RALLY!

It's important to keep agents engaged and motivated. Here are a few additional links for you to help keep things fun:

• Gail Workman provides another call center quick tip on fun. 
• Cammy McCafferty provides a quick tip on making it fun and another on employee recognition. 

How do you keep it fun in your call center? Do you have any contact center humor that you would like to share?

Post tags: Gail Workman, Cammy McCafferty, call center fun, call center, contact center

Today's Call Center Quick Tip comes from Joan Brennan of Weyerhaeuser:

Today's Call Center Quick Tip comes from Cammy McCafferty of Northwest Airlines:

Save “WOW” calls using Click2Coach^®. They can then be easily accessed and played during team meetings. We can play the entire call or parts of calls for our other Reservation Sales Agents. Using these calls normally creates lively discussions and the agents are able to learn from each other.

Post tags: Cammy McCafferty, Northwest Airlines, call center best practices, Click2Coach, call center coaching, call center, contact center

flickr photo courtesy of pyrator

Kathie Zeier of SUPERVALU once posed the question: "Do your CSRs know what quality is looking for?" She states that: "During CSR training, the Call Evaluation Guidelines document and evaluation scoring are covered in depth. I usually spend at least 1 ½ hours on this." This is a great call center quick tip from Kathie, and I echo her sentiment of needing a clear, concise call evaluation guide.

We will be touching on the importance on call evaluation guides in our September 20 Webinar:

Envision and Great Lakes Higher Education Loan Services Present— Is it Time for an Evaluation Form Makeover?
September 20, 2007, 9:00 a.m. Pacific / 12:00 p.m. Eastern

Join Dale Raduenz, quality assurance analyst, Great Lakes Educational Loan Services and me, Connie Smith, chief evangelist for Envision as we share best practices in a new era of creating effective evaluation forms. I hope that you will join us on this informative Web event!

Post tags: Kathie Zeier, SUPERVALU, Dale Raduenz, Great Lakes Educational Loan Services, call center

Today's Call Center Quick Tip comes from Joan Brennan of Weyerhaeuser:

Post tags: Joan Brennan, Weyerhaeuser, customer service, contact center agent, agent effectiveness, call center, contact center

Today's Call Center Quick Tip comes from Kathie Zeier of SUPERVALU:

Track Scores by Specific Attributes

We create a monthly report comparing team's scores by attribute. This is currenly done in an Excel spreadsheet. This format quickly identifies areas where perhaps not all evaluators are calibrated on an attribute or where additional training may be needed for a group or for everyone. In calibration sessions, we focus on the attributes with the most variation. 

Today's Call Center Quick Tip comes from Cammy McCafferty of Northwest Airlines:

Recognize Your Employees

Recognition: everyone likes to be recognized in some way or another for a job well done. Find out what your agents like, and how they like to be recognized. We recognize agents for having a great call, perfect attendance, receiving a complimentary call or letter and/or meeting all work performance goals. The recognition is sometimes as simple as adding a note to our memos or running a congratulatory message on our LED board or giving them a balloon bouquet.  In addition to having weekly or monthly incentives, we find that agents love the daily games. We sometimes “play” bingo, spell a word, or see who can sell the highest priced ticket. Agents can use confirmation numbers or other items from their phone calls.  This seems to break the monotony of some of the phone calls and allow them to have fun and compete with their co-workers. 

Post tags: Cammy McCafferty, Northwest Airlines, contact center agent, contact center effectiveness, call center, contact center

flickr photo courtesy of bubblestar