Tag Archives: improve call center

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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How To Make Your Call Center Supervisor Fantastic

What is it that makes management terrific in the contact center?  And, where does your contact center management fit compared to others? To begin the process we invite you to answer these questions.  Each question centers around finding out what … Continue reading

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Performance Development Goal 3: Set Limits

Provide incentive for improvement with a development plan. Continue reading

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Performance Development Goal 2: Partnership

Management should have a written and focused plan to improve the performance of those agents in a call center who are on the performance development program. Continue reading

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Essential Call Center Management Strategies From Call Center Today

Call Center Today consultants are essential to the performance of inside sales and customer service call center operations.  Our expert staff serve as thought-leaders and teammates to our clients and partners.  For more information on letting Call Center Today help … 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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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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