In part 1, I discussed the idea they you need to maintain motivation in the call center by incentivizing.  Sometimes though, its not in your budget to start offering huge bonuses of mini vacations, new flat screen TV, or even an iPad.  Instead you need to find solutions to motivate agents without losing part of …

This week, and most weeks, social media is on peoples tongue.  It used to be only a marketing tool, and now is spreading to other parts of the business.  It is used for communication with the customer both inbound, and outbound.   Other technologies are prevalent, and proving that is a necessary in the business in order for great success. First up …

Can gamification work in customer service? Well, yes, yes and yes, it can. I didn’t just say yes three times for emphasis, that question can actually be asked from three different angles, the answer to which in all three cases is still yes. You see, gamification in a traditional sense applies to an obvious relationship of …

It’s time to talk about virtual call center software, what to look for in it, and what’s the best at the moment. Call centers are a remnant of a time before TCP/IP, and perpetuated by the reluctance or slow propagation of TCP/IP into established mediums. Everyone, including call center professionals, will admit this system is very …

I’m somewhat passionate about  call center metrics best practices. You know how important metrics are for just about anything in the business world, right? I mean, if you don’t’ take many, detailed metrics on most facets of any aspect of your business, you’re basically numb to your environment. And blind to it as well. So, given …

The customers are the driving force of any business. Without them, any organization will end up running out of business and eventually close down. There is a common misconception about who should take care of the customers. Some firms think that as long as there is a customer care department, with a number of customer …

The call center is often the hub of any business, because it’s the front lines.  If this was a war, the agents would be the front line troops battling with the masses.  Sometimes though this isn’t what the agent always wants so they can often lose motivation in the work place, because customers are being …

Loyalty is the game, and it works better than any other form of a good customer experience.   As usual, its been a busy week in the world of customer service.  I personally have been seeing some great pick up on my first eBook.  Discover How To Implement and Boost Self Service Adoption.  You can …

Well, I’m going to talk more about call center customer service tips. Because like I’ve said many times in the past, I will continue to hammer this point home until I see call centers actually heeding this very sensible advice. I deal with call centers on a frequent basis, and so I will likely see it …

Customer relationship management tools are important.  CRM is a big part of your business function in many ways, and a large part of your organization must interact with this software, even if they do not deal directly with customers themselves. The accountants must interact with it, the management of all departments must interact with it, …