Businesses are always looking for the competitive edge. Finding and working that edge involves staying current and top-of-mind with clients and potential customers. It’s also about pushing the businesses to the forefront of innovation and agility, in both product and service development. It really is all about innovation. Processes often are repetitive for good reasons.
Each of our clients is unique, so it makes sense that we would have our own set of “uniquenesses.” We often hear our approach to People, Process and Technology is different from other BPOs.
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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.
Each year, we at GCS speak with many companies in the United States (and beyond) looking to improve their outsourced contact center results by switching from their current call center partner. And because most procurement professionals want to make sure they are doing their due diligence in speaking with the best of the crowded field of outsource call centers, they often ask us who are some of the other contractors and competitors we have in this space.
People often confuse goals & objectives. But both are needed in business and personal endeavors in order to grow and be successful. With call center agents as the point of impact with your customers, it is important to set goals and objectives to help your team reach the call center KPIs you are tracking. In order to achieve these KPIs and help your team be successful, you must: understand the difference between goals & objectives the best ways to use them and how to start setting S.M.A.R.T. goals
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.