Category: Call Center Management

Motivate Your Employees Like Fans Motivate Their Sports Teams

Operator woman talking on headset at work

Managers can learn much about praise from the sports industry. Critical to the success of any sports or corporate team is praise. Here’s how coaches and fans motivate athletes and (and what you can learn from them!):

Cheer your team.

Perhaps professional athletes would play simply for the money, but can you imagine a basketball game with no fans and no roaring cheers? It wouldn’t be the same without the fans. The cheering of fans energizes athletes. Fans cheer to motivate, encourage and show support for their teams.  Athletes, like your employees, are motivated by both money and praise. Never assume money alone is going to motivate and keep employees.

Praise progress, not just results.

How to Establish Rapport with Callers in 6 Seconds Flat

 

Female customer service representative using headset and laughing

I just got off the phone with a call center agent who is in fear of losing her job because her supervisor says her tone, attitude and approach with customers is unacceptable. she has exactly 90 days to improve — or she will be fired.

She said she found my blog when she googled how to improve your customer service skills. I wished I could be there sitting across from this young woman, who I imagine is in her early 20s, and coach her. But she’s in Los Angeles and I have a plane to catch this afternoon, heading to the east coast.

I did coach this young customer service representative, over the phone, on how to soften her approach by making sure she doesn’t over-talk customers, by using what I call a “lead-in” and by listening with the intent to understand.

We talked for nearly an hour and then I gave her a complimentary enrollment in my online learning suite. She touched me with her proactive spirit and now I am determined to help her.

After coaching this young lady, I thought it might be helpful to share with you 4 of the tips I shared with her today. Maybe these tips can help your own employees deliver a better customer experience over the telephone.

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Do you want parrots or people in your contact center?, a photo by Myra Golden on Flickr. Last October, after I delivered a wonderfully-received keynote in Orlando, I grabbed my camera bag, slipped out of […]

3 Bold Ideas to Help You Screen and Hire The Right Talent for Your Culture (And weed out employees who don’t fit)

Companies with a defined and strong culture outperform their competitors by as much as 200%. Culture is what positions companies to innovate, deliver an exceptional customer experience and become an employer of choice. Company culture […]

IVR: Pet Peeve or Dealbreaker?

by Dan Fox I’ve often heard it said that every customer relationship should be considered a marriage between the company and the consumer. I can’t agree more. There are as many different types of marriages […]

Three Steps For Creating Effective Call Center Measures and Reports

I came across a really good article on creating effective call center measures and reports. If you’re needing to create valuable reports for management and forecasting, this may help you: Three Steps For Creating Effective […]

What is a good target for call abandonment for a large call center?

  Myra’s answer to What is a good target for call abandonment for a large call center? Call abandonment is extremely tough to forecast and truly, there is no industry standard for acceptable levels of […]