The bad news. There are five issues common to Call Centers that can cause you to lose 9 out of 10 customers.
The good news. Once addressed, you can make your top call agents almost twice as productive as their least industrious counterparts – boosting customer satisfaction and upping retention rates.
When someone rings in to a call center looking to resolve a problem, they’re going to be pretty selfish. They might even be angry. They’ll probably be impatient, too. And so they should be. They purchased a product or a service and, for whatever reason, something has gone wrong. They don’t care about your problems as a service provider – they simply care about their problems going away. And if you can’t help, they’ll be the ones going… directly to your competition. Continue reading →
Want to spend less time in meetings – and more time actually working? Join the club. A startling new finding about today’s open office environment may help reduce the time we spend meeting with colleagues.
Raise your hand if you’re a fan of today’s open office work environments.
From the gum-snapping colleague next to you to the blur of activity to the all-too-frequent “got-a-second?” interruptions, open offices are the places we love to loathe.
So it’s probably too much to ask for us to completely embrace this vast, teeming expanse of coworkers. But recent research does show that open offices may spare us an annoyance we find equally tiresome. Continue reading →
Those owning or working for a SMB do truly exceptional work. And with more than half of Americans falling into this category, Small Business Week showcases and honors the efforts made by these people. But what makes SMB talents tick?
Jabra appreciates the contributions of this dynamic community and decided to join in the fun of this year’s Small Business Week. Throughout the week of April 30th, we conducted daily Twitter polls (@We_are_Jabra) to learn what inspires SMB workers. From where they concentrate best, to the tools they utilize and the challenges they face, we were treated to an eye-opening experience. Here are some of the key takeaways! Continue reading →
Your colleague Suzy is really fun, but she laughs like a screeching seagull. Your colleague Daniel is a nice enough guy, but he’s so loud, people halfway across the world cover their ears when he “whispers.” Your colleague Tom keeps constantly dropping by your desk to tell jokes only he and – regrettably – Suzy find funny.
They’re all great people, but sometimes you really wish they’d just let you work in peace for one single moment. How are you supposed to get anything done when you’re constantly distracted?! Well, here are at least five suggestions.
Hey! Did you know it’s World Productivity Day on Monday, June 20? Me neither. It’s arguably one of the more obscure celebrations. Productivity day? On a Monday? Ugh! But World Productivity Day is apparently a thing. Which is why, in honor of this occasion, I thought I’d share a few tips on staying productive at work. Continue reading →
At a time when customer service calls are more complex than ever, the workers who specialize in them are more distracted than ever. Here’s why this matters to you, and what can be done about it.
Ever called a customer service number and experienced an excruciatingly long hold time? Or once you got through, the rep seemed frazzled – or often needed to consult notes or with others to find your answer?
The reasons may trace back to the employee’s work environment. Call-centric workers have long indicated that distractions in the workplace are preventing them from being as productive as they can be.
The words still ring in my ears. They came from my childhood football coach as he desperately tried to get a group of oblivious youngsters to watch where the ball was being played—and be ready to receive it.
I got thinking about Coach’s words while reading some interesting research about interruptions in today’s open offices. In a nutshell, scientists can’t seem to agree on whether interruptions are good for our productivity or bad. Others weigh in with a qualified “it depends,” based on the context. Continue reading →
Maybe they aren’t able to leap tall buildings with a single bound, but knowledge workers are the real-life superheroes in our organizations. Let’s go behind the mask and see what makes them so indispensable to our success.
What’s the most important position in your organization? Easy, right? The CEO. Or CFO. Or maybe chief product engineer.
They’re all critical, I’ll admit. But in my book, the heroes of every organization are its knowledge workers.
They’re the essence of our organizations. They do the heavy lifting that keeps the products flowing, customers happy, financials in order, patents in force and a whole lot more. Or as the old saying goes, they “keep the trains running on time.” Continue reading →
With all the great communication and collaboration tools in today’s workplace, you’d think we could share knowledge and information more efficiently. Instead, our day is punctuated by untimely interruptions and requests for information from coworkers. It’s time to take our time back.
“Got a minute?”
Those may be the three most frightening words in the workplace today.