Call Center Software | Call Center Quick Tip: Great Member Experiences | Envision
Jun 19, 2008

Call Center Quick Tip: Great Member Experiences
Posted by: Connie Smith

Today's Call Center Quick Tip comes from Sherry Vogt, a Director in the contact center at Circles:
 
Great Member Experiences
 

Allow agents to submit calls they deem to be “great member experiences” for scoring by quality assurance specialists once or twice a month. This allows for self discovery of agent’s strengths and weaknesses as well as closes gaps between QA and agent perspectives on differing aspects of a call. This promotes greater understanding from agents of how QA may score a call vs. what the agent thinks is “great.”

 
 
Call Center Quick Tip: Great Member Experiences - 4:59 PM | Call Center Best Practices | Add Comment (2) |
Jun 06, 2008

Call Center Quick Tip: Wall of Fame
Posted by: Connie Smith

Today's Call Center Quick Tip comes from Jamie Torgerson, a general manager in the contact center at Costco Wholesale:

Wall of Fame  
So that employees get to know one another better (which is hard because they are all on the phones), we select one employee per month to be on our “wall of fame”. There are standard questions that we ask that they answer, similar to doing an interview with a famous person. Questions like: What is your favorite past-time, what was the last book that you read, do you have any pets and can you tell us about them? We also take their picture to present next to the interview. This helps people to strike up a conversation with someone that they may not usually have an opportunity to talk to.

 
 
Call Center Quick Tip: Wall of Fame - 12:00 AM | Call Center Best Practices | Add Comment (0) |