This is the week when we honor the work of our favorite super heroes. We know them by many names: professional problem solvers; queens of the queue; princes of patience; masters of making things right; bearers of the brand; champions of connection. As they answer even the most roundabout, complicated questions (or the same simple question asked 35 times each day) their legends travel far and wide, blanketing every channel.
"For good workers to be consistently productive, a sense of worth and organizational mobility is essential."
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Did you know that in the 1940s the American Auto Industry did not make any cars for almost three years? During World War II the auto makers turned their assembly lines into wartime producers of military equipment. Over 40,000 tanks, 100,000 planes and dozens of ships were created in the name of freedom. The auto makers turned their talents from cars in January of 1942 to producing military equipment in April of that year. It was a transformation that changed the world.
Hiring for Effective Customer Service in the Contact Center Good customer service begins with the people providing it. For many businesses, this means the call center employees tasked with handling daily call volumes. But recruiting and retaining the best contact center professionals can be difficult, especially with so many businesses and government agencies competing for the best workers. There are several things hiring managers are doing today that can be put to use to improve service in your organization.
Sit too long and stress takes off The usual thinking is when under stress of a deadline the best choice is to just knuckle down and get it done. That could be the very thing to send your stress levels skyrocketing. Nathan Kleitman is a sleep researcher who discovered the 90 minute cycle all people need to move through the five stages of sleep. His study of brain cycles while awake let to his discovery of how there is a related 90 minute cycle for activity. After 90 minutes of concentrated focus, the human brain needs to recharge itself or it will rely on cortisol to begin to combat stress. Just getting up and moving for five minutes can reduce your stress levels, allow your brain to recover, and prepare you to be just as focused for the next 90 minutes of work.
I often get calls from new, growing companies trying to figure out how to grow their agent pool. They typically have started with a handful of people on the phone and are seeing success, but trying to figure out how to go from 5 to 50 with the same success. Do they continue to hire fully commissioned agents, contract with a Pay-for-Performance center or find an hourly center to handle it all for them. The risk and the reward varies with each approach and the path to success for each option is different in many ways. One of our strengths is in scaling an existing program to reach or service a large target audience in a short period of time. It allows a company to stay ahead of the competition before their idea can be copied in the marketplace or allow them flexibility during peak times or promotions. Our scalability success requires a defined process that will work with a large group of agents, regardless of scale. A room of several independent agents can each have their own unique approach and be very successful, but they do not have the scale to cover a large target market or handle a surge of volume.