HR GENIUS BLOG

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

Customer Experience is much more than a fancy name for Customer Service.

Customer Experience is much more than a fancy name for Customer Service. Contact centers are changing. Customer experience, the industry fell in love with that simple buzzword. But to be frank, this phrase means much more, it’s not just a hyped up fancy name for “customer service”. Customer centricity, creating the ultimate customer journey thus providing exceptional customer service are key elements of a positive customer experience....

OpsTalent Tips: Flexible shifts are awesome!

OpsTalent Tips: Flexible shifts are awesome! In order to increase contact centre agent engagement and reduce absence rates  introduce flexible shifts – it’s one of the best techniques and yet is simple to implement. Basically, it comes down to asking your employees what shift patterns they would prefer and how many hours per week. Just be sure to maintain those patterns...

Morale and motivation are the key to success.

Morale and motivation are the key to success. Morale as well as motivation are a key to your company’s success, so if you’re facing: chronic low performance among contact centre agents, high turnover rates and finally passive-aggressive behaviour, get to work and boost employee morale and find appropriate motivation drivers. The dif­fer­ence between morale and motivation? Motivation, is external, mostly “driver” oriented ....

OpsTalent Tips: Encourage staff to propose improvements.

OpsTalent Tips: Encourage staff to propose improvements. Remember agents are the frontline guys, they know the customer service process and procedures connected to it “inside-out”, and they do know when something simply needs fixing. If the process is broken for both, the contact centre agent and the customers it turns the whole customer experience into one giant train wreck, not to mention...