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.
Contact centres 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.
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?
Customer service, in itself, is not quite the same thing as the customer experience.
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.
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?