our center - they spend part of the day taking calls and part working on projects. That team will be the one we add Chat servicing to, as they will be able to work on projects in between chats coming in. Do you have such a capability?



Yes! Definitely helpful. We would have that capability if need be, and that's an excellent recommendation.

After a few discussions with leadership, I've been informed that we're looking at a vendor that actually houses live chat, phone, SMS, email and social in one platform. I guess with a little bit of training, all agents can work from one queue. As interactions come in, regardless of channel, it goes to the next available rep.

That calms my fears a bit! I was so worried about reports and adding new teams, etc.
3/15/2017
Topic:
Call Center Management Structure

amber.krueger
amber.krueger
Posts: 4
We have under 50 agents, so we are small as well, and we have two sites. Our structure is as follows:
1 SVP who oversees the entire operations; 1 site operations manager at each location; 4 team managers at each location, each with 5-10 agents reporting to them; 2 leads at each location to help coach and support staff. Our Customer Experience team (does our call reviews and some additional coaching) is a team unto itself. Hope it helps to see how other organizations structure things!
3/15/2017
Topic:
Risk vs. Reward of Reducing SLA Goals

amber.krueger
amber.krueger
Posts: 4
Off the cuff, I would assume that reducing SLA may mean longer hold times for callers, which could then lead to more complaints from disgruntled callers that would be directed towards the person answering the phones. This could lead to frustration and burnout, hence the turnover you are concerned about. From a reward standpoint, you would most likely need a smaller staff if your SLA goals lower, which could bring down overhead costs. It's also possible, that if you don't reduce headcount, lowering SLAs could allow for more off-phone activities, coaching, development, etc. (a reward).
3/15/2017
Topic:
Going multi-channel. Advice?

amber.krueger
amber.krueger
Posts: 4
We are in process of adding chat - currently we solely service inbound calls. One thing that will make our transition easier is that we have a hybrid team in our center - they spend part of the day taking calls and part working on projects. That team will be the one we add Chat servicing to, as they will be able to work on projects in between chats coming in. Do you have such a capability?
3/15/2017
Topic:
ROI for Post-Call Surveys

amber.krueger
amber.krueger
Posts: 4
Good afternoon. We are in the process of trying to incorporate post-call surveys for our contact center. Are you able to share with me what ROI you have seen in your contact centers due to adding in post-call surveys? Thank you!




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