Amazines Free Article Archive
www.amazines.com - Thursday, November 26, 2020
Read about the most recent changes and happenings at Amazines.com
Log into your account or register as a new author. Start submitting your articles right now!
Search our database for articles.
Subscribe to receive articles emailed straight to your email account. You may choose multiple categories.
View our newest articles submitted by our authors.
View our most top rated articles rated by our visitors.
* Please note that this is NOT the ARTICLE manager
Add a new EZINE, or manage your EZINE submission.
Add fresh, free web content to your site such as newest articles, web tools, and quotes with a single piece of code!
Home What's New? Submit/Manage Articles Latest Posts Top Rated Article Search
Google
Subscriptions Manage Ezines
CATEGORIES
 Article Archive
 Advertising (133433)
 Advice (161169)
 Affiliate Programs (34757)
 Art and Culture (73748)
 Automotive (145648)
 Blogs (75213)
 Boating (9844)
 Books (17221)
 Buddhism (4128)
 Business (1329015)
 Business News (426379)
 Business Opportunities (366351)
 Camping (10967)
 Career (72751)
 Christianity (15849)
 Collecting (11638)
 Communication (115068)
 Computers (241942)
 Construction (38921)
 Consumer (49685)
 Cooking (17067)
 Copywriting (6651)
 Crafts (18205)
 Cuisine (7543)
 Current Affairs (20419)
 Dating (45889)
 EBooks (19696)
 E-Commerce (48224)
 Education (185301)
 Electronics (83506)
 Email (6407)
 Entertainment (159837)
 Environment (28927)
 Ezine (3039)
 Ezine Publishing (5451)
 Ezine Sites (1550)
 Family & Parenting (110929)
 Fashion & Cosmetics (196424)
 Female Entrepreneurs (11847)
 Feng Shui (131)
 Finance & Investment (310446)
 Fitness (106332)
 Food & Beverages (62917)
 Free Web Resources (7940)
 Gambling (30223)
 Gardening (25149)
 Government (10532)
 Health (629684)
 Hinduism (2206)
 Hobbies (44055)
 Home Business (91582)
 Home Improvement (251105)
 Home Repair (46177)
 Humor (4832)
 Import - Export (5453)
 Insurance (45105)
 Interior Design (29585)
 International Property (3485)
 Internet (191004)
 Internet Marketing (146475)
 Investment (22848)
 Islam (1167)
 Judaism (1356)
 Law (80453)
 Link Popularity (4595)
 Manufacturing (20857)
 Marketing (98996)
 MLM (14136)
 Motivation (18221)
 Music (27012)
 New to the Internet (9496)
 Non-Profit Organizations (4048)
 Online Shopping (129631)
 Organizing (7805)
 Party Ideas (11852)
 Pets (38069)
 Poetry (2234)
 Press Release (12683)
 Public Speaking (5635)
 Publishing (7528)
 Quotes (2407)
 Real Estate (126636)
 Recreation & Leisure (95396)
 Relationships (87678)
 Research (16169)
 Sales (80337)
 Science & Technology (110257)
 Search Engines (23488)
 Self Improvement (153225)
 Seniors (6236)
 Sexuality (35949)
 Small Business (49283)
 Software (83015)
 Spiritual (23475)
 Sports (116078)
 Tax (7659)
 Telecommuting (34067)
 Travel & Tourism (307860)
 UK Property Investment (3121)
 Video Games (13428)
 Web Traffic (11747)
 Website Design (56838)
 Website Promotion (36595)
 World News (1000+)
 Writing (35790)
Author Spotlight
ANISH SAH

My Name is Anish Sah, I am an Internet Marketing and SEO Expert, Social Media Guru and young Entrepr...more
CACEY TAYLOR

Im just a man who likes to be happy and see others happy. Im into home business, sports, family, and...more
DANICA EVANS

Danica Evans is an experienced author and online content writer. She has done her major in psycholog...more
ELLISEN WANG

I'm Ellisen, nice to meet you! Obviously you're here because you want to know who I am. Wel...more
SHOVON JOARDER

Shovon Joarder has been working as Freelance Marketing Project Manager for over four years. He also ...more


4 Tips for Effective Contact Center Management by Cleo Gib





4 Tips for Effective Contact Center Management by
Article Posted: 06/23/2015
Article Views: 202
Articles Written: 12921
Word Count: 659
Article Votes: 0
AddThis Social Bookmark Button

4 Tips for Effective Contact Center Management


 
Business Opportunities
Managing a contact center can be extremely difficult work. While your goals to improve business-customer relationships can certainly be rewarded, you are constantly fighting to prevent serious conflicts from escalating, customers from negatively advertising your business with their contacts, and employees from becoming disgruntled with or indifferent to their work. This constant uphill battle can leave you feeling exasperated, especially if it seems like your efforts are not turning around your business's reputation and employee satisfaction or morale are low.

To prevent a spiral of bad customer service skills leading to bad customer satisfaction levels, which in turn leads to irritable interactions with your staff, and so on, you need to upgrade your management techniques with a few tips. With these 4 methods of effectively managing contact center staff, you can ensure that your business does not go down the drain and instead becomes a center with which customers actually enjoy doing business:

1. Keep your employees to a script, but allow them to take some license with it. Customers will appreciate a greeting and closing that is reliable and professional, but your employees will understandably grow tired of reciting it several times a day, several days a week, several weeks a year. At a point, their script will become bland sounds and the lack of enthusiasm will be sensible to your customers. However, allowing your employees to take slight liberties--rearranging words or rephrasing them within certain limits--can keep the phrases they need to hit fresh and genuine.

2. Allow your employees to vent their frustrations in a safe environment. As you may very well know, working in customer service can be rewarding but challenging. Some individuals can be inconsolable; others may have irrational complaints or unreasonable expectations. Your employees are guaranteed to deal with at least one of these customers, who will call with a problem your employees cannot seem to solve. Behavioral therapists often agree that while suppressing frustration and impatience is an art form that requires practice, frequent suppression can eventually bubble over into destructive behavior and explosive emoting. To prevent these situations, allow your employees to voice their frustrations with a supervisor. Allowing them to do so with each other can lead to catty behavior and mocking customers, but having a supervisor with an open ear will make difficult experiences more bearable for your employees.

3. Allow your employees to stand up, walk, and even step outside for short breaks. Studies have shown that allowing employees two 10- to 15-minute breaks can relieve stress, wake up the body and mind, and soothe irritable moods. Encourage your employees to stay standing or walking for the duration of the break and invite them to step outdoors.

4. Sometimes, everyone needs a life preserver. However, rowing a solid boat guarantees you are never at risk of drowning. As a manager of a contact center, you might appreciate the services of assistant management or well-recognized customer service staff to assist you with your needs. With WFM integration software, or a workforce management system, you can rely on fast, customizable, and dependable software to collect customer data, record and store phone calls to monitor quality performance, track employees' system usage, operate multichannel communications, train employees, and so much more. More so than your coworkers, WFM systems take a huge workload off your back, allowing you to concentrate on your employees and their relationships with customers, which is your first and greatest priority.

While there is no way to guarantee that everything at your contact center will always run smoothly, your role of ensuring overall smooth operations can be eased in the 4 above ways. Allow your employees some freedom with their scripts, allow them to voice customer interaction complaints with supervisors, offer them refreshing breaks, and rely on WFM integration software for optimal employee regulation. Your employees will feel empowered and satisfied with their work, which will pass on to your customers, meaning that you will feel empowered and satisfied as well.

Related Articles - WFM, Integration,

Email this Article to a Friend!

Receive Articles like this one direct to your email box!
Subscribe for free today!

 Rate This Article  
Completely useless, should be removed from directory.
Minimal useful information.
Decent and informative.
Great article, very informative and helpful.
A 'Must Read'.

 

Do you Agree or Disagree? Have a Comment? POST IT!

 Reader Opinions 
Submit your comments and they will be posted here.
Make this comment or to the Author only:
Name:
Email:
*Your email will NOT be posted. This is for administrative purposes only.
Comments: *Your Comments WILL be posted to the AUTHOR ONLY if you select PRIVATE and to this PUBLIC PAGE if you select PUBLIC, so write accordingly.
 
Please enter the code in the image:



 Author Login 
LOGIN
Register for Author Account

 

Advertiser Login

 

ADVERTISE HERE NOW!
   Limited Time $60 Offer!
   90  Days-1.5 Million Views  

 

Great Paranormal Romance


SUSAN FRIESEN

Susan Friesen, founder of the award-winning web development and digital marketing firm eVision Media...more
DAMIAN POWELL

Demonstrated exceptional leadership in the government and private sector at an executive level. Skil...more
JASON NG

Jason Ng has a huge passion for the health and fitness industry as he strongly believes that having ...more
GENE MYERS

Author of four books and two screenplays; frequent magazine contributor. I have four other books "in...more
TIM FAY

I am not a writer nor am I trying to become a writer. I am an average person with average intelligen...more
STEVERT MCKENZIE

Stevert Mckenzie, Travel Enthusiast. ...more
STEPHEN BYE

Steve Bye is currently a fiction writer, who published his first novel, ‘Looking Forward Through The...more
HELEN STEPHENS

I love to research products and write reviews only high-quality useful products. ...more
LAURA JEEVES

At LeadGenerators, we specialise in content-led Online Marketing Strategies for our clients in the t...more
CECILIA KAELIN

Cecilia is a professional Editor-writer (30+ years) and works on a worldwide scale. She has a profes...more

HomeLinksAbout UsContact UsTerms of UsePrivacy PolicyFAQResources
Copyright © 2020, All rights reserved.
Some pages may contain portions of text relating to certain topics obtained from wikipedia.org under the GNU FDL license