Jeremy Watkin, Director of Customer Service for Phone.com recently participated in a panel discussion at the 2014 ICMI Contact Center Expo and Conference. Jeremy was joined by contact center experts Jeff Toister of Toister Performance Solutions, Juliette Punchello from Thomas Edison State College, Robert Gregory of Media Temple and Brock Faucette of the AICPA.
In our contact center, all of our agents are identical. They all type fast and have the ability to handle eight chats at once — all while building deep emotional connections with each and every customer they speak to. By the way, our team members can all monitor social media in their sleep and every tweet results in at least ten retweets.
Detect a hint of sarcasm there? I hope you did, because I laid it on pretty thick. The fact of the matter is that each contact center agent has strengths and qualities that make them unique. I want to take a few moments to show how you can use this to your advantage in offering multichannel support.
Sometimes it seems I should be answering my phone by asking, “What are you selling?” Even though our home and mobile numbers were added to the Federal Trade Commission’s Do Not Call Registry as soon as we received them, the unsolicited nuisance calls persist.
That’s because the government’s registry blocks only telemarketers — and not all of them. While most honest telemarketing firms honor people’s wishes not to receive such calls, many ignore the requirement not to contact numbers on the list, as David Lazarus of the Los Angeles Times reported last July.
Click here to read the rest of the article and see how call screening from Phone.com can keep those unwanted callers away.
It all begins with motivation.
If your employees are experiencing a lack of motivation in the work place, you’ll see this evident in their productivity. You’ll also see this evident in the amount of days they take off.
Developing a successful incentive program can be a challenge; you must fine tune the program to fit into your company culture, engage various personality types and overall, be seen as worth the time and effort of your team. Handing out a few extra dollar bills here and there is unlikely to keep your team inspired for the long run.
Many consumers are dropping their landlines for cell phones and Internet-based phone lines to save some cash. For businesses, however, the decision isn’t quite as easy. Whether you’re a startup weighing your options for business phone systems, or an established business considering dumping your landline, money isn’t always everything.