Tag Archives: Call

Prepping your Team for Unique and Complicated Workplace Scenarios: How to Orchestrate a Call Center Business Continuity Plan

Call Center

Laura Krajewski — March 20, 2020 In just the last few days, the way we work as a nation has had to shift dramatically. Before this week, I hadn’t even heard of social distancing. But now, schools closing, large events canceled, and entire companies moving to remote work, everyone has felt the effects of COVID-19 … Continue reading Prepping your Team for Unique and Complicated Workplace Scenarios: How to Orchestrate a Call Center Business Continuity Plan →

The Anatomy of a Successful Call Center: A How-To Guide for Managing a Call Center Team Full of Stellar Agents

Call Center

Laura Krajewski — March 15, 2020 Stop me if you’ve heard this story before: You start your job as a new customer service agent at your company. You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. You learn the products, services, and you know how … Continue reading The Anatomy of a Successful Call Center: A How-To Guide for Managing a Call Center Team Full of Stellar Agents →

Call Center Improvement Strategies that Work: 4 Ways to Offer Your Agents Instant Feedback and Finally Deliver on Your Customer Experience Promises

Call Center

Veronica Krieg — March 9, 2020 Have you ever heard of Flashbulb memory? Flashbulb memory is our tendency, as humans, to only remember experiences where our emotions run high. The thrilling time we went skydiving. The upset we felt when we didn’t get that promotion. Or, the infuriating call we had with a red-hot customer … Continue reading Call Center Improvement Strategies that Work: 4 Ways to Offer Your Agents Instant Feedback and Finally Deliver on Your Customer Experience Promises →

Do Your Reports Spark Joy? Tidy Up Your Reports to Reduce Call Center Stress and Boost Agent Engagement

Call Center

Laura Krajewski — March 3, 2020 I have a bad habit of biting my nails. I know, I know, I need to stop. Every couple of days I say to myself, this is it. I’m not going to bite them anymore. But then, I’ve got a handful of impending deadlines, a meeting I’m dreading with … Continue reading Do Your Reports Spark Joy? Tidy Up Your Reports to Reduce Call Center Stress and Boost Agent Engagement →

Building Your Own Professional Development into your Call Center Strategy: The Top 5 Call Center Manager Skills to Help your Team (and You) Thrive

Call Center

Laura Krajewski — February 24, 2020 Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. Your agents ping you constantly asking for advice. You’ve got a running to-do list with KPIs to track and updates to make to training materials. And, you have a meeting … Continue reading Building Your Own Professional Development into your Call Center Strategy: The Top 5 Call Center Manager Skills to Help your Team (and You) Thrive →

Finding Greater Success as a Leader in your Call Center: 5 Soft Skills Every Manager Needs to Get a Leg Up on the Competition

Call Center

Laura Krajewski — February 7, 2020 I graduated from college with a Bachelor of Arts as an English Major and everyone asked me, “Are you going to be a writer? A teacher? What are you going to do with an English degree anyway?” And then I stepped immediately into the tech industry. Since I graduated, … Continue reading Finding Greater Success as a Leader in your Call Center: 5 Soft Skills Every Manager Needs to Get a Leg Up on the Competition →

The Road to Deploying a Call Center System Doesn’t Have to be Bumpy: 4 Essential Steps Toward a Smoother Transition with New Tech

Customer Relationship Managemnet

Laura Krajewski — January 31, 2020 Business is all about competition. Today, the big player in that competition is customer experience. A survey by Harris Interactive found that a quarter of U.S. adults don’t feel loyalty toward any type of brand. And, 56% of those surveyed said they’d be at least somewhat likely to switch … Continue reading The Road to Deploying a Call Center System Doesn’t Have to be Bumpy: 4 Essential Steps Toward a Smoother Transition with New Tech →

Don’t Hold Back in the New Year: Conquer These 4 Call Center Projects and Boost your Agent and Customer Experience in 2020

Customer Experience

Laura Krajewski — January 9, 2020 The ball dropped and like that, we’re in a new decade! Each new year comes with new goals. I’m not only talking about losing the 5 extra pounds we gained from eating all those Christmas cookies. And, I’m not referring to the resolution you made about watching just a … Continue reading Don’t Hold Back in the New Year: Conquer These 4 Call Center Projects and Boost your Agent and Customer Experience in 2020 →

It’s All Social Media Fun and Games Until You Get a Call from HR

Social Media Mistakes

Gerry Moran — September 19, 2019 Follow @GerryMoran — September 19, 2019 It’s all fun and games until someone loses an eye. Or, in reality, a client, an analyst’s support, or your credibility from getting your social media account hacked. And then, HR calls you about your social media governance. Many brands govern their social … Continue reading It’s All Social Media Fun and Games Until You Get a Call from HR →

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