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Protect Your Contact Center Team from a Space Shuttle Columbia Like Disaster

In 2003, the space shuttle, Columbia, disintegrated over East Texas and Louisiana, when it attempted to reenter the Earth’s atmosphere. Sadly, all seven astronauts aboard died. The control room crew in Cape Canaveral was responsible to guide the shuttle safely home. Instead, they like us watched the streaking remains on a cable news broadcast. NASA is a paragon of science and engineering. Safety is a priority, and this sort of thing isn’t supposed to happen. Worse, this disaster was preventable. Following this disaster, it was discovered that managers systemically ignored warnings from engineers and pushed forward with the mission, resulting in an unthinkable tragedy that will not soon be forgotten. The situation in your call center isn’t quite that dramatic, but similarities can be drawn. Most conflicts are subtly destructive and happen in almost every organization. Personal desires compete against company interests which left unchecked can breed complacency, impatience, and frustration. By taking time to learn from and apply some of the hard lessons of the Columbia disaster to your management team, you can prevent such conflict from negatively impacting your team and business. Lessons in Burnout Early in the shuttle program’s history, engineers warned a design flaw might lead to damage of the heat shielding. The foam insulating the rocket might break in flight and strike the shuttle, but managers ignored this concern. After years of successful flights, it became normal to keep overlooking this potential risk. Your call center staff may also face a real problem with burnout, and it’s easy for managers to get sucked into this trap as well. Some common contributors to burnout include: High Volume : Employees become stressed when overworked. Lack of Support : Employees cannot always handle customer concerns efficiently. Unachievable Goals : Benchmarks set too high discourage performance. When the job becomes a grind, many employees are tempted to simply cut a corner. Unfortunately, the consequences eventually catch up. Combat complacency and burnout by rotating staff, retraining, and updating processes to better support your team. Consider any feedback your staff provides and empower them to bring concerns directly to you and ultimately solutions as well. Those closest to the opportunity are best equipped to identify what is needed. Lessons in Rushing The Flight Manager responsible for the Columbia mission was reported to have been in a hurry to complete the landing and move on to the next launch. The International Space Station was behind schedule, and another delay was unacceptable. Managers discounted precautions. Your call center is also under pressure to perform quickly and efficiently. Fast Calls : Your customers want to get through their calls rapidly, after all time is money. Poor Listening : The first convenient answer to a concern is not always the right answer. Cutting Corners : Agents might ignore essential details in your procedures to speed the process. Your staff needs to avoid the temptation to overlook procedures. Help them remain focused on each call and update processes to eliminate redundancy and waste without sacrificing quality. Lessons in Frustration Although the damage done to the heat shielding was thorough, the investigating committee found that a rescue mission, should it have been done in time, was possible. The flight managers did not act in time favoring a wait-and-see approach. The crew on board was not even aware of the potential risk before attempting reentry. The management destroyed all credibility and trust along with the shuttle and crew. Managers need staff to trust their judgment. Frustrating the efforts of your agents damages the future of your department. Avoid this conflict by: Empowering : Give your staff the tools, processes, and authority to respond to customers. Validating : Reward performance but also reward consistency. Responding : Listen to feedback from your team and balance input against other objectives. This is a valuable lesson from history that is relevant within many businesses today, especially within the contact center. By protecting your team from burnout, preventing shortcuts, and minimizing frustration you and your team will be better equipped to handle today’s busy contact center transactions successfully. This blog was first published on LinkedIn

Understanding How Servant Leadership Improves Employee Engagement

Even though it’s important that leaders exemplify the traits a good leader needs to be effective and guide employees to success, leaders should also be seen as servants and helpers to their teams. Servant leadership is a concept that can improve how leaders connect with their employees and how their employees perform. Learn more about the idea and how it should be implemented to its full capacity. Bridging the Gap Leaders should not only be found at the head of the pack, but within the pack as well. What this means is that leaders should be wherever they’re needed, whether it’s front and center or in the middle of the battlefield providing troops with aid. Before taking care of their own needs, leaders first take care of the needs of others, recognizing that doing so benefits the unit as a whole. Fostering Trust No matter how much experience a leader has, team members are more likely to trust and follow a leader if he or she embodies characteristics and qualities that promote a sense of trust. Such qualities include being authentic, relatable and free of ego. Once the seed of trust has been planted, practicing these qualities and characteristics is the water that helps the seed to grow into a stable and healthy tree of trust that’s sure to last for years to come. Listening More Than Speaking Employee engagement is also improved when a leader listens more than she or he speaks. Listening helps leaders to better understand just what it is the team wants to accomplish in order that their objectives can help support that desire. Leaders should also take out time to truly study and reflect on what they hear so they can become the leaders their teams need rather than the leaders they want to be, which may be at odds with what’s best for the team. Self-Care Leaders should be servants to themselves as well as their employees and teams. What this means is that leaders should take out time to take care of themselves outside of the workplace. Self-care allows leaders to operate at peak efficiency, and it also makes for a better work-life balance. Matters outside of the workplace that are neglected often have a way of encroaching on work performance, which can trickle down into team performance. Creating Something Sustainable When a leader starts to embrace the servant aspect of her or his role, it sets the stage for building something that’s sustainable and will remain with the company long after the leader and team move on. The company will become one known for its fair and impartial leaders, ones who are willing to help employees just as much as they are willing to lead them in the right direction. This can be a key factor in bringing in new employees, ones who can help build a company and make it better than ever before. If you are a leader or are thinking about taking up a leadership position in your place of employment, be sure you embrace the core concepts of servant leadership. Doing so is sure to make you more of an asset and a better leader than you ever imagined yourself to be.

Implementing A Customer Effort Strategy Effectively

An effective customer effort strategy makes your products and services more attractive to buyers by simplifying offers and increasing customer support. Basically, customers who can spend less effort toward the same end are happier customers. More and more, the markets reward firms who take the time to implement new strategies aimed at reducing customer effort. Not all techniques are the same, and good data analytics is the key to your company’s future success. The Customer Effort Challenge It isn’t enough to just produce a product and plop it down on the store shelves. You might sell a few units that way, but if you expect to stay competitive you must support your customers throughout the entire exchange. From the moment you first make contact until after the product’s life comes to an end, you are there to provide the customer with an exceptional overall experience: Information – Educate your customers on your brand and the benefits of your products. Easy Transactions – Make it simple to buy through multiple channels. Service and Support – Streamline complaint resolution and product returns. Follow Up – Encourage repeat business with rewards programs and special discounts. Customer effort is the most important variable and customers consider the amount of time they waste when evaluating their experiences with your company. If disappointed, they may not buy from you again. Reducing customer effort often comes down to eliminating lost time, but the customer also expects humanized interactions: Accessible – Make your products, website, and call center available to your customers. Accurate – Information needs to be consistent, current, and relevant. Expertise – Your agents must answer questions about products and processes with authority. To make things more challenging, most customers also expect personalized service. They want to feel a connection with someone who understands what they need without being told the same information repeatedly. Data Collection with Technology You need useful information to build and coordinate your strategy. Most companies rely on customer feedback metrics to tell them how their service representatives are performing. CSAT surveys and Net Promoter Scores are proper information tools for sampling specific interactions, but they both have a limited scope over a limited range. ETECH Insights puts a robust AI to work gathering data and supporting your agents. Software listens in on conversations and makes decisions about which inputs are the most important. That data identifies customer preferences and compares them to agent behaviors. Analysis of this information highlights patterns and predicts behaviors. This helps management to organize better responses reduce your customer’s effort. Streamline Customer Experience Once armed with better information, your business processes can focus in on the most common points of interest for your customers. It’s hard to implement these solutions without good data: Develop procedures to standardize responses to customer concerns across departments. Train agents to respond to common challenging situations. Empower customer self-help by supplying demanded information and features on your website. Customize experiences by predicting customer desires and behaviors. Automate follow up with customers to encourage repeat business. Customers typically reward businesses able to keep up with the rapidly changing market. Lowering their effort incentivizes more purchases and leads to higher revenues. Technology and AI driven data collection help you develop the efficient customer effort strategy that your buyer’s demand. It combines the best information with a human responder to deliver superior results.

3 Reasons Servant Leadership Increases Call Center Customer Satisfaction Rates

Today’s consumers have many more options for interacting with businesses than they did in years past, thanks to technological advances. They can chat in real time with a company, shop online, and easily leave business and product reviews on many platforms. With consumer voices louder than ever, its not a surprise that some even refer to this modern marketplace as the age of the customer. In the face of so many changes, leaders in call centers must also be flexible and willing to change. They should focus on providing outstanding customer service and fostering positive interactions between companies and clients. Servant leadership, a management style first proposed in the 1970s, helps businesses improve customer satisfaction rates in multiple ways; from reduced hold times to more satisfied, better-trained agents. This concept calls for managers to serve first and then lead, often resulting in happier employees —and customers. Here are three reasons why: Employees are Prouder and More Confident In a servant leadership culture, leaders stop focusing on being “The Manager” and instead consider how they, and every employee, are a vital part of one team with the same goal—providing excellent customer service to ensure long-term business success. When leaders work alongside other team members, serving them, coaching them and offering sincere praise and encouragement, team members responded by working harder to meet and exceed expectations, both from the leaders as well as the customers. Employees Raise their Standards When leaders model the “servant first” behavior their employees will follow. While communicating clear expectations and standards is important for team leaders, setting a good example is even more vital to success. When leaders serve, care, celebrate, engage, listen … their team members will begin to emulate this behavior. When this happens, results begin to rise and are sustained. Employees Meet and Exceed Customer Needs By improving and sustaining results, team members will quickly experience the effect on the customers. They will notice what pleases callers, as well as what dissatisfies them. The will share best demonstrated practices. Ideas will flow bottom up. Team members will feel and become empowered to delight their customers. Service at Every Level When service becomes a way of doing business for everyone on the team, starting with the manager, call centers can start to see improved customer satisfaction rates. When call center employees feel empowered and prepare, they will respond to customer inquiries, requests, and complaints in efficient and effective ways. They will learn from each experience, sharing their lessons with other team members so that the entire operation can evolve. Higher-functioning call center representatives, led by a leader dedicated to serving them, will promote business success now and in the future. Until next time, make you make a difference in the lives of those you serve. God bless.

Why Your Customer’s Experience Is Important

Your customers do more than just buy your products or use your services. They experience your brand. Good experiences lead to higher revenues. Deliver a lousy experience, and you may end up lining the pockets of your competitors. Customer experiences are the interactions your company has with the buyers you depend on for revenue. It encompasses more than just call center responses. It’s how your website works, the warranty you offer, and your public image. It’s every possible factor that might influence the way your customers interact with your brand. The Emphasis Shift to Customer Experience A competitive market becomes more intense for suppliers as buyers start refining their demands. Product offerings start to become less and less distinguishable, and your customers begin to take more notice of your service habits. Market research confirms the following insights: Customers make their buying decisions based primarily on how they feel. Most consumers report being willing to pay more for a better experience. Customer experience will replace price as a critical predictor of consumer behavior by 2020. Your customers will throw their support behind companies able to deliver higher quality interactions. The demand signal from the market shows that the experiences you provide matters. Now, most companies report that improving customer experience is a top priority, but few leading firms really know how to go about achieving such a lofty goal. The Current Demands of Buyers Customer service is just a small part of the overall experience. The way your business advertises and follow up with potential buyers is also essential. Businesses need to adjust their habits to take advantage of the market’s new demand for complete experiential treatment. Here are some common points of failure in the business/customer relationship: Making customers repeat themselves when attempting to get concerns resolved Forcing customers to wait more than five minutes for assistance Leaving questions unanswered Failing to disclose pricing information Customers are twice as likely to report a bad experience to their friends than share a positive one. To make matters worse, it requires more than ten times the effort to overcome a negative experience and rebuild lost trust. Customers are willing to give your competitors a chance and often abandon transactions entirely. Poor customer experience accounts for higher rates of customer churn. Omnichannel Product Delivery Technology drives the market by opening new channels to distribute goods. In addition to store fronts, businesses must also be ready to sell products through online markets, web pages, and cell phone apps. Customers demand consistent positive experiences across platforms, but many companies are not keeping pace: Failure to integrate data gathered through different sales channels Customer service agents unable to resolve complaints from multiple media sources Unprepared to address customers using multiple channels at the same time Those firms able to coordinate their different channels and provide a consistently positive experience have the best chance of retaining the most business. Customers demand quick answers and consistent responses regardless of how they try to purchase your products. Many buyers in stores carry mobile devices and price check your goods before heading to the checkout counter. Gathering Customer Experience Data Knowledge is the key to developing a successful customer experience strategy. ETECH Insights helps you gather the data on your operations you need to make better decisions. This blog was first published on LinkedIn

3 Things to Know While Leading Change Management

Change is always difficult; people are by nature creatures of habit. If you are in a leadership position and it’s up to you to communicate the executive management vision during a shift in your company’s plans, here are 3 steps that can help you manage change with minimum friction. Change Doesn’t Have to Be Scary People tend to be skeptical of upper management when it comes to big changes. Remember though, your executive staff has the big picture, and what doesn’t make sense at the lower levels is simply a lack of this wider perspective. You can make up for this by communicating regularly with your workers about the values and mission of the company and how that applies to these new changes. The message must be clear and consistent; this is one of your best leadership opportunities to steer a new course. When employees understand the underlying reasons and purpose for change, they will be willing to accept the momentary inconveniences. Get Everyone on Board at the Beginning What you need to explain must be done right at the start of the change; don’t wait for trouble and then try to react to it. You need to have the courage to reveal information that may ruffle some feathers, because this will build trust and respect in your leadership. If you don’t want nay-sayers and negative attitudes, which are contagious, to spread through the ranks, you need to get all your employees to accept the new direction at the outset. Do whatever it takes to be sure the message is thoroughly communicated and understood, or you will be redirecting a lot of your resources during the change process to quelling mini-rebellions and it will take you longer to get where you want to go. An email memo won’t do the job; depending on the size of your company, you should consider table-top discussions and workshops to give everyone a chance to voice their opinions, be heard, receive feedback, and have the changes explained so that the reasons behind them are fully understood. The Importance of Company Values If your mission statement is just a plaque on a wall, your company will lack cohesion and focus. Values are not just sales gimmicks; they are the foundation of a well-run organization. Your company’s values not only should be well-known to your employees, but mentioned often and most importantly, put into practice regularly by your managers. Team members must see values in action, or they will drift away from these norms and work according to their own ideas and standards, and unity will be lost. Some of the great ways you can emphasize values are: Give awards to employees who shown exemplary adherence to them Use social media to broadcast in real time the application of values in projects and among workers Dedicate a section of the company newsletter to highlight how company values are put into practice Just a few straightforward actions can make change management less of a hurdle, and save you a lot of strife and confusion.

Elements of Great Customer Experience

Providing great customer service is a top priority for most businesses, and for many businesses, providing great customer service can often be what gives them the edge over their competition. However, even in companies with solid customer service operations, it is not uncommon, when delving beneath the surface, to find a few inconsistencies and at times, a lack of understanding. So how does an organization overcome these issues and lay a solid foundation of customer service? Below are some tips that may be helpful. Defining the concept The first step to laying a solid foundation of customer service is to develop an understanding of and improve any inconsistencies in your customer service program. The best way to do this is to come together as a group and define what customer service means in the particular context in which your company operates. For example, a business consultancy is going to interact with its customers very differently than a cinema yet both can be great in their own way. While a business consultancy will likely have fewer customers, they will work with their customers on a more close and personal level. They’re likely going to have a very long-term relationship with their customers and will have the luxury of getting to know their customers personally, and over time, understand their needs and what makes them “tick.” Their customer service is going to look very personal and slightly different with each customer. On the other hand, a business such as a cinema will see many customers throughout their day and have very brief but similar interactions with each one. For them, great customer service may be as simple as moving their customers through their lines as quickly and courteously as possible. This is why it is so important that everyone involved understands the particular framework that defines great customer service within the context that the company operates. Internal Marketing from the top down The second step in laying a solid foundation for customer service is the development of a strong company culture of service that originates with the company leadership. The process by which employees are inducted into the company’s culture is known as internal marketing. When the CEO and CFO are profoundly committed to excellent customer service, then the necessary resources and training for each employee are more likely to be prioritized. This commitment has a way of “filtering down” through the entire organization thus fostering a culture of excellent customer service. The most successful customer service operations are those where the drive for customer service excellence comes from the top down. Strong leadership, consistent communication and high-quality training are key. Stay true to who you are, but be flexible Finally, the third step in laying a solid foundation for effective customer-service program is to be true to who you are. In other words, don’t get caught up in changing market dynamics that may tend to alter how you do business. Stay committed to your priority of excellent customer service, but use change and technology to your advantage. Remember, you drive your company’s customer service “engine” not changing market dynamics, so keep your principles and priorities at the forefront of your daily operations. In doing so, your company will always have the competitive edge.

Why Human Intelligence is Essential for Customer Loyalty

In recent years Artificial intelligence has come to lead many call centers. It has grown to the point that when seasoned callers reach customer service numbers and are not sure if they’re dealing with a human or a robot, they immediately try to bypass the AI and “speak to an agent.” These interactions make it clear to us that although this powerful technology been integrated throughout the call center industry, people still crave kind of service only human interactions can provide. The human touch in a customer interaction can go a long way toward making people feel valued. Customers like to feel that the agent they are speaking with cares about solving their problems. While the human element is critical, customer loyalty has the potential to increase even more if forward-thinking call center managers introduce technology that can better understand customer needs. Customers Want to Be Heard One thing that many automated call centers lack is a highly personalized element of service. Some robotic solutions may be able to address customers by name, but frustrated or confused callers desire much more than that. They want an assurance that the person on the other end of the line is listening to the information provided and is working out how to solve the associated problems. That kind of human-to-human customer service can be improved as some AI-driven platforms that record and analyze agent calls, allowing call center managers to ensure expectations are consistently met, and customers feel satisfied. Humans who care are truly the most important part of any effective call center. Humans Take Action After Analyzing Data Customer loyalty can weaken in just one bad interaction or failure to meet expectation. Unmet quality or service expectations can cause customers to downgrade services, or even move their business to competitors. It is crucial that call center agents are able to see where their customer interactions are successful, and where improvements need to be made to retain business. Data analysis is an effective method of identifying problems before taking decisive action. Many automated technologies sort through data and illuminate potential issues, but they can’t solve those problems by coming up with solutions. Instead, humans must learn how to evaluate the metrics they see and create action plans that bring positive outcomes. Humans Make Sure All Needs Are Met Most conversations between call center agents and customers come to an end when the agent asks if more assistance is needed before the interactions cease. The human touch provided by a real person who is committed to making sure callers are as happy as possible makes a meaningful difference, causing many customers to feel comfortable enough to state what their remaining needs are. Higher customer satisfaction rates get a much-needed boost through human interaction. Even the most powerful technologies cannot replace human interactions. Talented call center employees, aided by AI metrics, help customers feel cared for and sustains their loyalty. This blog was first published on LinkedIn

Screening your Employees

Hiring the right people for the right position takes huge resources, if not done properly; it could cost the company more. There are several tools and resources used that will provide an Employer with adequate information about an applicant. 5 important tools used for screening Application forms – An application allows you to obtain basic information your applicants. If you use a customized template where the applicants fill in their details, then you can pick out other things like completeness. The application clarifies the applicant’s position of interest; provide insight into experience and skill set. Resume- A resume should tell a brief history of the applicant. In addition, a resume will also provide a glance at the applicant’s attention to detail, skill sets, current and past experiences. Reference checks – Typically, an applicant will provide a three-five references. It is important to check the references before short-listing the candidates. In addition, you may learn information about the candidate that was not included on the application or resume. Past employment –This can be found on the application and also in the resume. The past experience can show how long an individual has worked for each company. Most employers are looking for applicants that are loyal and can show a work history of commitment. Criminal record check –Policies per company may vary depending on the role for which the applicant has applied. Employers may want to know the criminal record and nature of the criminal activity. Three brief reasons why Employers should screen applicants Saves resources It is expensive to hire and train a new employee every so often. The upfront costs might be high as you carry out the onboarding exercise, however; in the end it will be worth it. The other resource to put into consideration is the human capital and time it takes to hire and train. Protects your business There are several scenarios that can negatively impact an organization simply by hiring the wrong applicant. For instance, you may have heard of unending embezzlement cases between former employees and companies. Such a case exposes your company in the wrong way to you consumers and affects your reputation. Thorough screening can protect your business from such unpleasant scenarios and being exposed. Following a proper screening process will protect your business. Reduces employee turnover A major problem that can set your company back is a high employee turnover. Thoroughly screening applicants will reduce employee turnover. You can then empower and develop the right people who will grow the company. In conclusion, not all positions within the company are the same, therefore screening criteria should vary to match the requirements of the job. The screening process will assist an on boarding process that helps employers find a sustainable workforce.

Top 7 KPI’s to Measure Your Customer Experience Levels

Enhancing customer experience is an absolute priority for corporations today. To determine if customer service meets expectations, you need the ability to measure the key performance indicators (KPIs). There are numerous KPIs for measuring the success of your customer service strategies. Following are the top seven KPIs your business might consider utilizing to measure customer experience and service levels. Net Promoter Score (NPS) Customers who are pleased with your customer service may suggest your business to family and friends. This becomes your company’s NPS. The rate of people who recommend your company to others can be a valid measure of customer satisfaction. Brand attributes Obtaining feedback about how customers describe your brand is a good measure of customer service and an indication of where you stand in your customers’ eyes. Also, you’ll discover what qualities to focus on to enable customers to see your brand in a selective light. Competitor comparison While customer retention and overall satisfaction are useful metrics for measuring service, it is critical to discern how your company stacks up against competitors, because even loyal customers may choose competitors for single purchases or interactions. External industry benchmarks It is crucial to recognize how your brand stacks up against the competition. Collect external benchmarking survey data to compare your brand to your closest competitors because even the highest-rated companies only succeed about 88 percent of the time, leaving plenty of room for improvement. Conversion rate Following an interaction with a customer, determine the likelihood that they will take some action, such as making a purchase. This number should be high if your customer service is excellent. Resolved issues Looking at all of the issues that your customer service team has fixed is an ideal method to form a snapshot of your company’s customer service. Regardless of your firm’s success, there will be problems and grievances. However, if your team can solve them efficiently and in a manner that creates a good experience for the customer, that is evidence of valuable service experiences. Overall satisfaction Although every business aims for 100 percent satisfaction 100 percent of the time, it just isn’t realistic. What is realistic is to expect customer satisfaction KPI to always be rising. You can track whether or not your rating is going up by setting internal benchmarks. You can target problem areas, set goals, and make changes to enhance your customer satisfaction rating the intelligent way. To improve upon something, it must first be controlled. To control something, measurements are required. Your business provides an experience, satisfies the customer, and builds a relationship that ultimately translates to conversion. Monitoring the health of your business requires measuring customer experiences and understanding which KPI to select to enhance customer experiences. With the right KPIs, you can recognize the direction your business is going and whether or not your customers are satisfied with your service. Etech Global Services delivers intelligent sales, technology, and customer service solutions. Contact us today for help building a stronger brand, strengthening customer relationships, and gaining your share of the market.

Understanding the Leadership Qualities that Lead to More Engaged Employees

One of the most widely-used yet misunderstood terms in the business world is “employee engagement.” While plenty of executives, team leaders, and consultants call upon this statement in their attempts to motivate, few actually use it correctly. That’s because most interpret it to mean working hard. While hard work is certainly found amongst the effective skills that successful teams of professionals share, it doesn’t equal employee engagement. Rather, the former is merely a byproduct of the latter. To understand what employee engagement truly means, we have to take a closer look at the term itself. “Engaged” is defined as “having ones full mind, energy, and attention.” Herein lies the difference between an engaged employee and one that is simply hard-working. Whereas a hard-working employee can potentially only be partially-invested in that which he or she is doing, an engaged employee has his or her mind fully concentrated on the task at hand. This requires a certain level or “buy-in” into a company’s culture, which is not something that’s achieved easily. The Skills Needed to Facilitate Engagement Engaged employees require an equally engaged leader to guide them. That person has to convey through his or her leadership skills the importance of the work that each and every member of the team does, and why only the utmost effort on their part is acceptable. To do that, it helps if he or she can demonstrate the following qualities: Focus: Every company has a vision that should drive every decision and action that it employs. Yet far too many allow the pressures of meeting their everyday job duties to keep them from stepping back and seeing how their particular roles benefit their companies as a whole. What’s needed is a boss or team leader that keeps members focused on the mission, vision, and values of their company, and how the work that they do supports that. Creativity: This may sound strange, but many people actually fear doing their job too well. That’s because they worry that should they create effective solutions for the problems they’re meant to address, they’ll be out of jobs. A good leader helps inspire trust in that no matter the results of his or her employees’ current work, they skills that they bring are in high demand and can easily be applied elsewhere in another way if needed. Empathy: This includes not only being empathetic towards employees, but towards corporate leadership, as well. Too often, the higher-ups are painted to be cold, calculated number cruncher that only care about results on paper. However, that’s rarely the case. Their concerns over those results are typically driven by their equal concern for their employees. Once subordinates are able to see that, the beginnings of a healthy company culture in which they are not afraid to fully invest themselves are born. As we conduct analyses of the many businesses with whom we work here at Etech Global Services, we find that those that are the best at incorporating the skills and services that we introduce share the same attribute: a highly-engaged workforce. Having seen the tools and practices needed to create such an effective environment, we’re more than capable of sharing these with you. Together, we can help create a shared vision and commitment from the top to the bottom of your organization.

5 Things You Can Do to Become a Great Leader in the Contact Center

Great leaders aren’t born that way, and most dedicate their lives to learning, applying and mastering leadership skills. When it comes to being a leader in the contact center, don’t be discouraged if authority doesn’t come naturally to you. With a little training, hard work and perseverance, you have the capacity to become a respected part of your contact center leadership. Here are five things you can do to start transforming yourself into a leader. Promote Action : Contrary to popular belief, a leader isn’t someone who bends the will of others. A leader is someone who shows the way and encourages others to make their own choices. Even if you can see that someone’s decision is likely to lead to inopportune consequences, it is important to give them the freedom to choose. This doesn’t mean you can’t give them your opinion or try to help them see a better way, but you should never coerce them into doing things your way. Recognize Achievements : Never ignore the achievements of your fellow workers. Instead, publicly recognize their good work and genuinely congratulate them for their efforts. The best leaders are those that encourage the repetition of good behavior by giving praise and encouragement when it is due. While monetary reimbursement will always be excitedly accepted by the recipient, it is not always necessary. In most cases, employees are more than content to simply be recognized for their efforts and given a verbal “thank you”. You might also choose to randomly reward a superior performer with movie tickets or a gift card to a fancy restaurant. Keep generous monetary reimbursements reserved for special occasions or very rare achievements in order to keep them from becoming mundane and expected occurrences. Take Advantage of Training Opportunities : Training opportunities most likely arise on a daily basis, but if you aren’t actively watching you can easily miss them. When you see an opportunity to train someone, consider training the entire group at the same time instead of singling out one person. You may also want to reinforce the importance of proper training by holding annual or monthly training conferences. Always maintain a positive tone and focus on the way training can elevate the entire department and give them the knowledge necessary to further their skills. Listen and Learn : A good leader recognizes that there are always opportunities to learn from others. Make it a habit to carry a notepad and paper with you, and jot down notes anytime you hear or learn something new. When you listen to others and take their words to heart, you will make a positive connection with them and enhance your leadership qualities. Learn to Act : The best leaders are better at acting than hesitating. Rather than second-guessing yourself and letting opportunities pass you by, seize the moment and take action. If you see something that needs to be done in the call center, just do it, even if it doesn’t technically fall under your list of responsibilities. Being a leader is more than holding a position of authority. In fact, it is much more about becoming than being. Become the best call center leader you can be by following these five simple leadership tips. This blog was first published on LinkedIn

How to BRAND Your Company through the Hiring Process

At all times, your employees determine the rate at which you company grows because they make your customers either happy or unhappy. When you have a dedicated, competent, and loyal team you experience growth annually. However, when you have the opposite, your company struggles to grow. The secret is in attracting and keeping the right employees. As you think about the ideal candidate to work with, job seekers are also looking at whether you qualify as a good company to work for. What does your brand stand for? Is the information found all over the internet about your company building or killing you? Remember, your PR department needs to be continually building and maintaining a positive brand reputation. First impressions matter. You also need to brand your recruitment process to attract the right candidates. It is important to do this because It helps you stand out in the noisy marketplace. It improves your application rates from the right candidates. It improves employee engagement, which will lead to loyal employees who attract other loyal employees to the company. With that in mind, here are top three tips to guide you through the branding process. Market the Vacancy The first thing job seekers rate your company with is the job description. The job description should sell the available position, not just be a list of requirements and qualifications. Look at the job description as an advertisement. The job is your product and the target audience is the potential candidate. Follow the simple marketing AIDA principle. Create Attention to the right candidates Create Interest by giving relevant details of the job and its benefits Create Desire in the minds of the prospects to pursue the wonderful opportunity Make the advertisement lead to Action – the potential candidate applying for the job And don’t forget to have your company logo somewhere in the advertisement. You are not the only one looking to get the best talent in the market; your competition is also looking. Your job announcement should stand out and represent who you are as a brand. Shortlist the Candidates With the right job advertisement, you will be sure to attract many applications. The next step is to shortlist these candidates. Most resumes today are professionally written; just reading them will not give the best result. Shortlisting is narrowing down the candidates to a manageable number who can then move to the next phase. Because we are so connected, how you respond to the rejected candidates can affect your brand negatively or positively. Keep in mind what these rejected candidates say reaches so many others searching for a job. You can stand out in the eyes of all applicants by making the screening criteria public thus building credibility with them. Remember to be polite when communicating to every candidate who applies for the job. Carry Out Face-to-Face Interviews After shortlisting the candidates, it is time to carry out interviews. There are different ways of conducting interviews; you do not have to change your current style if it is working. The commonly used method includes these various stages: Pre-screening – Draft your online application forms well to capture the essential data you need from the potential candidates. You can also take them through a personality test that will determine the right fit for the particular job. Speak to them over the phone and ask more questions before inviting them to the formal interview. Structured interview – This is the second stage of the interview where you get to meet face to face with the applicants. You are both weighing each other out for the best fit. You can either meet in the office for them to experience the company culture, or have a breakfast interview. Reference checking – The last step is to speak with the references provided. Maintain professionalism throughout because once they put the phone down, they will be calling your prospective candidate. You can heighten this further by arranging a meeting between the selected candidates and the immediate team members followed by the senior management. All parties will be in a position to interact more and learn a little bit more about each other. The aim is the find the right fit for the opened position. In a nutshell, branding your company to potential employees is as important as branding for customers. Take proactive measures today and brand your business. Incorporate the company core values in all steps and the selected candidate will pick it up from the onset. In what ways are you branding your company through the hiring process? Enjoy!

How to Maintain Policy and Procedures for Effective Quality Analysis

Quality analysis is an ongoing process in the call center to guarantee that agents are delivering superior customer service. Thus, monitoring is essential to keep your finger on the pulse of how your teams are interacting with the end customer. This allows for timely coaching and behavior modification as needed. A quality monitoring system must operate under established policies and procedures to consistently deliver calibrated results. You may have an experienced quality analysis team with an expert leading them, but if you lack commitment to adhering to policies and procedures you are at risk in the effectiveness of the analysis this team delivers. Here is a list of how you can maintain policies and procedures for effective quality analysis. Step 1: Outline the Policies and Procedures First you must create the policies and procedures that will govern the quality monitoring of the call center. Policies are documentation of rules, principles, and guidelines that an organization establishes to reach a long-term goal, in this case, quality control. Procedures, on the other hand, are the specific methods that will convey the policies in the day-to-day running of the organization. This process may take a while, but it is important to invest your resources in setting a good foundation. You can look at policies and procedures as your quality delivery strategy and tactics. Areas which need to be addressed include: Productivity measurements Workflow Calibration expectations Reporting standards Escalation process Dispute process Audit the Analyst (ATA) process and communication Monthly scorecard requirements and review Company policies Career Development Step 2: Document the Standards You should have an outline of the policies and procedures governing your quality assessment process within the call center, but you need to take it a step further and document it. By publishing your policies and procedures, you make them available to all within the company. This will easily facilitate the review with new hires and allow for documentation for all team members’ adherence to standards. Step 3: Train the quality analysts Leaders are responsible for formulating policies and procedures. However, the people to implement them are the quality analysts. You need to do an intensive training for the QA’s to ensure they understand the policies and procedures and thus be in a position to deliver quality service. Step 4: Coach the quality analysts Employee coaching is paramount for continuous performance improvement. When managers coach the team members on a regular basis, they further develop their knowledge and skills. Proper coaching supplements formal training and goes beyond on-the-job training. Matters relating to quality need reinforcement regularly so that the weaker QA’s can catch up and the strong performers can become better. There is always room for improvement and as a manager and coach your role is to guide all members of your team to engage in continuous performance improvement. Step 5: Monitor and review Finally, monitor the implementation of the policies and procedures. Policies should be formally reviewed annually to ensure that efficiencies are captured and modifications are made. Adding analysts to the review team will give you a hands-on perspective as well as allow for more ownership from the QA team. In conclusion, when you create policies and procedure, document them properly, train and coach your quality analysts on the best practices and then monitor and review the process, you will maintain the policies and procedure and carry out effective quality analysis. You can have an in-house quality monitoring team that is dedicated to only quality measuring and analysis. However, it is advisable to incorporate a third party audit team to audit your internal QA team. The external team will give you additional data based on their analysis that will help you improve your quality standards and provide the operations teams with actionable data to help modify agent behavior.

The Motivations of Servant Leadership

In my 34 years in contact center management, I have seen a variety of leadership styles. What is important about leadership styles is that it sets the tone for the way a business operates. While I have participated in a variety of leadership styles over the years (autocratic, participative, democratic, etc.), I truly believe that servant leadership enables employees to feel empowered, included and valued; it is the foundation to a culture that fosters all people to reach above and beyond anything they think possible. When this happens, everyone benefits – the company and its people, the customers, the stakeholders and the communities. At its core, servant leadership is not about what a leader does, but why they do it – the motivations. Servant leaders operate in a way that tells their followers I’m here to help you succeed. Their motivation is to see others thrive, and their focus is on what they can do to help make that happen. Servant Leaders are able to view their position, not simply as a place of power and authority, but as an opportunity to hear the voices of others empowering and equiping them to succeed. They seek out the ideas of others and facilitate a place for those ideas to become realities. Servant leaders are driven to see others thrive, they place team member needs first. The natural result is the raising up of new leaders. When leading with a desire to see others thrive a culture of trust will often develop as you train and equip your team members to do their jobs, and then empower them to do them well. Employees will begin to take greater pride in their work as you allow them to step into places of leadership and ownership over their projects. Leadership that equips and encourages, trusts you to own your work and to succeed. When this happens, team members rise, teams rise, departments and the company rises. As with anything, the proof is the results and the rewards. Results and rewards of the journey as well as the destination. In 2007, we began our journey of building a culture with servant leadership at the foundation. While I believe that this is journey that is continual, a solid foundation has been built and Etech’s results have reflected this – Ninety-One (91%) percent growth in the last three years. As we continue to grow, our servant leadership culture and twelve (12) character commitments should not just grow with us, but be the catalyst to support the growth! Culture is the collective habits of our people. It is not the aspirations of leadership, culture is not what we wish it would be or think that it is; it is what it is. However, I believe that like anything else, it all rises on the leader. Every single day, every leader impacts culture by the way they walk, talk, act, lead, serve and treat others. I recently completed a book called Leaders Made Here: Building a Leadership Culture by Mark Miller. Below are some ideas presented by Mr. Miller. Be Clear – What are the key elements of your culture? How could you institutionalize these attributes? If life-long learning is a cultural norm, you could require everyone to have a personal development plan. Make no mistake, vagueness will scale and when it does, you have nothing but vagueness. Are you clear on the elements of your culture that matter most? Are you clear on the actions that can foster scale? Be Selective – You can’t scale everything. I believe attempts to do so quickly look like micro-management. In his book, The Power of Habit, Charles Duhigg talks about power of keystone habits – those habitual behaviors which have a ripple effect. Work to discover these for your culture. Be Accountable – If you want to scale a certain behavior, determine how you’ll measure your progress. And by measure, I mean real numbers, not approximations or estimates. Be Relentless – We watched a video recently of our founder asking, reminding, and telling us the appropriate response when someone says thank you is … what? We practiced saying “My pleasure” in groups as large as 5,000 people. The interesting thing about the video – it was pieced together from clips over a ten-year period! What are you relentlessly and tirelessly communicating regarding your culture? These are some thought provoking ideas. There are many things that Etech does that fall under one of these categories, but there is always more that can be done. Culture is powerful – so powerful, Peter Drucker once said, “culture eats strategy for breakfast.” If we believe this to be true, then it is our responsibilities as leaders to ensure that we are inspiring the culture we desire and that we are the shining example for all to follow. Every day you will influence company culture. The question is will you be a positive or distracting influence? Until next time, may you make a difference in the lives you touch each day! This blog is first published on LinkedIn.

Creating Glowing Customer Reviews

Glowing customer reviews are the gold dust of modern commerce. Recent studies have consistently shown that customer reviews are one of the most significant drivers of consumer behaviour, with online reviews at least as memorable as any associated advertising. The main psychological mechanism behind the power of reviews is believed to be the innate desire to be like our peers – the “follow the crowd” and “fit in” mentality. Defining customers and their expectations You can’t expect to get consistently positive reviews from your customers if you don’t know who they are or what they expect from you. Customer profiling is needed to enable you to define the different groups of customers who buy into your brand, and pick up on the higher values that lie behind their purchasing behaviour. You can tap into these by using a mixture of surveys, questionnaires and more immediate measures such as on-site interviews (for physical stores) and live chat engagement for online businesses. You will discover that customers are less attracted to the features of your products or services and more to the less tangible messages conveyed by your brand: quality, prestige, professionalism, trustworthiness, trendiness, etc. With this information you can start focusing your efforts in the right area. How to exceed expectations Once you know what your customers expect from your brand, every touch-point between your brand and your customer becomes an opportunity to reinforce to them that your business can meet those expectations. So if your customers expect your brand to be at the cutting edge of technology, keep up to date with the latest advances and be the first to integrate them into your business. If your customers expect an attentive service, every message communicated to them, whether face-to-face, by email or over the telephone, should be focused on satisfying their every need. By creating a detailed customer experience map you can focus in on every touch-point and ensure your staff and systems support your brand message. Taking this approach will already put you a step ahead of most of your competitors but to achieve those glowing reviews you have to over-deliver on each of these touch-points. A good example is the out-of-town car dealership that not only valets your vehicle as you wait but gives you and your family bus tickets so you can do some shopping. Soliciting reviews Many businesses fall down by not actually giving customers the opportunity to give a glowing review. You may have a profile on Yelp! or Facebook, but if your customers are not told specifically that they can leave their feedback on these platforms they may never think to do so. Blog-sale surveys are another place where you can ask for feedback, but make sure the customers have to either opt-in or opt-out of publicizing their reviews. Similarly, if a customer emails you with a glowing review, don’t assume you can use it in your marketing – it is polite to ask them first. When it goes wrong: rescue tactics Of course, there is always the possibility that someone will post a bad review of your product or service. This is not necessarily a bad thing as a balanced score – with a range of reviews – can actually look more authentic than a 100% track record. If you do pick up a bad review, don’t panic and take the following steps: Respond immediately – this shows you care about your customers and are conscientious Apologize for their experience Correct any factual discrepancies with a simple, non-defensive correction Apologize for any specific failures and promise to rectify the issue immediately Thank them for their valuable feedback If you want to offer any compensation, contact the customer directly. Bloging an offer of compensation publicly is an invitation for more bad reviews!

Increasing Your Social Traffic With Live Chat

While you might already be perfectly aware of the existence of live chat, you might not be too well versed on how to use the tool to effectively increase your company’s social media traffic. Like most things in life, there’s a right way and a wrong way to utilize live chatting while promoting organic marketing. Learn how to better serve your customers rather than serve as an annoyance to them. The Social Toolbar Some live chat app developers have created a social toolbar for direct use in helpdesk apps and live chats. The social toolbar is intended to link social media platforms like Twitter and Facebook directly into chat widgets. Besides following your company’s Twitter page directly from the chat widget, customers also have the option of linking your company’s Facebook page directly from the chat widget. Both options allow for natural marketing with a minimum amount of effort and pressure, which you and your customers are sure to enjoy. Now you don’t have to go out of your way to market and advertise your company or services, and customers can learn more about your company as well as the products and services you offer simply through your chat widget. Subtlety at Its Best Another great thing about the social media toolbar is that it works just as well with your customized themes, giving you the same benefits with a different layout that’s more in line with your preferences and company. Since consumers are using multiple methods of communication on multiple devices, it’s important to mention that the toolbar works the same on smartphones, tablets, laptops and desktops. No matter where your customers are or which device they’re using, they’ll have full use of your live chat capabilities. Integration Benefits When used on Twitter, the social toolbar can: Bring in more followers Improve the scope of your marketing Help you better interact with customers and potential customers in their natural online environment Let you share informational posts and content When used on Facebook, the toolbar can: Get you more likes Supplement your Facebook app Help you perfect your services and products by giving you more info about your customer’s desires Improve the trust between your company and your customers Rather than look at the most traditional and popular ways to increase your company’s social media traffic, look at the issue from a different angle. Customers have more options than ever when it comes to the businesses they support and turn to for specific products and services. Live chatting and social media toolbars are useful and effective ways to communicate with your customers and take better care of them, but they’re also great ways to improve your brand as well as your reputation. Additional Benefits Live chat can also increase your conversion rate. One of the main reasons customers go elsewhere to do their shopping is that a company has a confusing checkout process or a complicated shopping experience. With live chat, customers can get immediate assistance rather than further frustrate themselves as they scour the company’s website in search of help. Not only can this encourage the customer to leave a positive review of the company on social media, it can also make it easier on the company’s call center and customer services department. Boost your social traffic and your company’s reputation with the power of live chat. When done right, you can soon become the company buzzing on everyone’s lips and fingertips.

3 Ways Call Center Quality Improves With Artificial Intelligence

The communication that occurs between customers and agents in your call center hold incredibly valuable information. There are many industry advancements that make it easier to collect insights captured by those calls or text-based chats, but Artificial intelligence (AI) is one that has proven incredibly valuable for the call center sector. AI is an especially powerful tool regarding improving and maintaining quality levels in your customer interactions. It Lets You Monitor How Agents Handle Customer Queries Quality monitoring is crucial for the success of a call center, and using Artificial Intelligence to monitor the effectiveness of your customer relations can lead to better results than ever. With AI you are able to record and transcribe every call that comes in, and analyze what was said in the interaction. As a result, you can evaluate how agents deal with various types of questions and ensure they’re following best practices. If they aren’t, it’s easy to provide specific constructive feedback and keep quality levels high. It Detects Useful Business Patterns A powerful asset of artificial intelligence is automated quality monitoring. This gives you the ability to track trends in your customer feedback. For example, after launching a new login portal for a website, calls from users who don’t understand how to access their accounts might go up by an estimated 25%. That’s a shift worth your attention, but you might not notice the severity of the issue without an intelligent call center solution that includes automated quality monitoring. AI is able to report to you on the data that most needs your attention. Some interfaces allow you to look at history-related metrics. These break down the total number of calls received over a chosen time period, by analyzing data and discovering the most common topics. If metrics show that over the last two weeks a higher than average number of callers were highly satisfied and said they had come to your company after leaving a competitor, then your recent practices are worth continuing. Based on the knowledge gained from captured data, you can then determine whether there are problems that need to be fixed. The information also confirms if the business techniques you’re using are working as intended. It Helps You Stay Compliant Many call center managers have their staff members follow scripts. This approach ensures all customers get similar experiences and reduces your liability. Quality monitoring is an easy way to track this, and enjoy peace of mind, knowing for certain your team members are following the scripts as they’ve been trained to do. If necessary, you can intervene and give guidance to maintain compliant communications. Artificial Intelligence is the next step to managing your call center, and maintaining the level of success that your customers have come to expect. AI-derived knowledge from all your calls combines technology with a human touch. Consider investing in one soon. This blog is first published on LinkedIn.

How to Grow and Deliver a Superior Customer Experience

When running any business, even a call center, the goal is to ensure it grows every year and deliver a superior customer experience. In my experience everyone is happy when the company can deliver superior service, the clients, the management, and the end consumers. It’s a win-win for everyone. It is therefore safe to say that, your call center activities should enable you to become superior around quality and delivery of world class service. The real question is what are the reasons holding you back from becoming superior or delivering world class service? As I was thinking about this lately, I looked at the structure and operations of Etech Global Services, what has helped us to keep improving and offering superior quality to our clients? I will highlight three main reasons that I believe have made a huge difference. Leadership The leadership of a company builds or destroys it. As a leader you carry the torch, the vision of the company and everyone looking up to you works in line with the values you portray. The saying that a leader has influence is true; your team will be influenced and follow you only if they see you are worth following. It starts with you as an individual, your character, your values and your behavior. Is your leadership helping your call center get better? If not what areas do you need to work on? Employee turnover You understand the demands of a contact center and you need great agents to help meet all the demands. At Etech, we believe that having happy team members means happy customers. There are dozens of reasons why employees quit; wrong job fit, poor working environment, supervisor problems, poor pay and lack of career advancement opportunities to name a few. Knowing and understanding your agents is the first step in giving them what they need to succeed and make the contact center successful as well. Are you supporting and empowering your agents to help them perform beyond the set targets, and empowering them to happily satisfy the customers? Right tools It is impossible to dig a huge hole in the ground using a spoon, right! The same applies to having the right tools for the job. Using wrong or outdated tools affects the contact center performance. At Etech, we keep up with the ever-changing technology because we know and understand our success lies in having high customer satisfaction levels and the ever changing digital world we all live in. The right tools make our agents work more efficiently and they are actually happier. Important to note is that the right training has to be offered to the agents to maximize their output. Do you have the right tools for the job? In addition, are you training your agents on how to use these tools? As outlined above, answer these questions honestly and you may find the answers to why you are not growing and delivering superior customer experience. You can create and maintain a great contact center program that ensures constant growth, it is not an easy feat but it is possible to achieve. Focus on every stakeholder as you develop it for the good of the business. Effective customer experience is at the heart of a successful business. To exceed your customers’ expectations and maintain a productive team, reach out to Etech. Etech Global Services is recognized as one of the Top Call Center Companies by DesignRush providing innovative contact center solutions and frameworks that your company needs for long-term success.

Top 4 Benefits of a Pre-Chat Survey in Live Chat

A pre-chat survey enables the collection of visitor information prior to the chat session beginning and quickly route the session to the agent most qualified to manage the chat. It is beneficial in service and support scenarios because visitors already expect to provide initial information to have their issue resolved. Some sample pre-chat survey questions include: Name Email address User ID or account Order or ticket number When customers request live chat services, they should be able to provide some preliminary data in a pre-chat survey to set the course of the chat session. For example, they can provide their name and a quick description of what they need. At that point, the chat agent is prepared to enter the discussion with solutions regarding the customer’s concerns. Role of Pre-Chat Surveys Pre-chat surveys serve a significant role in supporting your customers. It is the earliest chance to obtain precise information from a client, so it is important to design pre-chat survey questions that count. Pre-chat surveys help you to get to know your customers better. By customizing the questions, you can improve the responses and enhance case resolution. The top four benefits of designing a pre-chat survey include: Handle situations that begin with a pre-chat survey immediately. Thoughtfully designing questions provide a plethora of additional information, eliminating the need to for details once the live chat starts. You can also add options that enable customers to select particular department they want to reach. For example, if they need to change the shipping address for their order, they can go straight to the section that handles address changes without waiting for an agent to get them to that area. Pre-chat surveys produce meaningful discussions. When businesses utilize custom-tailored surveys, the chat lengths decrease significantly. The more information available, the shorter the chats, and the faster that cases can be resolved. Questions are easier to answer with the availability of a pre-chat survey. Not all problems can be solved in one chat because some are just too complex or are too involved to handle via chat. However, custom pre-chat surveys are an extremely successful method for resolving complex situations quickly. More satisfied customers. Anything might be helpful during live chats should be included in the pre-chat survey design. Nonetheless, you need to limit the number of questions. Make sure to ask only about the most noteworthy details that are vital to swiftly resolving issues. The sweet spot is no more than five precise questions, including name and email address. Aside from the issues, the survey should also include a brief welcome message and an invitation to chat. Select questions that help quickly extract the details you need to help solve a problem. What’s more, all the information agents gather is useful even after the chat ends. For instance, you can offer to send a copy of the chat transcript to the customer. Also, by establishing up customized variables, you can display information about your clients directly using live chat software to provide more for your agents to work with when answering customers’ questions.

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