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.
Managing change: how should you implement the changes that automation brings to people’s jobs?
Technology is developing at a rapid pace, which means that in many industries, jobs that people used to do will be automated and handled by robots. So where does this leave people?
Top problems for contact centres, #2: Employee commitment
The commitment level of your employees has a huge influence on company culture, and as a result, it also influences the way your strategy is realized and, ultimately, the profitability of your business.
