Tag Archives: call center change

Don’t Become Emotional When Managing Your Call Center Reps

Similarly, the call center dynamic is affected by environment as well. Engaged consumers motivate the agents, as does coworkers with positive attitudes and managers with positive feedback. And let’s not forget: nothing beats the adrenaline of a successful sales call! Continue reading

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Selling over the phone involves creating positive images

A part of human nature nobody can dispute is that the sounds that make all of us happy are sounds we enjoy; and the sounds that make all of us sad are sounds we dislike. Selling over the phone very much involves creating sounds that make all of us happy. Even if TSRs communicate words that should make customers happy, the customers won’t respond to those words unless they are presented with analogous sounds to establish their credibility. Remember, tone is all about the “how,” rather than the “what.” Continue reading

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Sell Better On The Phone By Controlling Tone

TSRs must pay close attention to Tone, Pace, Inflection and Melody at the right moments and in the correct ways. Presentations that might not be moving in the desired direction often turn around completely with proper use of tone, pace, inflection and melody. Finally, sentences will become more defined, clearer, and make more of an impact on the customer. Continue reading

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Three Ways Your Agents View Your Call Center

Mediocre management looks at contact centers through their own prisms. They see their world as one that can be impacted based on their decisions. They make decisions on seating arrangements, project assignments, compensation, policies and procedures, contests, etc, based on their assessments. Continue reading

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Traits For Premier Contact Center Managers

Your call center management should embrace a program founded by Call Center Today.  It is called desire + concept = implementation. Your management needs to have an interest, build the platform, and execute.  Here is what we encourage your call … Continue reading

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Increasing Call Center Productivity With Call Center Teams

Call Center Today is the leading call center consulting and training group.  Our expert consultants are essential, to help inside sales and customer service performance.  For more information, call Dan Coen at 888-835-5326 x111. Introduction Organizational teams make a call … Continue reading

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The Six Key Knowledge Practices For Superior Contact Center Management

Six Key Knowledge Practices For Superior Contact Center Management The Call Center Embodies Several Channels Of Communication The call center is a world of communication. There are several channels that allow agent-to-supervisor and supervisor-to-agent communication to take place. When mastered … Continue reading

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Formal and Informal Learning Elearning Mlearning and the death of Instructor Led Training

Corporate learning is entering a new era – one of social, collaborative and employee-driven learning. But today’s call center employees still need formal training that is built around specific performance gaps and required skills. They also need a complete “learning … Continue reading

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YIKES! Is that what our agents think about working here?

We’ve compiled a list of the top 9 commonly-held opinions agents have about their employers. This is based on our work, nationwide, and you can probably add a few doozies yourself. Let’s explore the list together and then we will … Continue reading

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Training’s Value Proposition

We know that highly engaged agents contribute more – often much more – than less engaged agents in terms of client loyalty, client profitability, and enhanced shareholder returns. It’s obvious that training is a key driver of agent engagement. We’re … Continue reading

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