These customer service tips are suggestions submitted to me by readers for inclusion in the Virtual Observations newsletter...let me know what you think:
- Schedule a benchmarking session with other call centers. Share tips, experiences and metrics. Implement any process changes that may be valuable. Track the change in performance. Share the improvements with your partner call center. You can also make a list of performance deficiencies and see if the other call center has addressed them. If not, maybe the two organizations can collaborate on solutions for common problems.
- Have your employees listen to themselves on recorded call playbacks. Often, they'll be amazed at what they sound like. “I said whaaaat?”
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