January 20th, 2017. Hubby and I sat down to watch an historical event, the swearing in of our 45th President. The moments leading up to this day were filled with strife, confusion, dissension, and misunderstandings. We weren’t just a country divided, we were also a house divided. But there’s another side to the story. The [...]
Change is hard. It’s a seemingly never ending rocky road, full of ups and downs and obstacles at every turn. But it’s worth it. Want to affect change in your life? I’m talking big change – impossible change. The type of change that others admire in awe. Recently, I witnessed such change. Here’s what happened. [...]
Help me Rhonda…A “Glad” Gram This weekend we had to renew passports. If you’ve done it, you know it can be quite a daunting undertaking. In preparation for an upcoming trip to Haiti, our girl child’s transition from child passport, to adult was the driving factor. While we were at it, hubby and I thought [...]
The other day I was watching a team of young men adjust a dock on Table Rock Lake, near Branson, MO, amidst high winds. Having arrived by water like a team of freshwater pirates, they appeared fully equipped to take on the challenge. One of the anchors holding the dock in place, had, during a [...]
The typical holiday season often leaves me morphing into a bit of a Scrooge. The crowds, the rush, the stress… it’s enough to draw a "Bah-Humbug" from even the most organized consumer. But this year was different. Among the hustle and bustle, I encountered three delightful customer service teams who not only surprised and delighted me, [...]
Today I literally rousted my husband from his “throne”, hustling him out of one room and up to our bedroom – all the while encouraging him to “be quiet.” On silent feet, I motioned him over to the window. The scene outside was like something from one of my favorite nature shows (yep, I can’t [...]
Some benefits and thoughts on consolidation: Improve Customer Satisfaction – Standardize the customer experience – Provide one contact/first contact resolution (FCR) – Reduce time to a live person Staffing – Easier to reassign FTE’s – Cost savings (FTE’s & technology) – Balance workload Measurement and Analysis – Standardize reporting for performance and growth [...]
Constant monitoring of representatives in your center highlights the need for efficient training. Rigorous classroom and in-service training for both client information and “soft” communication skills is the first (and ongoing) step in a positive feedback loop that results in high scores. Training objectives can be reduced when just in time knowledge delivery is available [...]
So, you’ve invested the time and dollars to create a contact center of which you’re proud. You’ve done your due diligence, your research - installed best of breed systems and hired an outstanding team. You’ve anticipated customers’ needs and trained your workers. Time to switch on that ACD, sit back and enjoy the fruits of [...]
The word motivate is defined, per the American Heritage Dictionary online, as: To provide with an incentive; move to action. At VITEC we agree with this, but in an effort to take it one step further and really understand as well as apply this, we believe a different perspective may be warranted. At the simplest [...]