Today's
This is for our business sales group (supports our business delivery locations). Members call us to place their order each week. As a representative is taking their order, they are to listen for key items that should prompt an up-sell (adding a new item to their order). Any representative that is heard successfully up-selling an item on an order in their quality monitors will receive a coffee from the establishment of their choice.
Post tags: Jamie Torgerson, Costco, cross selling, up sell, call center, employee satisfaction
...]]>Management Involvement
Our entire management team fully supports the quality program. We are heavily involved in all aspects of the program. Examples of this include: weekly re-evaluation meetings, bi-weekly calibration sessions, quality audits, trending analysis and training. Our strong commitment to quality shows our staff the emphasis CDPHP places on customer satisfaction. We truly “walk the talk.”
Post tags: Brian Freer, CDPHP, agent turnover, call center manager, call center, employee satisfaction
During the event we received numerous questions, so I have answered some of them below from a best practices perspective.
A. Through Envision screen capture. Just as calls are recorded and played back, you can also record and playback screen activity.
Rising Star Program
To offer a career path and decrease burnout and turnover, we offer three different programs to all representatives who are eligible and are interested. Our “Rising Star” program is for a representative who shows that they are at the top of their game, they want to mentor new representatives, and they understand our culture and passion for member service. The Rising Stars are utilized by management for feedback on new programs and incentives, as well as understanding our workflow and how to make improvements. We also offer a SIT program (supervisor in training) twice per year for phone representatives who want to get experience in management to see if this is their next step and an MIT (manager in training) program once per year for our supervisors.
Post tags: Jamie Torgerson, Costco, agent turnover, call center attrition, call center, employee satisfaction
...]]>Creating the Nike Brand Experience within the Contact Center: Presented by Kim Goff, Nike and Connie Smith, Envision at 9:00 a.m. Pacific
Nike Consumer Services was tasked with insuring the Nike brand experience be consistently delivered through all customer interactions at the contact center. The key to accomplishing this was to find ways to optimize performance and innovation in order to create exceptionally personal and enduring customer relationships. To elevate their game, they looked at how people, process and technology could increase efficiency and effectiveness. Kim Goff, Quality Manager of Consumer Services will share their road to success and the team approach they took along the way.
Come to this session to learn:
If you are responsible for managing a contact center workforce, you won't want to miss this enlightening and empowering Web session!
Post tags: nike, contact center Web event, workforce management, contact center, call center, contact centre
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If you're recording your calls in the contact center or throughout the enterprise, you also have a gold mine of customer information at your fingertips. What are your customers saying about your products and services? How can you improve processes to better serve your customers? Are you providing the call recordings to other departments so that they can hear, firsthand, the feedback directly from your customers?
Are you listening to the voice of your customer? How are you utilizing resources like your call recordings and social media to gather customer feedback and insure positive customer experiences?
Post tags: CustomerOps, Twitter, call recording, contact center trends, contact center, call center, contact centre
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I've got a free networking event that you won't want to miss!
Envision is sponsoring a networking roundtable in Atlanta, GA at the Crowne Plaza Ravinia on April 2nd. I'll be presenting "An Insider's Guide to World-Class Contact Centers -- What You Need to Know," where we'll explore contact center best practices and you can network with your contact center peers. We'll cover topics like:
Learn more and register online today!
Post tags: Atlanta, voice of the customer, contact center networking, call center trends, call centre trends
flickr photo courtesy of ndot.
...]]>If your company is not on the Top 20 list for 2008, what are you doing to help drive your company there? Are there things that your team has done to improve customer service that emulate the winners on the list? Have you had experiences with these companies that you would want to emulate?
Post tags: Forbes, America's Most Admired Companies, Costco Wholesale, Starbucks, Soutwest Airlines, Nordstrom, call center, contact center
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We receive four times more calls in August than we do in April. We compensate by hiring seasonal staff for our peak season. For business reasons, it is desirable for us to carry a core staff in April that exceeds our needs. Instead of letting the customer service representatives sit idle and wait for the next call, we put their talents to work. When we are not experiencing our peak call volume, we focus on our processes and procedures. We use our front lines to evaluate what needs improvement to gear up for our busy season, and we use their experiences to work with management and software developers to make sure the improvements are implemented properly. This may involve creating training materials for our seasonal staff, or helping to create streamlined procedures for clerical tasks. Using our slower season to prepare for peak helps create camaraderie among staff and makes good use of our staffing resources.