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How to Deliver Best-in-Class Service Messages in this topic - RSS

ericamarois
ericamarois
Moderator
Posts: 115


3/20/2018
ericamarois
ericamarois
Moderator
Posts: 115
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?

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Erica Strother Marois
Community Strategist, ICMI
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arsh_1011
arsh_1011
Posts: 6


3/22/2018
arsh_1011
arsh_1011
Posts: 6
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
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