HR GENIUS BLOG

SHARING NEWS, IDEAS, THOUGHTS AND ADVICE AROUND THE WORLD OF HR!

‘Tis the season to be… – hiring seasonal staff!

‘Tis the season to be… – hiring seasonal staff! The holiday season is upon us, as most contact centers, you are also in the process hiring seasonal staff to handle the demand spikes. Keep in mind, that this is your so called “front line”, the quality of customer service will reflect heavily on your company or brand image. Try to keep that in mind...

Active listening – guarantee of exceptional customer service.

Active listening – guarantee of exceptional customer service. More often than we’d like to notice, salespeople and service representatives get extremely focused on the presentation of their product or service and thus failing to actively listen to the customer. This is a surefire way to ruin the customer experience, that act of not listening or even worse not comprehending what the customer is...

All aboard the Metric-train!

All aboard the Metric-train! Measuring performance is the thing contact center managers are obsessed with. But if you use the wrong metrics, or use them it a wrong way, then the results will be skewed and quite different of what you would expect. 1. Don’t be naive. Showing a lack of experience, understanding or at times idealism on the...

Recipe for email quality monitoring – align employee training with quality expectations.

Recipe for email quality monitoring – align employee training with quality expectations. With more and more contact centers around the world opting for multi channel solutions, email is becoming one of the most popular communication methods when it comes to customer support.  Monitoring is essential to achieve high productivity. Bellow you’ll find tips on how to get the most out of email communication channel and deliver exceptional...