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'Sell to them or you will lose your job': Call centre employees for big banks reveal upsell pressures

agentein2Employees say customer calls for help used as opportunities to load them up with more debt. No matter the reason a customer calls a bank's hotline — online banking trouble, stolen credit card, bill discrepancy — call centre employees say their job could be on the line if they can't sell the caller a new product or service.

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MCAP’s Mortgage Servicing Centre earns prestigious CCEOC award

employedThe contact and services centre of one of Canada’s largest mortgage financing companies recently earned a prestigious citation courtesy of the Contact Center Employer of Choice’s award program, which aims to give greater prominence to call centres that are a cut above their industry compatriots.

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Contact Centers: 5 trends in operational management that we will see in 2015

tendencias-sustentabilidadThe trends are related to a business model on which a service strategy is developed. Going a little further, and especially talking about the operational management in a contact center, shows the conception of customer underlying the management. A brief analysis shows it to us. In the contact center sector, during the early stages operating efforts focused on measure and hard control, while in recent years it began to emerge another indicator: the FCR (First Call Resolution). This variation, although mild, showed that you for enterprises, as well as profitability, began to be important to the customer experience.

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Bridging the Leadership Gap

colaboracioninToday’s business environment demands so much from our frontline managers as the fast-paced turnover of systems, processes, technology, and resources take more than just the regular management skills. As it is, the current and future success of an organization depends on a workforce where everyone recognizes that their responsibilities go beyond skills and titles.

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Maximizers or satisfactors, ¿Which profile do you prefer in your contact center?

ccenterThe psychologist Barry Schwartz, who has written the book “The Paradox of Choice”, which addresses the issue about the consequences that are living in a occidental culture, where it is assumed that "more options we have, it is better "When in reality, more options to choose from, is a curse to our welfare"

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Learning and Development Trends of 2016: A Matter worth the Second Glance

4claveFor the past five years, you probably see an avalanche of predictions on Learning & Development programs that will somehow set the tone for organizations every year. The list is nothing new---- Mobile Learning, E-Learning, and Gamification are always at the top, among others. The list, like reading your horoscope becomes an entertaining piece; it showcases the bells and whistles of what’s to come and what’s hot or not in the next 1-3 years.

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Gamify Your Contact Center

Call center2Gamification uses game mechanics and game design techniques to create a game like experience while achieving work goals. The main purpose is to make work more appealing, motivating and fun while working towards tight deadlines and targets.

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BT hires 1,000 UK call-centre staff in pledge to improve poor customer service

BTBT is bringing 1,000 call centre jobs back to Britain as part of an £80m bid to improve its poorly-rated customer service operations. The company, which has 72,000 employees, has used call centers in Bengaluru and Delhi since 2003, but is moving operations back to the UK after customers said they preferred speaking to British workers.

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43% of employees would prefer a flexible workflow model above a wage increase

colaboradoresUnify, important company software and communication services, today unveiled volume 4 of the index New Way to Work (NW2W), revealing that more than 43% of employees surveyed would prefer a flexible model to the salary increase.

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Loyalty and Retention Look Set to be the Top Investment Among Customer Experience Practitioners in 2016

cxnetworkCX Network has published an exclusive report detailing the key trends and challenges within customer experience in the past 12 months and what this means for CX leaders in 2016.

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Value proposition to employees, a palliative for rotation

rotación223In the contact center industry rotation is often considered an almost intrinsic event of the sector. However, a study by the consulting firm IPSOS in 2013 exposes the rotation as a subject of conjuncture. We talk with Ledda Narváez, consultant for projects of Ipsos Loyalty Perú for further information on the subject.

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The motivation in a Labyrinth, vicissitudes of modern leadership

laberintoWhen you reflect about your work day, often find that you already did everything as you can do to motivate your employees, so that they feel happy working in the company and be part of your team. However, it doesn't happen. Inevitably a malaise of unknown provenance begins to seep: rough conversations with customers, fluctuations in performance, and frequent changes of mood.

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80% of Customer service agents suffered by improperly back office process

inefadmCustomer service departments are taking new strategic roles in companies, fundamentally in the communication and interaction with the client, so they need more control over the information. It is one of the conclusions that become two separate studies conducted in Spain and France by Esker, one of the leading companies in the automation of document processes.

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Gamification + e-Learning, a powerful tandem

elearning gIt is well known that the evolution of the digital world is taking organizational training to e-Learning and the gamification processes, but what happens when these two tools are come together? On the other hand, have impact on human motivation, which remains one of the key factors in the success of a learning process, can stimulated through these new technologies?

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5 benefits of coaching and NLP in call centers management

callcenter359Coaching and NLP (neuro-linguistic programming) are powerful, complementary tools together, which can be of great help to lead employees in call centers. NLP helps develop skills to modify negative behaviors that are consolidated, while in coaching is a process of learning and support to improve the individual and the group behaviors.

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The music on hold as part of the dialogue we develop with the customer

agent2Music is one of the elements that helps in the management of waiting for the customer, a nothing simple subject, and less when it comes to telephone communications. On the one hand because the client calling a company need to talk and generally (although little feasible) have the fantasy that this will happen immediately. Already the IVR, is responsible for situating it in reality, stopping him and forcing him to choose between different options which in generated they are unknown to them, and if you add to that certain types of music in the waiting after the shunt, things get worse.

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3 lessons from the hyperrealistic painting in conflict resolution

Chuck Close1"Grid Method", is the technique created by the brilliant artist Chuck Close that today helps us to reflect on How to deal with conflict situations. Because different circumstances made necessary to Close to devise a method that would allow him to perform his hyperrealistic portraits of more than 1.5 in height, based on a photograph.

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How does my traffic?

CallCenter414When we think of the word "season" of insurance come to mind memories of our last vacation, travel, prices for tickets or momentary situations that arise at certain time of the year. This time invite you to reflect on the 'traffic by seasons'. In the contact center, Inbound campaigns the results pursued are the level of service and effectiveness, to answer the call and do so within a time X to ensure customer satisfaction and that this does not have to wait long in the queue.

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Simulation games for training, fashion or trend?

juegossimulThe link between play and learning is not new, since early childhood we learn and we are through recreational resources. This relationship is not unknown in the world of organizational training, where for decades the game interaction as for example the role playing was incorporated through various techniques.

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The customer experience, need the seal of business ethics

colaboradores21The customer experience was one of the subjects on which more has been written and read during the last year. The role of technology, the role of the people and how develop and integrate different instances to ensure that the customer has a positive experience and want to come back.

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Motivation vs. Production in telemarketing

Call center10Much has been talked about motivation in the telemarketing field. Seen as the breakout force, it maintains and leads a telemarketer’s behavior, with the purpose of achieving a certain objective, which in this case turns out to be selling.

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