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 →
Having worked in multinational corporations my entire career, I often wondered about my colleagues taking 4-6 weeks of holiday a year, however this was not a very comfortable concept for me.
I recently came back from a 3 week vacation, which was the longest vacation for me – ever.
I was feeling quite nervous, anxious and guilty before going on this trip. Thoughts around whether the team will be able to close the quarter on budget, who will represent me at the management meetings, what will my team think of me, what will my manager think of me etc.
Employees today spend too much time collaborating and too little concentrating, which is bad for both them and our organizations. Find out how we can reverse the trend and restore balance to these critical work modes.
You can never have too much of a good thing, the old saying goes.
Or can you?
That’s what I wondered when I saw a news headline stating that researchers found that employees today spend 50% more time collaborating than they did 20 years ago. 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 →
Focusing on customer satisfaction is a no-brainer for every organization. But if you truly want to build long-lasting relationships with our customers, we need to humanize our interactions.
Our organizations are obsessed with customer satisfaction. Maybe too obsessed.
It’s pretty clear why, judging from the research. Customers who receive the best experiences spend 140% more than those with who receive the poorest ones. And far from being cost-prohibitive, providing superior customer experience actually reduces the cost of serving customers by as much as 33%. Continue reading →
The trend toward increased worker autonomy is a challenge to traditional management techniques. But a simple workstyle-test can help you adapt your management style to get the most from your autonomous workers.
Autonomy in the workplace has been “the next big thing” for quite a while now.
By giving employees more flexibility in how they perform their jobs, autonomy holds vast potential to boost worker satisfaction and help companies earn big productivity gains.
New research show us how to eliminate conflicts and increase productivity in the workplace. The key is understanding the different types of employee workstyles in the office to build trust and respect.
Have you ever wondered why some workers show up at the office promptly at 7 a.m., while others shuffle in at 9 every day?
Or why some are quick to organize a meeting when others prefer to resolve the issue with just an email or two? 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.