What makes soft skills so hard to master? For contact center managers and supervisors, teaching adults in the workplace to relate more effectively and consistently to their customers and colleagues can feel like herding cats. Of course, it just feels that way -- soft skills can be learned, reinforced, and continually refined. As customer service experts, the development of soft skills is central to our ability to consistently meet our client’s service levels. That is why soft skills training is emphasized at GCS. Today we’re going to look into why soft skills training can be so challenging, and offer some practical advice for managers on how to train your trainers and staff.
We all occasionally practice these 9 traits of leaders. Engaging, successful leaders in call center management and most industries practice them frequently and on purpose.
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Have you ever said something at work you wish you hadn’t? Shocking isn't it. Sometimes the wrong words just blurt out to employees or with the client. The first step in repairing common communication blunders on the job is to know what those blunders are. Then you can say things the smart way and not the dumb way.
We speak with a lot of people whose core business is NOT contact centers and they often struggle because they don’t quite know enough to understand what information they are lacking? Or, maybe they have an idea that something is wrong, a process could be better, their team could do more? In all cases they are ready to make a change, but they aren’t sure where to start.
Everyone says dumb things from time to time. They fail to listen to important details or respond to certain questions. They accidentally miss a particularly telling tone of voice. It happens to everyone. These little slip-ups may only make you cringe when you catch yourself committing a faux-pas like that with a friendly neighbor or the coffee barista. However, the consequences are a much bigger deal in the business world, especially in customer care situations.
Once you make a decision to outsource or contract out your call center activities, you have a choice to make. You will need to decide what type of agent you want working on behalf of your company. You can achieve your required service levels with any configuration. However, the type of call center outsourcing services you choose will shape the pricing of the service. It influences how calls are handled, the cost of extended customer support hours, and the level of service your agents can provide. The term “outsourcing” has become a scapegoat this political season. But beyond the political hype, it is important to understand the long term benefits of outsourcing. AND it doesn't have to mean sending jobs outside your community. There are three basic types of call center representatives. Some agents are dedicated to your project exclusively while others are blended or shared. In this article, we are going to review each one in turn and discuss how opting for one support model over another will impact your business.