All posts
Attracting and keeping millennials
The way we look at work has changed. It’s no secret that retention rates for millennials are in decline and have been for a while. The average turnover in call centers is around 33 %, and in some cases, this rate can be much higher – even reaching three-digit numbers fast.
5 ways to boost a contact centre’s efficiency!
First impressions are important. You only have one chance, and a first impression is created quickly. This is the time for a company’s customer service to show what it’s made of.
Too much information is overwhelming – also during orientation
Contact centers usually have a higher employee turnover than many other businesses. Because of this, the orientation period needs to be efficient, but also pleasant to the employee.
Discussing expectations – get to really know your team!
Of course, as a supervisor you surely know your team, but the expectations you have of each other may often be a little unclear. What do the employees expect of you? Discussing results, giving more feedback, coaching, helping, letting them be?
10 ways of creating a bad customer service experience
Customer service, in itself, is not quite the same thing as the customer experience.
Emotion trumps reason. Every time.
What are you feeling right now? Why do you feel that way? These are questions that you should definitely think about every now and then. Especially when emotions are running high: you may be feeling angry, frustrated, disappointed, happy, successful or thankful.
