Category for the current tip of the week that is available to the general public and displayed on the homepage

Consider environmental fit when making a hiring decision.

December 30 - In addition to defining the knowledge, skills, and attributes that make up the ideal call center employee, another important consideration in assessing the job is to define the unique working environment of your call center. In particular, you’ll want to identify aspects of the job and the environment that may be less than desirable and assess candidates’ motivation to accept these conditions. Some examples include the following: Repetitive tasks. Is there variety in the type of work your agents do, or are the tasks fairly repetitive in nature? While some people like the predictability of call center work, others need more variety and challenge on an ongoing basis. Solo work. Will the employee get to interact with others in the organization? While you may be looking for a “people person” when making a hiring decision, it is important to recognize that a call center employee may have limited [...]

2024-12-30T17:12:48-05:00

Implement “Code Lavender” for the contact center. 

November 25 - The contact center can be an especially stressful place. I recently worked in one where getting cussed out and abused was FAR too common. Leaders should do everything they can to protect agents and create a circle of psychological safety. However, much of the support can and should come from peers. One great way to develop an edifying atmosphere on your team comes from the medical field. Nurses in many hospitals have the ability to initiate a “code lavender.” This simply means that someone on the team has navigated a challenging interaction and could benefit from emotional support. What better place to adopt this method than the contact center? We already use codes for everything. Create a quick and quiet method for service workers to express when they could use encouragement. Not only is the individual who initiates the code supported in real time, but it can bring the entire team closer [...]

2024-11-26T14:03:44-05:00

Develop an action plan for agents through your coaching program.

 August 26 - An action plan provides a clear direction for your coaching program and its desired performance improvement outcomes. You need to discuss improvement opportunities with each agent and create an action plan that sets a clear path for turning any opportunities into achievable and time-defined objectives. Ideally, your action plan should incorporate SMART goals that are: Specific: Highly targeted goals with clear outcomes. Measurable: Can be expressed and tracked in numbers. Achievable: Can be realistically achieved with the available resources and agent qualifications. Relevant: Goals that directly contribute to better outcomes for your agents and contact center overall. Time-Bound: Defined by a specific start and end date. Note: This tip is provided by Chris Kontes of Balto. He may be reached at chris@balto.ai.  For more information about Balto, go to their website at www.balto.ai. 

2024-09-03T12:33:35-04:00
Go to Top