ICMI Contact Center Forum

recent posts recent posts - RSS

4 days ago
Topic:
best practice for CC with 2 min to 2 hour handle

aubrown2001
aubrown2001
Posts: 1
Are there any best practices for the following scenario.
I have a tech support call center. Some of our calls can last 2 hours to fix a major issue with a caller's computer. Other calls may only take 3 to 5 minutes to reset a password. While an agent is locked up with a 2 hour call, how can we use that same agent to handle other short phone calls? Do you do anything like, "let me put you on hold and take this next call while your computer reboots"?
5 days ago
Topic:
Keys to Building a Robust Leadership Pipeline

E_Marois
E_Marois
Posts: 4
Good morning, ICMI chatters!

Developing the next class of leaders is a difficut task for any business, but it's especially challenging for the contact center. How can you develop and retain the best employees? Let's chat about it at 1:00 ET! Just follow and use our hashtag (#ICMIchat) on Twitter to participate.

Here are the questions we'll discuss:

Q1: How do you define good leadership?


Q2: Have you ever lost an employee because they went to another company for a promotion/growth opportunity? How often does that happen?


Q3: What are some ways to help contact center agents develop leadership skills?


Q4: How do you identify agents (or employees) who are ready for a promotion?


Q5: What does the typical career progression path look like in your contact center?


Q6: Besides offering a promotion, are there other ways to encourage growth and recognize excellence?


Q7: With record low unemployment rates and many baby boomers nearing retirement, how can contact centers prepare for a potential talent shortage?


Q8: Can you share a book/tool/resource/person that's played an influential role in your leadership development?
12 days ago
Topic:
Rallying Your Company to Become More Customer-Cent

E_Marois
E_Marois
Posts: 4
Good morning! It's time for another #ICMIchat. Our topic for today is based on an upcoming ICMI Contact Center Expo session, so if you want to learn more, be sure to check it out in Orlando.

As always, the conversation will start at 1:00 ET on Twitter. We welcome all newbies :) Just follow and use our hashtag to participate. (#ICMIchat)

Here are the questions we'll cover during our discussion:

Q1: How do you define customer-centricity? What are the characteristics of a customer-centric company? #ICMIchat

Q2: Most companies claim to be customer-centric. In your opinion, what percentage of businesses actually are customer-centric? #ICMIchat

Q3: In your opinion, is there a difference between contact center metrics and customer experience metrics? Why/why not? #ICMIchat

Q3: What are some of the direct ways contact center metrics impact overall business performance? #ICMIchat

Q5: Let's be honest. No one loves reading reports. How do you design CX metrics reports so people: 1. Pay attention and 2. Feel motivated to act? #ICMIchat

Q6: Why do you think companies struggle to act upon customer data? What are some ways to hold your team accountable for making regular improvements based on the voice of the customer feedback? #ICMIchat

Q7: How can contact center agents play a role in building a more customer-centric culture? #ICMIchat

Q8: How can contact center leaders get the whole organization excited about serving customers? #ICMIchat


Hope to chat with you soon!
19 days ago
Topic:
What Contact Centers Can Learn From Disney

E_Marois
E_Marois
Posts: 4
We're gearing up for Contact Center Expo in Orlando, FL! One of our keynote speakers is from Disney Institue, and attendees will also have the chance to go behind the scenes and experience how Disney Institute's Professional Development brings the magic alive! All this got us thinking about the lessons contact centers can learn from Disney's approach to service. Join us today at 1:00 ET to discuss! Follow and use our hashtag (#ICMIchat) on Twitter.

Here are the questions we'll cover:

Q1: What do your customers need when they reach out to your contact center?


Q2: What do your customers want when they reach out to your contact center?


Q3: What are some of the negative stereotypes about contact centers? What are some small details contact centers could improve to change the perception?

Q4: What are some common emotions customers feel when they reach out to your contact center? How can you identify those emotions to serve them better?



Q5: How should contact center leaders outfit agents' desks, so they're equipped to deliver the best possible service?


Q6: How much do you think an office setting impacts the service a company provides? What changes would you make to your office space if you had an unlimited budget?

Q7: What are some common processes contact centers follow that might not be in the best interest of customers?

Q8: Just for fun, if you could hire any Disney character to work as an agent in your contact center, who would you hire, and why?
21 days ago
Topic:
How to Deliver More Conversational Service

arsh_1011
arsh_1011
Posts: 5
As Microsoft's Bill Gates once said, "Your most unhappy customers are your greatest source of learning."
It's the customer satisfaction that matters & every single feedback comes with the ideas that a customer is looking for a better product or service.


Here's a blog detailing more about the importance of customer feedback- https://www.callcenterhosting.in/blog/customer-feedback-drives-call-center-success/
26 days ago
Topic:
How to Deliver More Conversational Service

ericamarois
ericamarois
Posts: 93
Customers today expect service in their channel of choice, at a time that's convenient for them, and without hassle. Over the last several years, industry experts have talked about the importance of delivering seamless omnichannel customer experience. The truth is, our customers don't think of their interactions in terms of a channel. What if we thought of every touchpoint as part of a conversation? Let's discuss today at 1:00 ET!


Here are our questions:


Q1: How can you train agents to notice and adapt to a customer's tone/behavioral signals?

Q2: What are some simple, cost-effective ways to deliver more personalized service?

Q3: What are some ways to leverage IVR more intelligently? #ICMIchat

Q4: If you have to move a customer from one channel to another, what's the best way to initiate the handoff? #ICMIchat

Q5: How can contact centers rethink scripts to encourage more conversational interactions? #ICMIchat

Q6: What channel(s) do brands need to start using to interact with customers? #ICMIchat

Q7: What's the best way to collect and respond to customer feedback? #ICMIchat

Q8: What are some small gestures companies can make to build rapport with customers? #ICMIchat


To participate, join us on Twitter using the hashtag #ICMIchat.
3/22/2018
Topic:
How to Deliver Best-in-Class Service

arsh_1011
arsh_1011
Posts: 5
Call center environment is a tough place to survive if you have not planned your steps beforehand. Having said that, it becomes way easier for the call center manager if he has planned well to work in tandem with the contemporary technologies and with speculated steps considering the customer base as well as their interests and inclinations.


Employee attrition is one of the major challenges faced in a call center environment. Understanding the need of the employees and deployment according to their skills helps to evade any unfavorable situation.


Here's blog which I came across talks about the challenges faced by the call center- https://www.callcenterhosting.in/blog/problems-faced-by-call-center-managers/
edited by arsh_1011 on 3/22/2018
3/22/2018
Topic:
How to calculate CSAT survey%

SeaHawkins
SeaHawkins
Posts: 8
I suggest one of two option:

1. Use only 1 question of the 4 to calculate CSAT

2. Decrease the survey to 1 question

I would say a "best practice" is to specifically ask the customer if they were satisfied with the level of support the agent offered. That single question should be used to calculate CSAT. Anything more than that leads to decreased response rate, or it takes the focus off of satisfaction.
3/20/2018
Topic:
How to Deliver Best-in-Class Service

ericamarois
ericamarois
Posts: 93
Happy first day of spring! I hope it's warm and sunny where you are. It's cold and rainy here in VA!

Today's topic was inspired by our ICMI Global Contact Center Awards finalist announcement last week! As we were looking through all the applications, a few characteristics stood out among the finalist organizations. Today's questions correspond with each of those characteristics. We hope you'll join us today at 1:00 ET. Just follow along on Twitter and use the hashtag #ICMIchat to participate.

Characteristic: High rate of First Contact Center Resolution (FCR)

Q1: What are some ways to improve FCR?

Characteristic: Leadership prioritizes internal growth opportunities.

Q2: What are some good ways to expose agents to other areas of the business even before formal promotions are available?

Characteristic: Below average attrition.

Q3: How can contact center leaders address high turnover rates? What strategies have helped your team boost retention?

Characteristic: A clear sense of the contact center's role and value to the business.

Q4: What are some indirect ways contact centers can generate revenue for the business?

Characteristic: A clear, effective mission.

Q5: What are some components of an effective mission statement? How do you ensure employees know it and live it?

Characteristic: Best-in-class service organizations are filled with standout contact center agents.

Q6: Describe your dream contact center agent. What are their skills, traits, and approach to customer service? (Bonus: share an example of a star agent on your team)

Characteristic: Best-in-class service organizations have the support and leadership of effective supervisors and managers.

Q7: What qualities do you need to be a successful contact center manager?

Characteristic: Embrace mistakes as learning opportunities.

Q8: How can companies use service failures as opportunities for improvement?
3/16/2018
Topic:
How to calculate CSAT survey%

christopher.jones
christopher.jones
Posts: 1
I'm curious whether there is a standard best practice for calculating CSAT survey percentage. Our current CSAT survey has 4 questions, and I find that about 10% of the surveys that are started are not completed through to the last question. The following are three options that I came up with to determine number of surveys taken:

1) Count every survey that is started.
2) Count every survey that is completed.
3) Sum up every question that was answered, and divide it by 4 (the number of questions). This gives a count somewhere between option 1 and 2.

I assume one of these is best practice, and we are currently using option 3.

Thanks in advance for your assistance!
3/15/2018
Topic:
Benefits of Work From Home Programs

arsh_1011
arsh_1011
Posts: 5
Thank you for initiating this topic.
When we think of Call Center, one always feel that it is an on-site job and more stressful job.
But with the advent of cloud, agents' working scenario has been constantly changing. They have given an avenue to work remotely from anywhere. A remote agent makes the whole customer support process more profitable for the call center business because the total efficiency increases many folds.
Here's a blog post that will give a better understanding regarding the rise of remote call center agents- All That You Need to Know About Remote Call Center Agents
edited by arsh_1011 on 3/15/2018
3/13/2018
Topic:
Benefits of Work From Home Programs

ericamarois
ericamarois
Posts: 93
Work from home programs are on the rise, but are they right for your contact center? Let's discuss! Join us at 1:00 ET today as we tackle these questions:


Q1: Have you ever worked from home? If yes, what did you like and dislike about it?

Q2: Does your company allow customer service reps to work from home? Why/why not?

Q3: From a management perspective, what's the hardest part about having remote team members?

Q4: What are some of the biggest benefits of allowing contact center agents to work remotely?

Q5: Do you have any advice for onboarding remote employees?

Q6: Tech giants like Yahoo & IBM have asked remote employees to come back to an office. What do you think? Will remote workers increase or decrease in the next ten years?

Q7: What skills/characteristics do employees need to succeed at working from home?

Q8: What advice do you have for maintaining a healthy work/life balance? (Regardless of whether you work at home or in an office)
3/6/2018
Topic:
Metrics Mistakes & How to Avoid Making Them

ericamarois
ericamarois
Posts: 93
Hi, everyone!

This week we'll be chatting about a quintessential contact center topic: metrics. More, specifically, some of the common metrics mistake contact center managers make.

Here are the mistakes:
  • Mistake # 1: Measuring too much & acting on too little. AKA drowning in data
  • Mistake #2: Burying reports, not sharing results with the organization
  • Mistake #3: Running the contact center based on averages
  • Mistake #4: Spending lots of time on forecasting but ignoring schedule adherence
  • Mistake #5: Burning out agents with lofty occupancy rate goals
  • Mistake #6: Measuring CSAT, but not Employee Satisfaction (ESAT)
  • Mistake #7: Not measuring ESAT frequently enough

And here are the questions we'll tackle:


Q1: What's one metric you would like to remove from the dashboard? Why?

Q2: What's one metric you'd like to act on more intentionally? Why?

Q3: How do you share your team's successes and challenges with the rest of the organization?

Q4: What's the best way to personalize performance management and play to agent's strengths & weaknesses?

Q5: What's the best way to manage schedule adherence? Who should be in charge?

Q6: What's a realistic occupancy rate goal? What's the best way to utilize off call/contact time?

Q7: What are some simple ways to measure and act on ESAT?

Q8: How often should contact centers field employee satisfaction surveys? Who should own the execution & follow-up?


The conversation starts at 1:00 ET. Hope to see you on Twitter using the hashtag #ICMIchat!
2/27/2018
Topic:
Artificial Intelligence: Hype or Happening?

ericamarois
ericamarois
Posts: 93
Good morning!
Today's topic is one that's getting a lot of attention in the industry right now. And when we asked the #ICMIchat community for discussion suggestions, AI came out on top. So, let's chat about it today! Join us at 1:00 ET as we tackle the following questions:


Q1: Is AI in your contact center's future? Why/why not? If yes, how soon?
Q2: Do you think the hype around AI is warranted, or are we still far away from AI making a big impact on customer service?
Q3: What are some challenges AI could help your team solve?
Q4: Has AI started to change the way you train your agents? How might it in the future?
Q5: What are some key considerations for contact centers who plan to implement AI in the near future?
Q6: Along with the rise of AI & connected devices comes more data. How are you using data to deliver more personalized service?
Q7: How are new channels changing the way your organization collaborates across departments? How can tech help?

Q8: What's your biggest concern about AI as it relates to customer service?


Hope to chat with you soon! :)
2/20/2018
Topic:
Cultivating Happiness in the Workplace

ericamarois
ericamarois
Posts: 93
Good morning!

It's #ICMIchat day, and ICMI Contact Center Expo keynote speaker Nataly Kogan inspired today's topic. You can learn more about her session here: http://www.icmi.com/Contact-Center-Expo-Conference/Program/Keynote-Presentations

For extra credit, read this before our chat: http://time.com/3589837/5-scientifically-proven-ways-to-be-happier-at-work/ (It's the basis for today's questions)

Q1: True or False: Happier employees are more productive.

Q2: How do you like to start your workday? Are there any rituals or routines that have worked well for you?

Q3: Are there any small changes you could make to your daily routine that might prevent decision fatigue?

Q4: What are some ways to foster a supportive workplace culture?

Q5: Do you have any tips for staying motivated when you're up against a big deadline or challenging project?

Q6: Thinking back over the last week, what's one thing that went really well for you/your team?

Q7: How does your team celebrate small wins on a regular basis?

Q8: Change can cause anxiety. What are some ways contact center leaders can help their agents navigate change in a positive way?


As always, the conversation starts at 1:00 ET. Just follow and use our hashtag (#ICMIchat) on Twitter to participate. Hope to see you there!

2/19/2018
Topic:
Improving Agent Training

smorris
smorris
Posts: 1
I'm new to ICMI so I wasn't part of the recent chat, but what drove me here is I'm very interested in learning what's out there or on the horizon when it comes to Q8, dealing with AI's role in employee training.
Traditionally, our agents handle mock calls with another live person on the phone, sometimes an agent from our client company, sometimes someone internal. Either way it's a resource hog and my VP tasked me with researching if there was any methods or technologies out there where a simulated mock call can be delivered to an agent.
Is anyone familiar with anything like this in use or development?
2/13/2018
Topic:
Improving Agent Training

ericamarois
ericamarois
Posts: 93
Good morning, everyone!

Last week's chat participants voted on this week's topic. The winner: "Improving Agent Training."

As always, the conversation kicks off at 10 am PT/ 1 pm ET. Here are the questions we'll cover:

Q1: In your opinion, why do you contact centers struggle to offer consistent and effective agent training?

Q2: What are some ways to measure the ROI of training programs?

Q3: What advice would you give to a contact center leader who was asked to cut their training budget?

Q4: What are some fun and creative ways to engage all the senses in learning?

Q5: What are some simple ways to train on a new topic when there isn't time for a formal classroom session?

Q6: What is the best way to ensure employees retain and apply what they learn during training? #ICMIchat

Q7: How do you decide how much ramp-up time to give agents before they're responsible for managing contacts on their own?



Q8: How can artificial intelligence play a role in employee training?
2/12/2018
Topic:
Call Center Closing Plan and Checklist

Kasper Carrington
Kasper Carrington
Posts: 1
Has anyone developed a decommission plan and checklist to close a contact center? Seeking a sample outline or template that can be used to make sure everything (servers, equipment, software licenses, knowledge transfer, SOPs, IVR, etc.) is covered. That contact center has less than 20 total staff. Thanks in advance!
2/6/2018
Topic:
The Relationship Between CustServ & CX

ericamarois
ericamarois
Posts: 93
Hi, everyone!

We're thrilled to have Nate Brown as our guest host today. He'll lead a discussion on the relationship between customer service and customer experience. Here are the questions we'll cover:

Q1: How do you see customer experience and customer service being similar?

Q2: How do you see customer experience and customer service as different?

Q3: Does your organization have a cross-functional customer experience program?

Q4: Who in the organization should be responsible for designing great customer experiences?

Q5: What are some ways customer service can proactively help with the larger customer journey? (i.e other touchpoints)

Q6: How can customer service and marketing work together to enhance CX?


Q7: In what ways can employee engagement impact CX?

Q8: What is one simple thing every contact center can do to improve CX?


As always, the conversation kicks off at 1:00 pm ET. Just follow and use our hashtag (#ICMIchat) to join us.
1/30/2018
Topic:
Improving Communication Skills

ericamarois
ericamarois
Posts: 93
Strong communication skills are an essential life skill. Communication impacts business success, personal relationships, and more. Are your agents equipped to communicate clearly with customers? Is interpersonal communication a challenge for your office? Let's chat about it at 1:00 ET!

Here are today's questions:

Q1: How do you define great communication? #ICMIchat

Q2: What are some of the most common obstacles to clear communication? #ICMIchat

Q3: How does clear communication impact employee engagement & morale? #ICMIchat

Q4: How does clear communication impact the customer experience? #ICMIchat

Q5: What are some ways to communicate sincere empathy to customers? #ICMIchat

Q6: How do you train agents to improve their communication skills? (Written and verbal) #ICMIchat

Q7: What are some healthy ways to resolve workplace conflicts? Do you have any tips for mediating disagreements? #ICMIchat

Q8: How can contact center leaders most effectively communicate their goals and needs to senior leaders in the organization? #ICMIchat






Powered by Jitbit Forum 8.3.7.0 © 2006-2013 Jitbit Software