Healthcare is changing dramatically and quickly. The result is that Call Centers have emerged haphazardly and face varied challenges. Today’s Call Center must be scalable to support growth and savvy enough to deliver on efficiency. Learn how to overcome key challenges and position the Call Center as a positive, valued asset within the organization.
Dear Santa … 2016
Dear “Business” Santa, First and foremost, let me thank you for choosing me as your “wish gathering” representative. I have received many gift requests from my business friends and the time has come for me to share what 2016 Contact Center leaders are really asking Business Santa for this year. We hope it’s not too much! Dear Santa, let’s begin …
Food for Thought … Promote Your Contact Center’s Visibility
Your Call Center’s enterprise identity is linked to how others see you – or DON’T see you. You must be able to articulate your performance, contribution, and business needs in ways that resonate with corporate drivers. Learn how to take charge of positioning your Contact Center as a visible strategic asset rather than a factory-like, backroom operation.
What … Me Sell? – CSRs Transformed!
“What me sell?” … “If I wanted to sell I would get a sales job.” … “Nobody told me this was a sales position!” … If you could read your CSRs’ minds or monitor the talk at the water cooler, you might hear these words after you’ve announced the new up-sell, cross-sell, add-on, or sales incentive program. CSRs generally don’t …
Optimizing the Customer Experience
Today’s Contact Center clients recognize an excellent Customer Experience as a key market differentiator. The desired outcome is that all customer touch points are aligned and in tune to the same objective – meeting customer needs, wants, and preferences in a professional and consistent manner while simultaneously gaining efficiencies and simplifying processes. This positions the Call Center as a strategic …
Listen to Your Voice of Reason
We have all heard about Voice of the Customer programs; I have even heard of Voice of the Employee programs. What I haven’t experienced yet is a Voice of Reason program. So I would like to take this opportunity to introduce a new way of looking at things. We are all trying to navigate this ever changing, fast paced world …
Face the Music….Call Yourself!
The union of strategy and tactics in the Contact Center requires looking at all points of contact. The greetings, the music, and the messaging on hold are at the entrance to your organization and shape your customer’s first impressions. Poor choices in this arena are damaging to the Customer Experience and the brand. Is your hold music a match to …
Identity Crisis … Who Are You?
The Who (the band made famous in the 70s) once published a song called, “Who Are You” with some very complex lyrics that went like this: “Who are you? Who, Who, Who, Who?” I am beginning to think that some Contact Centers should adopt this as their theme song. We could begin with the fact that even as an industry, …
What Goes Down Must Come Up … A Progress in Spirals
“The human mind always makes progress, but it is a progress in spirals.” Madame de Stael Madame de Stael was a French-Swiss writer, woman of letters, and early champion of women’s rights. She was considered among Napoléon’s major opponents and spent much of her life in exile. When I recently came across Madame de Stael’s quote, I was struck by …
Brand and Culture Need Your Support!
Brand is about “meaning not marketing,” says Tom Peters. What does brand mean in your company? Is it about quality products, speedy delivery, and accurate orders? Or does it mean slogans, spin, packaging, and advertising? Brand may mean any or all of these things. These elements of brand represent the external view of a company. When brand begins to involve the customer, the …