HR GENIUS BLOG

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

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...

The long-lost Art of Coaching.

The long-lost Art of Coaching. Suffering from poor agent performance and not reaching KPI targets is a common occurrence in the contact center industry. Most of the time managers facing those issues approach their staff and try to push them to work harder and be more efficient. But as with all choices made under pressure this one isn’t the optimal...

How to handle customer service peaks.

How to handle customer service peaks. The festive season is upon us and OpsTalent has prepared a guide, to help you manage customer service peaks. 1. Seize the initiative. The best way to actually avoid “clogs” caused by demand spikes is to seize the initiative and reach out to the customers yourself. The multichannel approach is quite handy in this case....

Become customer centric – gather, rate, engage and measure.

Become customer centric – gather, rate, engage and measure. What each and every customer-centric business strives to achieve, is to create the perfect customer experience and making it last. Focus your strategy on making the whole experience as convenient and approachable for the customer as much as you can, if you manage to create such environment most other things will fall into place. Create...