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This article is part of the March 2012, Vol. 1, Issue 3 issue of Companies explore team building to improve customer experience
Even though contact center agents spend their days interacting with customers, it’s easy for individual agents to feel isolated and alone -- despite sitting next to dozens or even hundreds of other agents. Can team-building activities in the contact center result in happier, more effective agents and better customer experiences? If so, are contact centers interested and willing to rise to the challenge? “The answers,” said Donna Fluss, president of DMG Consulting, “are multi-tiered. Are managers interested? Yes. Are they willing to spend money on it? Not so much. But should they? Yes.” “Team building is essential, particularly if you have at-home staff because those people need to feel as if they are part of the organization,” she said. “There’s always a balance that you have to make in investing in your staff and keeping your costs down.” Backcountry.com team building For Backcountry.com, an outdoor gear retailer that also runs several one-deal-at-a-time channel sites tuned to sports enthusiasts, team building in the contact center is critical to the ... Access >>>
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Team building boosts contact center agents’ performance
by Chris Maxcer, Contributor
Incorporating group team-building activities into contact center agents’ schedules can have numerous benefits, observers say, such as boosting morale and fostering camaraderie.
Loyalty programs good, observers say, but customer service must lead
by Anna Fiorentino, Contributor
With many companies turning to loyalty programs to lure new customers and retain existing ones, experts note that the best programs are built on a solid customer service foundation.
- Team building boosts contact center agents’ performance by Chris Maxcer, Contributor
Internal social CRM strategies, personality seen as building brand awareness
by Vangie Beal, Contributor
Social CRM is still about business strategy and customer satisfaction, but the social part brings a whole new element to traditional CRM.
- Internal social CRM strategies, personality seen as building brand awareness by Vangie Beal, Contributor
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