The brand is your reach to your clients. So often, they know your company by what it stands for as much as what products or services you sell. For instance, there are lots of products that McDonalds sells, for instance. People only know a few staples- plus, they know McDonalds! Your customer service department is your extension of the brand. It really does drive the relationship between your organization and your customers. What the customer service department does to and for your customers can easily accentuate – or sink – your brand.
Here’s what Call Center Today looks at when assessing and then building the right customer service department for your business. We take into account call center practices, of course. But, we also think deeply about how the customer service department represents your business, and powers your brand, to your customers. It is not just the tactics of customer service. It is the strategy of how the customer service department drives the brand experience, so customers feel valued, warmly acknowledged, and eager to interact with your customers again.
1. The scripting – how the customer service department relates to your customers, the words and sounds and roadmaps.
2. The customer service training. How the people in your management ranks powers the agents to excel. This could mean how they power scripting and service training. Or, actions, processes and technology training. Anything to do with customer service training.
3. The customer service leader. Who is the one person within the organization who leads customer service. This person controls the customer service functions. There can not be management by group. There needs to be a customer service leader.
4. The on-going customer service touches. When a customer reaches out to your organization a series of steps needs to begin. Perhaps a warm email of thank-you, followed by a strong text or social chat. A regular letter with a compelling reason to cal your organization should be automatically processed via your technology systems. Use multiple touches from the contact center to drive customer service brand. Let them know your company is aware, and alive, engaged to communicate.
For more information on Call Center Today, and our consulting and training programs, please contact us at 888-835-5326 x111 or email MyCallCenter@CallCenterToday.com. Visit us on the web at www.CallCenterToday.com.
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Tags: call center brand, call center training, Customer Care, customer care supervisors, customer care training, Customer Service, customer service call center, customer service managers, customer service script writing, customer service training
Uncategorized | Administrator | 
November 6, 2010 6:20 pm | 
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Call Center Today enjoying a fantastic expo at Society of Human Resources Managers show, in San Diego. Lots of visitors to our booth, HR managers talking customer service and inside sales call centers, call center training, call center management, call center culture, and specific topics such as script writing and call center recruiting and hiring.
We are impressed by this show, for sure! Over 11,000 attendees, over 600 exhibitors, lots of action. Our booth has been jammed from morning to evening with HR leadership asking us about call center training, call center consulting, strategic development of call centers. Everything we hoped for, and more!
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Tags: call center consulting, Call Center Culture, call center evaluations, call center hiring, call center hr, Call Center Recruiting, call center training resources, customer care training, Human Resources and Call Centers, SHRM
Uncategorized | Administrator | June 29, 2010 8:43 pm | Comments (0)
Enjoy the latest and FREE audio training podcast on call center management. It’s a 30 minute webinar on the 10 key strategies to call center management. Call Center Consulting ready for you to implement in your contact center.
Visit http://store.callcentertoday.com/10watobemayo.html to order the FREE 30 minute audio podcast on the 10 key lessons to call center management. It is hosted by Call Center Today.
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Our senior team consultant, Cary Campen, did a fantastic web seminar on sales management – top 10 ideas from the book 101 Lessons for GREAT Call Center Management. We had a spectacular turnout and it was impressive.
The 20 minute quick Learn N’ Go web seminars are a staple for us at Call Center Today. Quick call center training and call center consulting ideas delivered very tactically, so our clients can use this stuff over and over again. It really is strong call center training and call center learning.
We have several 20 minute Learn N’ Go web seminars every month, the next one on call monitoring tools is June 16 at 130pm east. Visit www.callcentertoday.com or http://store.callcentertoday.com and click on “Web Seminars”. Register for FREE, we also have some terrific goodies like the powerpoint and whitepapers that go with each web seminar, call center training, all FREE.
Call Center Today and its human engineering consultancy is truly becoming a branded entity in the contact center consulting space. I am very proud of the team for all their work. – Dan Coen
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Call Center Today is doing some amazing programs for our clients, it has been a fantastic month of May. We had back to back spectacular trade shows and garnered several new clients, from Response Expo and ASTD. Before that, we enjoyed a dynamite conference with the ATA in Washington, DC.
On the web site we added several channels for our clients to better strengthen the relationship. The click to chat button allows chat access, and we posted 10 new whitepapers and audio podcasts, free to download for training. We also added our facebook page to complement our twitter and linked in accounts. And, we create a poll which we will update regularly, come on by to enjoy the poll and see what others are saying about call center management.
All in all, great new clients, spectacular new social communication tools, and lots of energy at Call Center Today. We are deeply proud of the entire team, and so lucky to have top clients who allow us to help! — Dan Coen
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Call Center Today has new call center training tools @ www.CallCenterToday.com for links to Facebook, Live Chat, Linked In Group, Whitepapers, You Tube & More
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The Call Center Today team will be exhibiting at ASTD Chicago next week, May 17-19, 2010. Please stop by the booth number is #245. As usual, we are giving away a buffet full of books, whitepapers, audio CD’s, and more.
Call Center Today focuses exclusively on management consulting. Top organizations recognize that Call Center Today is a special consulting partner. Whether your company is selling products and services, building management practices and training, or delivering that special touch of customer care, you will see that the magic of exceptional inside sales and customer care results is contagious. Our team of consultants are spectacular, nurturing, and very good at training and consulting.
More info? Email MyCallCenter@CallCenterToday.com.
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Visit our most recent call center management poll at http://polls.linkedin.com/p/88570/qyxmz. We would enjoy hearing what answer most applies to your contact center!
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Enjoy a quick segmnt from one of our customer care training sessions,
Visit http://www.youtube.com/user/CallCenterToday
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