Subscribe!

Click the button above to Subscribe to Contact Center Pipeline and use promo code BERG for a free subscription!

Articles

Customer Perception Offshore vs. America Part 4

August 4, 2015 // 0 Comments

Consumer perception of service has a direct effect on the brand strength. Because of this, many American organizations are seeing value in bringing contact center jobs back to America. In fact, the percentage of calls being outsourced to foreign countries has decreased consistently over the past few years across almost every industry. 30% of high tech contacts offshore in 2008 versus only 12% today.

Customer Perception Offshore vs. America Part 3

August 4, 2015 // 0 Comments

Outsourcing contacts to foreign countries is often perceived to be a necessary evil for a company wanting to be competitive in the global market. Consumers are demanding lower prices, shareholders are demanding more profits, and customer service often finds itself in the middle, getting the financial squeeze. Before you invest in a flight to an offshore contact center, let’s think about the impact on your customers and their loyalty to you.

Customer Perception Offshore vs. America Part 2

August 4, 2015 // 0 Comments

Outsourcing contacts to foreign countries is often perceived to be a necessary evil for a company wanting to be competitive in the global market. Consumers are demanding lower prices, shareholders are demanding more profits, and customer service often finds itself in the middle, getting the financial squeeze. Before you invest in a flight to an offshore contact center, let’s think about the impact on your customers and their loyalty to you.

Employee Engagement Slideshow

June 22, 2015 // 0 Comments

Eric Berg is the Vice President of All-Calls™, an American based at-home call center outsourcing firm. A 20-year veteran of the contact center industry, Eric has held a variety of roles from contact center agent to Vice-President of a 950 seat, multi site contact center operation.

Reducing Attrition Slideshow

May 20, 2015 // 0 Comments

Eric Berg is the Vice President of All-Calls™, an American based at-home call center outsourcing firm. A 20-year veteran of the contact center industry, Eric has held a variety of roles from contact center agent to Vice-President of a 950 seat, multi site contact center operation. Eric is a national speaker on contact center strategy and trends.

Promoting a Culture of Attendance

May 20, 2015 // 0 Comments

Poor attendance is one of the top reasons for termination in a contact center. According to Benchmark Portal, the average adherence to schedule rate is 89%. Sadly, this means that, for every 10 scheduled agents, one is not working. With industry numbers like this, we can either throw in the towel or accept the status quo or we can create an environment that recognizes and rewards good attendance behaviors.

Empowering Agents: A Key to Customer Service

May 11, 2015 // 0 Comments

According to a study from Customer Experience Management, 71% of agents do not have the authority to satisfy a customer. OUCH! With high attrition comes the need to limit the authority of agents—whereas experience generates knowledge and judgment as well as an understanding of what is best for the customer and organization.

Avoid Supervisor Training Failure

April 22, 2015 // 0 Comments

What is your training plan for a new supervisor? According to a study by Benchmark Portal, 33% of new supervisors receive no training when promoted. Only 24% have a formal training program developed with their training departments and just 13% utilize a third-party learning program or education. Sadly, fast-food supervisors probably receive more training than your average contact center supervisor.

Career Path to Failure

April 8, 2015 // 0 Comments

Are you promoting your best agents to supervisors and managers? If so, you may be promoting to failure. Those of us in the contact center industry want to reward our employees and keep our star performers happy. One key reward is a career path through the leadership ranks, but it may not always be the best plan.

Are you Hiring? Or Selecting? – Behavioral Interviews Can Help

March 6, 2015 // 0 Comments

If your applicant intake process involves fogging a mirror, you may be hiring, not selecting.

According to Purdue university study on decreasing attrition in a contact center environment, you can reduce your attrition by 21% by implementing an applicant intake process that includes a realistic job preview, assessments and a behavioral interview.

Are you Hiring? Or Selecting? – Realistic Job Previews can help

March 6, 2015 // 0 Comments

If your applicant intake process involves fogging a mirror, you may be hiring, not selecting.

According to Purdue university study on decreasing attrition in a contact center environment, you can reduce your attrition by 21% by implementing an applicant intake process that includes a realistic job preview, assessments and a behavioral interview.

Are you Hiring? Or Selecting? – Assessments can help

March 6, 2015 // 0 Comments

If your applicant intake process involves fogging a mirror, you may be hiring, not selecting.

According to Purdue university study on decreasing attrition in a contact center environment, you can reduce your attrition by 21% by implementing an applicant intake process that includes a realistic job preview, assessments and a behavioral interview.

Are your Core Agents Suffering?

March 6, 2015 // 0 Comments

When agents leave there is a tangible and measurable cost to replace them. What cannot be measured easily is the effect of turnover on your other employees, and morale. It’s hard to quantify, but real.

Manage Change by Listening

March 6, 2015 // 0 Comments

Have you ever heard the saying, “There’s a reason we have two ears and one mouth”?

I work with many companies looking to decrease attrition, and the same set of three problems shows up again and again in the initial employee engagement surveys.

The Cost of a Bad Hire

March 6, 2015 // 0 Comments

We’ve all been rooting for the U.S. economy to recover, but as it improves, it’s getting harder to attract and retain agents. In an effort to put “butts in seats,” some companies hire talent who are simply not as talented as they need to be to protect the company’s brand.

Promoting a Culture of Recognition

March 6, 2015 // 0 Comments

Do you have a culture of retention or turnover? Do your employees feel like they are on a progressive journey, or that the foot they’re putting forward is halfway out the door? Here are some inspirational ideas and practices to show your agent population that they are important and necessary to the overall success of your organization.

Part 3 – Attrition-Proof: Why Training Matters
Design an effective training program that is aligned with overall organizational goals.

March 2, 2015 // 0 Comments

Recently, I was working with a contact center client that was experiencing low customer satisfaction ratings. They thought changing the profile of their new-hires could fix the issue. Because I had worked with this company for some time, I knew the quality of their hires was in the top 10% of the labor pool, so I suspected other factors.

Part 1 – Attrition-Proof: Why Your Applicant Intake Process Matters
The first article in a five-part series on protecting and conserving your workforce.

March 2, 2015 // 0 Comments

We’re all rooting for the economy to recover, but greater turnover can be a side effect of a healthy employment rate. This five-part series on limiting attrition will reveal five critical moments in your employer-employee relationship, and explain how managing those moments can curb the high costs of uncontrolled attrition.

How To Build A “Success Culture” By October
Customer Service Week is around the corner. Show your appreciation with a rewards program that helps agents to grow and achieve success.

March 2, 2015 // 0 Comments

We don’t have to remind you that contact center professionals are on the front line of your organization’s growth and success. You probably also know that recognizing and rewarding the work they do should be a year-round enterprise. What better way to make it all come together than to have a completely redesigned and retooled recognition program in place for this year’s National Customer Service Appreciation Week, which takes place October 9-13?

New High Score: Utilizing Gamification In Your Culture Of Success

March 2, 2015 // 0 Comments

So far this year, I have focused my writing on what many consider to be the holy grail of company management goals: Creating a culture of success. It is widely acknowledged that a successful organization is a more satisfying place to work than an unsuccessful one, and that a company’s culture can make all the difference in its ability to retain talented employees.