By letting your agents take on the role of decision-makers, you can foster a sense of ownership in the group and they will feel empowered.
Call center best practices include the creation of a script which recommends professional language and key phrases. However, it is a good idea to train agents to avoid certain phrases and types of language to avoid negative interactions. For example, instead of telling a caller “I’m going to put you on hold”, encourage agents to use phrases like “I’m sorry, I’m not the best person to answer your question, but I will be happy to transfer you to our resident expert who will be with you in two minutes. Thanks for your patience.”
It’s not just agents who should be the focus of call center improvements. Sometimes the best resource for feedback on company experiences and interactions is a company’s customers.
The culture of a workplace represents its behavioral norms. Positive communication breeds positive outcomes and serves as a source of motivation and creativity. The reverse is also true.
Differentiating your service by customer type and value is important to maintaining a competitive edge and long-term success. It’s good for your customers and good for your future growth.
Customers expect your company to understand their individual preferences and history.
As your business grows it is difficult to imagine just how much of a change there will actually be. Predictions can help you plan but you also need to be ready to handle extra growth. Preparation allows you to stay ahead of the growth game.
Failure to communicate is the biggest issue when working for a “bad boss”. Generally. their expectations, timelines or goals are not clear. Bad bosses also change their minds frequently leaving employees off-balance.
No matter the character of your bad boss, try to understand that your boss may not know that he/she is a bad boss. And my have some challenges things going on in the background. Do your best to always be polite, clear, honest and direct with him, or her. In the end, it does make a difference!
Effective communication is important in business because it ensures all employees are on the same page when it comes to fulfilling the organization’s goals and objectives. Regular meetings, project plans, email updates and status reports are all vital forms of business communication.
Entrepreneurs that are successful with their ventures make a plan and stick to it, thinking out every risk, benefit, and cost of an option available to them. Be a smart business owner.
Gift-giving (and other holiday celebrations) should be voluntary. For financial, religious, and personal reasons, each employee should have the ability to opt out of any office activity, including gift exchanges.