Technology provides the digital lifeblood that enables HR Transformation. The following 7 points are some of the key capabilities which technology empowers.Read More›
When scripts are over-used in a call center, it becomes awkward for everyone. And worse, using them can squander opportunities to build customer relationships.
Let me give you an example. Last Monday, I called my bank to ask them to resolve an issue I was having with online banking.
The conversation went like this:Read More›
There are days when HR must feel like they’re in the document business. After all, the number of documents they’re required to create and store for each employee probably outnumbers the count from all their functional counterparts combined.
And when you’re creating a lot of something, having a tool to build one faster can go a long way. Remember when the printing press was invented?Read More›
Vince Lombardi, the legendary football coach once said:
Some people try to find things in this game that don’t exist; but football is only two things – blocking and tackling.”
It’s all about the basics.
In any endeavor, if you can identify the basics, and practice them to the point where you can execute them consistently well, you’ll be successful.
This week, I called the Internal Revenue Service. Just the idea of having to call the IRS conjures negative thoughts. In fact, the call began just that way: I navigated the phone menu correctly on just my second attempt. Then I waited on hold for about five minutes. Seven precious minutes invested, and no progress.
At this point, I felt myself taking on that irate customer posture – after all, it was my right as a citizen and a taxpayer. By the eighth minute, I was completely caught off guard. A live agent greeted me (we’ll call him Bob), and after a couple quick questions to verify that I was who I said I was, Bob got right down to business.Read More›
Most companies today are actively measuring employee satisfaction. And many of them have become very good at measuring and producing quantitative insights. And they’ll measure with a certain goal in mind. When the Key Performance Indicator says they’ve reached their goal, they’ll consider it a success. And they’ll start measuring again the next quarter or year.
These companies have falling into the “metric centric trap.”Read More›
Every strong relationship is built upon clear communication, and clear expectations. That’s what Service Level Agreements, or SLA’s are all about. They clearly define the expected level of service from the provider (e.g. Cloud Software Provider) to the recipient (e.g. User of the Software).
Why do we need SLA’s?
When a service provider and recipient sit down to define the expectations of their relationship, the Service Level Agreement serves two purposes:Read More›
So, what is it that’s so cool about having live chat in your service center? Well, for one thing, it’s a consumer-grade intake channel. And anything that’s consumer grade is good for the digital workplace, right? Well, yeah, but…
While chat is normally good for the customer, it’s not necessarily good for the Customer Service Reps at the other end of the conversation. Depending how the chat module fits in with those other tools that the CSR’s use, it may cause the CSR’s to do more work for the same end result.
Let’s take a look at some of those challenges…Read More›
It seems every time I take my car to the dealership, they have trouble finding me in their system. That’s because their system can only access a customer record under the customer’s full name. Not the last name, not the phone number, but only by the complete name. So if your name is Robert Jones, and you tell the service agent you’re Bob Jones, she won’t find you.
“I’m sorry sir, we don’t have any record of you in our system.”
“Hmmm, that doesn’t make much sense – I bought the car from you, and I’ve had it serviced here at least six times since then. Can you try looking it up by my last name?”
“No, unfortunately, our system won’t let me do that. I have to look it up using your full name.”
Don’t blame the system for delivering a bad customer experience.Read More›
Before an employee can be engaged, they need to be satisfied with the core aspects of their job; satisfied enough to want to remain in the job.
According to organizational psychologist Jan West, Phd, it’s important for a company to pay attention to both employee satisfaction and employee engagement. While the two areas differ, there is some crossover that makes them both important in building a productive workplace. If you want to know what an employee is getting out of their job, the easiest way to get this information is to ask them. And the most efficient way to ask is through an employee satisfaction survey.Read More›