Call Center Messaging Dos and Don’ts

February 23, 2012 — Maureen

A lot happens behind the scenes at contact centers to ensure an optimal customer service experience on the other end of the line. Supervisors and agents must monitor incoming calls and react quickly to the often unpredictable ebb and flow of call volume to accommodate every caller. There is a plethora of messaging technology on the market – LED wallboards, digital signage, desktop messaging software, etc – to help contact centers communicate and coordinate efficiently. However, this technology is only useful if administrators make the most of it. Here are a few tips on creating messages that get your point across.

Do:

  • Be brief. There is a reason Twitter only allows 140 characters in its posts. It is because the average attention span can’t tolerate much more, and busy agents who are multitasking on the phone are no exception.
  • Automate. If your historic call center metrics reports indicate that callers begin to abandon after a certain wait time, then set an automated alert to pop up when your wait time hits that threshold. The message should indicate the status of the queue as well as give instructions for reducing the wait time. No need to do these steps manually when technology allows you to automate it.
  • Consider readability. LCD digital signs can display colorful, media rich content, but when designing views, don’t forget the distance from which your agents will be viewing the text. For key textual notifications, be sure to enlarge the font substantially, or consider using LED wallboards, which have increased readability from greater distances. Desktop messaging software is also a good alternative when office layouts make group signage impractical.

Don’t:

  • Use the same message for everyone. If agents from one skill group are sent irrelevant messages that only apply to another group, they will learn to tune out all messages, and the important ones won’t get a second look.
  • Oversend. Along the same lines, sending messages too frequently dilutes the meaning of any one individual message. Choose carefully what is important enough to interrupt your team.

What other considerations should you take when composing and sending messages to your call center team? Share your ideas here.

Posted in Call Center Management, Performance Management. 2 Comments »

Integrating call center digital signage with corporate signage initiatives

February 16, 2012 — Camille

I recently read an article about the convergence of media and technology and how digital signage “will become the ‘go-to’ method for business to reach out to its consumers.”  The article focused on driving sales with digital signage in retail outlets, but it got me thinking about how converging media and company-wide digital signage affects call centers.

Aside from displaying call center metrics, how can call center digital signage be used in conjunction with digital signage in a company’s retail outlets?  Here are a few ideas that will provide synergy between your call center and your company’s retail outlets and help reduce the perception of the cell center being a “cost” center:

  • Show your call center agents the same information that retail customers are being shown.  This will allow agents to become familiar with retail initiatives and remind customers of on-going promotions when they contact the call center.  One of our customers previews new commercials to their call center agents before the commercials are shown on TV.  This keeps agents in the loop about what the company is promoting and any special offers going on.  Providing agents with this information also gives them good conversation starters for dialogue with the customer while the agent is locating the data needed to solve the customer’s request.
  • Have technology in-house for agents to use just as customers do.  If your retail outlets use QR codes for customers to get more information, have the same QR codes posted around your call center with a company smartphone agents can use to scan the QR codes.  When agents experience this process just as customers do, they’ll have a better understanding of the customer experience and become better equipped to assist these customers.  Same goes for smartphone and tablet apps; if your company has an app, have the appropriate smartphones and/or tablets in-house for agents to use and experience the app just as the customer does.
  • If possible, work with your marketing department to track which customers have accessed information by QR codes and/or used the company’s app.  When a customer calls in that has used the QR codes or app, agents can talk to them about it and ask about their experience.  Finding out right from the customers if the content was helpful and if the app was easy to use will be invaluable to your marketing department.  Especially if agents are able to experience using the company’s QR codes and apps, they can have a great conversation with customers about the experience.

Integrating your call center digital signage with corporate-wide signage will keep everyone in the organization informed and enhance the effectiveness of your overall digital signage initiative.

Posted in Business, Customer service, Digital signage, Technology. No Comments »

Using Scheduling and Thresholds in LightLink

February 14, 2012 — Kelly

The first several months of our LightLink OnCourse Complimentary sessions have been hugely successful.  We’ve used this platform to highlight some of the lesser known features of the LightLink system.  Many LightLink users are comfortable with the basic messaging features, but often don’t recognize some of these bonus features that can make the system even more robust!  Currently, we are preparing for our next topic:  using scheduling and thresholds for your LightLink messages.  Both schedules and thresholds allow you to better customize and control the messages on your displays.

You can create message schedules so that messages play at particular times.  You can specify the time, day of the week, date, and duration for your message.  While you preset the time for scheduled messages, threshold messages are triggered by a predetermined data point.  Creating thresholds as part of your LightLink displays allows you to set a trigger that will initiate a new message or change on your display.  Threshold messages are especially beneficial because, once created, they essentially run themselves and there is no need for you to continually manage the messages.  Consider some of the following common examples of thresholds:

  • A color change from green to yellow and a warning sound to indicate that calls waiting is approaching a dangerously high number.
  • A new, full screen message that asks agents to apologize for exceptionally long delays when the average speed of answer is unusually high.
  • A new message that covers the whole screen congratulating employees for achieving a milestone goal.

Customers with active support agreements are invited to join us at 2:00 pm EDT on February 23 to learn more about creating and managing message schedules and thresholds.

Posted in Call Center Resources, Training. No Comments »

Key Considerations for Developing Remote Agent Programs

February 9, 2012 — Maureen

At-home agent programs are still growing in popularity for domestic call centers. Not only do they reduce overhead costs of housing in-house agents, but they contribute to higher CSR job satisfaction and allow companies to hire employees with specialized skills that may not exist in their local market. There are even low-cost reporting solutions that make management of at-home agents more seamless.

However, there are certain things that a smart call center manager should keep in mind to ensure that the at-home agent program will be successful. I was recently reading Contact Center Pipeline, where industry expert Susan Hash had some great reminders of things to keep in mind for at-home agent management. She suggested creating a “virtual community,” that is, a way for your remote agents to feel connected to their coworkers, managers, and the company in general. The importance of this connection cannot be overlooked, not only for logistical reasons but also because feeling like part of a team is what makes your workforce successful.

Hash also discussed the importance of screening potential at-home workers for suitability to work in that environment. The type of employee that would be successful working at home may be different from those who succeed in an office environment. In addition, many managers aren’t experienced in supervising remote agents. Providing some targeted training sessions and equipping them with call center software tools to help them monitor remote agent activity will go a long way. Finally, Hash reminds us that remote agent employment brings with it a host of HR and legal considerations that should not be overlooked.

Many call centers are making remote agent programs a key part of their strategy in 2012. If handled correctly, it just might be the right way to cut costs and maintain productivity. What other considerations are important when developing such a program? How has it worked for your center?

Posted in At-home and remote agents, Call Center Management, Performance Management. No Comments »

Investing in Attitude

February 7, 2012 — Kelly

The February issue of CRM Magazine includes an article about investing in attitudes.  Lior Arussy, quotethe author, writes that companies are easily convinced to invest in new technologies to enhance the customer experience.  “Technology is important.  But on its own, it is insufficient.”  Improving employees’ attitudes and engagement on the job can go a long way toward dramatically improving the customers’ impressions.

Arussy convincingly argues that efforts to improve employee attitudes are worthwhile.  He speaks directly to employee training programs and the “real innovation…in employee performance.”  Investments in employee performance can often be returned quickly as, in the case of employee training, employees can immediately begin to implement new skills and strategies.

Beyond the training component, though, engaged and motivated employees who feel they are a valued part of the larger organization are more likely to work harder, seek new ways to innovate procedures, and relate to customers.  Especially in a contact center, an engaged employee will be more responsive and his or her friendly, positive attitude will be clear to the customer on the other end of the conversation.

Take a look at your contact center.  Would you say that your employees are engaged in their work?  Do they have positive attitudes?  Have you provided them with the training they need to properly do their jobs?  If not, it may be time to address some of these very real needs.  As Arussy states, “Without authentic employees ready and willing to engage, no technology tools will be enough to delight customers.” 

Posted in Business, Call Center Management. 1 Comment »
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