ICMI Contact Center Forum

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6 days ago
Topic:
Contact Center Management 101

ericamarois
ericamarois
Posts: 71
Have you been managing contact centers for years? Perhaps you're next in line for a promotion? Or, maybe you're brand new to the contact center? No matter your current status, this chat is for you! Join us at 1:00 ET as we share leadership best practices that apply to life in the contact center and beyond.

Here are the questions we'll cover:


Q1: What are the characteristics of a great manager?

Q2: What unique skills do you need to manage a contact center?

Q3: How can contact centers better invest in employee development?

Q4: What are some resources you'd recommend for new contact center managers?

Q5: What's the best piece of advice you'd give a new contact center manager?

Q6: What's one thing you think most people misunderstand about working in a contact center?

Q7: Can you share a mistake you've made during your time in the contact center? What did you learn from it?

Q8: Who inspires you to be a better leader and why?
13 days ago
Topic:
Crisis Planning & Recovery

ericamarois
ericamarois
Posts: 71
In light of the recent tragedy in Las Vegas, and the numerous natural disasters that have impacted our community members over the last few months, we thought it would be a good time to discuss crisis planning and recovery.

Please join us today at 1:00 ET. Come ready to share your experiences, advice, and encouragement.

Here are the questions we'll cover:

Q1: Does your contact center have a crisis plan in place? #ICMIchat
Q2: Who within the company should be involved in crisis recovery planning? #ICMIchat
Q3: What are some potential system vulnerabilities contact centers should be prepared to deal with during an emergency? #ICMIchat
Q4: What role should social media play in crisis communication? #ICMIchat
Q5: How do you train agents to respond with empathy and efficiency during stressful times for customers? #ICMIchat
Q6: From an emotional wellbeing perspective, how can leaders best help employees recover from the fallout of crises? #ICMIchat
Q7: Has your contact center ever experienced a crisis/emergency? What did you learn? #ICMIchat
Q8: What words of encouragement would you offer for our #cctr firiends who have recently been impacted by crisis? #ICMIchat
20 days ago
Topic:
How to Build Trust

ericamarois
ericamarois
Posts: 71
Good morning, fellow chatters--

After a week off for ICMI Contact Center Demo, I'm excited to return to #ICMIchat. Today, we're celebrating Customer Service Week! The Customer Service Week theme for 2017 is "Building Trust," so that's what we're going to discuss!

Here are today's questions:


Icebreaker: How does your team celebrate customer service week? #ICMIchat

Q1: Why is trust important for employee engagement? #ICMIchat

Q2: What are some practical ways employers can build trust with their employees? #ICMIchat

Q3: Why is trust important for customer experience? #ICMIchat

Q4: What are some actions that cause customers to distrust your brand? #ICMIchat

Q5: What are some actions brands can take to help build trust with customers? #ICMIchat

Q6: What are steps companies or employers can take to repair trust when it's broken? #ICMIchat

Q7: Building trust requires teamwork. How can marketing, sales, and service all collaborate to improve the customer experience? #ICMIchat

Q8: What are some tangible ways to measure customer trust or sentiment? #ICMIchat
9/20/2017
Topic:
OUTBOUND SALES CALLS

jerry.lowe
jerry.lowe
Posts: 1
We have started a new outbound sales call where we can ship the cell phone device directly to the customer by placing an order over the phone. I am looking for a tool to gather best practices on both live and recorded calls. I'm also looking for sample outbound sales call review forms or best practices.

thanks
Jerry
9/19/2017
Topic:
#CCDemo: Know Before You Go

ericamarois
ericamarois
Posts: 71
ICMI Contact Center Demo is officially less than a week away.

And. We. Can't. Wait.

Are you as excited as we are?! Join us at 1:00 ET today and start networking early. We'll share tips to help you make the most of your experience, and you'll also get the chance to meet some friendly faces to connect with while you're in Vegas.

Here are today's questions:


Icebreaker: If you had just 24 hours to spend in Las Vegas, what would you see and do? #ICMIchat

Q1: What's your reason for attending #CCDemo (or similar events). What do you hope to get out of the experience? #ICMIchat

Q2: What are your must-have items when packing for a conference? #ICMIchat #CCDemo

Q3: Making connections is an important part of a conference. What tips do you have to make networking less awkward? #ICMIchat #CCDemo

Q4: So many sessions, so little time! How do you set your agenda when you attend an event? #ICMIchat #CCDemo

Q5: What's the best way to approach the Demo hall? #ICMIchat #CCDemo

Q6: What advice do you have for someone attending a @CallCenterICMI event for the first time? #ICMIchat #CCDemo

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

Q8: What's one session you'd like to see on the agenda for our next event? #ICMIchat #CCDemo
9/12/2017
Topic:
How to Survive Peak Season

ericamarois
ericamarois
Posts: 71
Is holiday season your peak season? Is tax season your busy time? Whenever your peak season is, it's never too soon to start preparing. With proper planning, you won't just survive your next peak season, but thrive. Join us today at 1:00 ET to discuss!

Here are our questions:


Q1: Does your contact center have a peak season? When? #ICMIchat
Q2: What are some of the top challenges contact centers face leading up to and during high-volume times? #ICMIchat
Q3: Without staffing up, how can contact centers better leverage their existing team to manage peaks in volume? #ICMIchat
Q4: How do you keep agents from burning out during busy times? #ICMIchat
Q5: How do you break the news to customers that wait times may be longer than normal? #ICMIchat
Q6: Surge pay for agents during high-volume times: yay or nay? Why? (Think Uber) #ICMIchat
Q7: What are some ways to leverage less traditional channels to drive down phone volume during peak season? #ICMIchat
Q8: What's your #1 piece of advice for a new #cctr agent or leader heading into their first peak season? #iCMIchat
9/5/2017
Topic:
Supervisor vs. Team Leader

emillydiasdarocha
emillydiasdarocha
Posts: 1
They are only technical terms. In practice a Supervisor and a Team Leader does pretty much the same.

- Emilly da Rocha
9/5/2017
Topic:
Training on a Shoestring Budget

ericamarois
ericamarois
Posts: 71
Happy chat day, friends! I hope you all had a wonderful Labor Day. I'm excited to be back as the host for today's #ICMIchat. We're going to talk about training on a budget, and here are the questions:

Q1: In your opinion, why do contact center leaders struggle to make the most of their training dollars?
Q2: What advice do you have for a contact center leader who needs approval for a training budget increase?
Q3: How can contact center leaders measure the ROI of their training programs?
Q4: What advice would you give to a contact center leader who was recently asked to cut their training program?
Q5: How can a contact center leader best measure the effectiveness of their training program?
Q6: What ideas do you have for training on a new topic when there's no time in the schedule for a classroom session?
Q7: What's your favorite resource for low or no cost training material?
Q8: What are some fun and creative ways to engage all the senses in learning?
9/1/2017
Topic:
Internal Help Desk

wernda1234
wernda1234
Posts: 1
Good morning. A little background - all of our agents work from home. When they need help, they use Skype IM. Our senior agent team responds to those messages and provide direct assistance. For escalations, we have a group of agents trained to take those calls; agents transfer to call to the escalated queue.
8/30/2017
Topic:
Internal Help Desk

Call Center Analyst
Call Center Analyst
Posts: 2
We have an "assist line" that agents can dial. The assist line is answered by the call center lead workers; due to schedules sometimes no lead workers are available for the assist line, during those time other highly experienced call center agents are put on the assist line (it's also a great opportunity for grooming agents that could potentially promote to lead).
8/30/2017
Topic:
Address formatting challenge with off-shore team

Call Center Analyst
Call Center Analyst
Posts: 2
We implemented system constraints that pretty much force the user to enter the address correctly. We also utilize addresses services such as Satori and NCOA.
8/22/2017
Topic:
Software Implementation

tmcgary
tmcgary
Posts: 1
Hello,


Here in the next few months we will be implementing WFM/QA software through Calabrio. I'm looking for someone who has recently implemented either Calabrio or another WFM/QA software in their center to share their experiences. Currently we don't have any WFM or QA software and have just under 100 agents. Any feedback on how your process went is much appreciated.


Thanks!
8/22/2017
Topic:
Chat with Author Dan Gingiss

ericamarois
ericamarois
Posts: 71
Hi, everyone!

Today we are thrilled to have Dan Gingiss join us for a special #ICMIchat. The conversation kicks off at 1:00 ET on Twitter. Just use the hashtag on your Twitter platform of choice, or head over to our Twubs group to participate: http://twubs.com/ICMIchat

Here are the questions we'll cover during this interactive discussion (bring your ideas!):

Q1: Have you ever experienced a "wow" moment while interacting with a brand through social media?
Q2: In your opinion, who should own social media customer care, and why?
Q3: What do you see as the biggest challenge in supporting customers via social media?
Q4: What's the difference between social media posting and social media engagement?
Q5: What are some simple, but powerful ways brands can engage with their customers on social media?
Q6: What qualities would you list at the top of your wishlist for a social media customer care agent?
Q7: Is there ever an appropriate time to take a social conversation offline? When & how?
Q8: What's one question you have about serving customers via social media? (We'll create a blog post answering them all!)
8/15/2017
Topic:
Characteristics of Best-in-Class Contact Centers

ericamarois
ericamarois
Posts: 71
Hello, everyone!

I'll be your host today as we think about the characteristics of best-in-class contact centers. The 2017 ICMI Global Contact Center Awards Winners inspired today's questions. As we looked through the applications from this year's winners, we saw a few common characteristics.

Exemplary contact centers:
  • Empower agents to ''say yes''
  • They collaborate with other departments
  • Serve customers in their channel of choice
  • Encourage career growth and development
  • They're mindful of metrics
  • Their culture promotes continual coaching & learning

So, here are today's questions!

Q1: In your opinion, what are 3 characteristics of a best-in-class contact center?
Q2: What's one simple way to empower agents to make the best decisions for customers?
Q3: What are some ways the contact center can collaborate with other departments to improve the customer experience?
Q4: How do you determine which channels make the most sense for your customers?
Q5: How does your team approach internal promotion opportunities for agents? Do you encourage growth?
Q6: Which metric is most important to your contact center? What do you do to meet or exceed your goal consistently?
Q7: What can companies do to promote a culture of learning?
Q8: What's one company you think deserves an award for excellent customer service? Why?


Chat with you at 10:00 PT/ 1:00 ET! #ICMIchat
8/8/2017
Topic:
Hiring & Recruiting on a Budget

ericamarois
ericamarois
Posts: 71
Hi, friends!

Jeremy Watkin (@jtwatin) is our guest host for today. As always, the conversation starts at 10:00 PT/ 1:00 ET and we hope to see you then!

Here are the questions we'll cover:

Q1: What's one new position you'd love to add to your team over the next year?
Q2: What are some low budget, but effective ways to share and market job openings?
Q3: What are the characteristics of a great job description?
Q4: Have Millennials changed your agent recruitment strategy? Why/why not?
Q5: Who should you include the interview process for a new #cctr agent?
Q6: What are the top qualities/skills you look for when hiring a new agent?
Q7: What are some unique questions you like to include in job interviews?
Q8: How do you convince senior execs that it's time to staff up your contact center?
8/3/2017
Topic:
Internal Help Desk

kelli.olsick
kelli.olsick
Posts: 1
what is your process when your agents need help or have an escalated call? Does that fall to their manager or a team lead or do you have an internal help desk queue that is used to answer policy/procedure questions and take escalated calls? If you use the former, what is the back-up if the manager is off or not available?
8/2/2017
Topic:
Address formatting challenge with off-shore team

raleighcobbii
raleighcobbii
Posts: 1
Do you have any suggestions on how to teach an off-shore team how to format an address in the US? I've shared links to USPS links and they have many examples but, agents are still having an issue updating addresses in the correct format in our CRM.
edited by raleighcobbii on 8/24/2017
8/1/2017
Topic:
Employee Wellness

ericamarois
ericamarois
Posts: 71
ericamarois
ericamarois
Posts: 71
Topic: Employee Wellness
It's time for another #ICMIchat. Today we're going to discuss a topic that's been growing in popularity--employee wellness!

Here are the questions we'll cover:

Q1: How do you define employee wellness? #ICMIchat
Q2: How much do you think stress impacts workplace productivity? Have you seen the effects in your office? #ICMIchat
Q3: What are some of the benefits of an employee wellness program? #ICMIchat
Q4: How can small contact centers & businesses make small changes that make a big difference for employee well-being? #ICMIchat
Q5: What are some ways workplace safety plays a role in employee wellness? Any tips or rules to consider? #ICMIchat
Q6: How can contact center agents take a more active role in employee wellness programs? #ICMIchat
Q7: How can you determine the ROI of a wellness program? #ICMIchat
Q8: What's the best wellness-related workplace perk you've ever heard of? #ICMIchat
As always, it starts at 10:00 PT/ 1:00 ET. Hope to chat with you soon :)
7/25/2017
Topic:
New Channel Implementation

ericamarois
ericamarois
Posts: 71
Hi, #ICMIchat friends!

It's that time again. Today we're going to discuss new channel implementation. We'll chat about challenges and successes, and our guest host is Nate Brown (@CustomerIsFirst). Hope to chat with you at 10:00 PT/ 1:00 ET. Here are the questions:

Q1: What's your channel of choice when you need to contact a company?

Q2: Is there a channel or channels that you wish more companies supported? Why?

Q3: Has your contact center added new channels in the last year? Why/why not?

Q4: What challenges has your contact center faced with new channel implementations?

Q5: What success have you experienced with new channel implementation?

Q6: What's the best way to measure the utilization & success of a new channel?

Q7: How has technology prevented or enabled your new channel implementations?

Q8: What's the #1 piece of advice you have for successfully implementing a new #cctr channel?
7/21/2017
Topic:
converting chat to call

dsittaue
dsittaue
Posts: 1
I manage a small, govt contact center (less than 50 agents) that handles complex inquiries via chat and telephone. I am interested in any information pertaining to converting a chat to a call (i.e., the agent contacting the customer) to improve efficiency and customer service. Note: our technology does not support a "call me" feature so looking for other options/strategies/practices to offer this option to clients. Thank you.




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