NATO Phonetic Alphabet – SIA & Call Center Training

Rapid BI

We have all been there, on a phone call to a call centre and trying to make sure that the spelling of a name or address etc is correct. the the person in the call centre starts saying things like "a for apple" or "T for tree". The post NATO Phonetic Alphabet – SIA & Call Center Training appeared first on RapidBi.

NATO Phonetic Alphabet – SIA & Call Center Training

Rapid BI

We have all been there, on a phone call to a call centre and trying to make sure that the spelling of a name or address etc is correct. the the person in the call centre starts saying things like "a for apple" or "T for tree". The post NATO Phonetic Alphabet – SIA & Call Center Training appeared first on.

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The Turnaround Factor: Digging Deeper

Let's Grow Leaders

I’d been giving out recognition awards on my massive “road trip,” a 27 states in 45 days kind of tour of motivational kick off meetings in Verizon Wireless’ outsourced call centers.

Let Your Call Center Reps Collaborate

Harvard Business Review

In almost every company around the world, the contact center typically features row upon row of workstations, with reps at each station—headsets on and heads down—going through the same scripted, robotic interactions with each and every customer. Network judgment climates perform 50% better than the average contact center.

Shooting Freethrows: 7 Basic Competencies Every Team Leader Must Master

Let's Grow Leaders

For My LGL Call Center Peeps. I know many of you work in a call center world. I’ve been doing a good bit of work and writing recently for call centers that I thought would be useful to share. 5 Myths Hurting Your Call Center Strategy.

Team 69

13-Point Checklist To Quality Control Your Customer Service Call Center

Eric Jacobson

Every business leader should periodically call his/her company to observe how their customers are being treated by their employees -- because, all too often a phone conversation becomes a customer turnoff rather than a relationship builder.

The Meeting to Decide Whether to Outsource the Call Center

Management Excellence

Note from Art: this is a rave. I was on the receiving end of one too many miserable support experiences recently, and this is my, “I’m Madder than Hell…” response. To the Executives and CEOs who believe it is a good idea to make your customer's lives miserable, get a clue. Customer Service Leadership Performance Quality Systems Management Social Commentary Social Satire Customer Abuse Dumb Decisions Peformance quality

Saturday Salutation: How She Began

Let's Grow Leaders

I met a fantastic woman at a call center recognition event. Really Listen Saturday Salutations Take Risks Began begin building confidence call centers coaching confidence effective call centers mentoringMy day began well. She shared this great story… which I humbly share with you. Everyone kept telling me that I needed to be more confident, to be the expert for our customers. But the problem was I just wasn’t feeling confident.

Small Gestures of Trust Build Great Results

Let's Grow Leaders

This is not the norm in the call center space, but one guy raised his hand. authenticity Build Relationships Empowerment trust Ace hardware call centers customer loyalty customer service effective call centers effective communication empowerment great customer service International customer service association

Want Great Customer Service? Call A Vampire

Let's Grow Leaders

If you need to contact a customer service call center, today would be a good day. From my experience and in talking to leaders in call centers across the industry, today the phones [.] Call A Vampire appeared first on Let's Grow Leaders. authenticity Build Relationships culture Risk taking call centers costumes customer service energy fun halloweenYou will likely get great customer service. Employees will be happy, spirits will be high.

How To Build Customer Relationships Through Phone Conversations

Eric Jacobson

Every business leader should periodically call his/her company to observe how their customers are being treated by their employees -- because, all too often a phone conversation becomes a customer turnoff rather than a relationship builder.

Call Centre Data Protection & privacy – take action to protect yourself now!

Rapid BI

Double standards by call centre staff & utilities firms with our data and our privacy Call centre data protection – suppliers that have our data claim they take this stuff seriously. The post Call Centre Data Protection & privacy – take action to protect yourself now! Business Customer service call centers call centres customer service data protection passwords privacy

Focus on the Fundamentals

Let's Grow Leaders

” -Larry Bird I walked into the call center training room and the team was all working on the call center equivalent of a basketball “3 pointer” […] The post Focus on the Fundamentals appeared first on Let's Grow Leaders.

How American Express Transformed Its Call Centers

Harvard Business Review

[This post is part of Creating a Customer-Centered Organization.]. In the not-so-distant past, it was standard practice in customer service to hire only those candidates who knew how to follow scripts, were familiar with the necessary technology, and had several years' experience in another call center. But a few years ago, American Express reexamined its call-center strategy. We decided not to worry so much about candidates' previous call-center experience.

4 Ways to Provide Meaningful Encouragement

Let's Grow Leaders

Sure I had done a lot of speaking before, but only to internal Verizon crowds or to my outsourced call centers where I was “the client. Call me when you’re ready to go and I’ll help. My guess is that right about now, you could use some encouragement.

Defining Your Unique Value Proposition: A LGL Virtual Meet and Greet

Let's Grow Leaders

For example, when I am positioning myself for change management work in the call center space, I do believe I have a cocktail that is unique. I’m uniquely positioned to help a call center turn their results around. What is your unique value proposition?

4 Important Ways Leaders Earn Respect, Gracefully

Terry Starbucker

Or knowing that a call center agent puts on a headset at 8AM, and aside from breaks and lunch, the calls NEVER stop. Respect is a much-talked and much-written about cornerstone of effective leadership, particularly the more human kind.

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Leave Your Burdens at the Door?

Let's Grow Leaders

One of the most frequently uttered phrases in call centers is to instruct reps to “leave their home burdens at home, they won’t help you serve our customers.”

5 Ways to Unblock Leadership Energy

Let's Grow Leaders

I felt my energy drain as I drove toward the call center. The center’s results were stagnant– it was time to dig deeper. I was there to help, but also to deliver some tough messages. Necessary, not fun.

5 Reasons Your Great Idea Isn’t Working

Let's Grow Leaders

We needed some fun recognition to inspire call center reps to provide great customer service. “Let’s give […]. When you’re running full speed ahead with a great idea, be sure to look back over your shoulder to see who’s with you. A Great Idea My staff team had a great idea. They were buzzing with excitement. The post 5 Reasons Your Great Idea Isn’t Working appeared first on Let's Grow Leaders.

5 Ways to Better Manage Your Field Workforce in the Cloud

Chart Your Course

For example, Aspect uses forecasting tools and looks at historical patterns to better determine the number of agents who should be working in your call center at any given time.

3 Unexpected Uses for Word Clouds: Leadership Style

Let's Grow Leaders

At the beginning of each year, I travel the country giving inspirational kickoff speeches in call centers. This year, the theme of my speech is creating “connections” with our customers and our teams. What better way to reinforce connections, than to include everyone in the speech writing? Word Cloud Crowd Sourcing While preparing the speech, I […] The post 3 Unexpected Uses for Word Clouds: Leadership Style appeared first on Let's Grow Leaders.

What’s Really Killing Morale and Employee Engagement

Let's Grow Leaders

the call center I’d been called in to doing consulting work was doing so much right. So I transferred the phones to another center, and had everyone pull their chairs to the center of the office.

5 Subtle Ways Leaders Lose Credibility

Let's Grow Leaders

He said his boss was asking him to call his prospects every day to follow-up. The other day, I heard a customer service VP on stage talking to a team of call center reps trying to inspire great customer service. Credibility is hard to establish and even easier to lose.

Five Steps to Resource Optimization: Any process can be improved.

Strategy Driven

StrategyDriven effective executives, efficient employees Home About The StrategyDriven Organization Our Company Our Contributors Karen K. Juliano Howard T. Dickens Jr. Lucas D. Ives Sharon Drew Morgen Hank Moore Jamie P.

7 Things Your High-Performing Employees Long To Hear You Say

Let's Grow Leaders

These are all real statements I’ve heard in the last few weeks: “Oh we don’t worry about observing our high-performing call center reps.

ROI 136

Managing Millennials: What’s Really Different

Let's Grow Leaders

Please call me at 443 750-1249 for a free consultation. A working student in my evening MBA program approached me to talk about a work situation that was driving her crazy.

The Insiders Guide to Micromanagement

Lead Change Blog

She has a diverse background of executive leadership experience in sales, customer service, call centers, human resources, merger integration, training and leadership development-- the last 20 years of which have been with Verizon. She most recently served as Executive Director of the Strategic Partnership Channel at Verizon Wireless where she transformed customer service outsourcing, working with companies and call centers to build great customer experiences and strong cultures.

When “Fluff” Triples Revenues: Why Leaders Can’t Overlook Happiness

Great Leadership By Dan

Our training is called “ The Orange Frog ,” and it highlighted stories of various frogs in parable format. He also changed the walls in his office, painting the entire call center bright orange.

In Search of the Perfect “Boss”

Lead Change Blog

She has a diverse background of executive leadership experience in sales, customer service, call centers, human resources, merger integration, training and leadership development-- the last 20 years of which have been with Verizon. She most recently served as Executive Director of the Strategic Partnership Channel at Verizon Wireless where she transformed customer service outsourcing, working with companies and call centers to build great customer experiences and strong cultures.

The Power of a Good Pause

Let's Grow Leaders

Police, firefighters, military, call centers, convenience stores. To me the most remarkable part of Christmas is how everything goes from ridiculously busy to a full-on stop.

Film 29

Build Your Own Competency Model- A Team Exercise

Let's Grow Leaders

call center directors, team leaders). Here’s what such an informal competency could look like in the call center director world. When the systems crash, the calls back up, the customer starts screaming, s/he takes a deep breath and moves into action.

Team 73

The Fastest Way To Better Results

Let's Grow Leaders

Shelly (not her real name) was completely frustrated with her team’s call center results. It happens on teams, it happens in training classes, it happens on dates. A rush to achieve without connection will backfire. It’s tempting to rush in, get started and get stuff done.

Does Your Boss Have Your Back?

Let's Grow Leaders

When I was fairly young in my HR career, I was walking by my boss’ boss’ office (let’s call him Eric) while visiting our corporate headquarters in Manhattan. Without leaving his desk, he called out: Karin, can you please do me a favor?

Why NPS (Net Promoter Score) is Never Enough

Let's Grow Leaders

The call center had ventured into this unknown territory organically. Their leadership knew their processes needed rigor, so they called me in to take a look and help them create a scalable model. Please give me a call at 443/750-1249 for a free consultation. .

Unlocking the Mystery Of Successfully Managing Organizational Change

Strategy Driven

Gabriel Bristol is widely recognized as one of today’s most talented call center presidents because of his track record of developing turnkey solutions, effective customer care and sales programs for small and medium-sized businesses across various industries.

Please Repeat That

Execupundit

Handy when dealing with call centers India. Charlie. Hotel. Alpha. Quickly s pell your first name using the military phonetic alphabet.

Why You Should Go There

Let's Grow Leaders

Recognizing that some members of the newly formed call center engagement task force may not know each other very well, I reached for one of my favorite, go-to, get-em-talking and laughing icebreakers, two truths and a lie.

Don’t Forget to Connect Customer Service Week with Strategy

Strategy Driven

Of course, Customer Service Week calls for celebration. a boutique company with three distinct, yet complementary, lines of business: outsourced call center services, customer care consulting and marketing services.

One Common Interviewing Mistake That Will Cost You the Job

Let's Grow Leaders

When asked if the training job was not available, if he would be willing take a call center manager job for a few years. My phone rang. Colin was exasperated. “Karin, I thought I NAILED the interview.

Cost 77