Search Results for - Salisbury
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Call centre training tips and best practices to enhance agent skills and improve customer service.
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Dave Salisbury argues that the modern-day contact centre should have a purpose and a mission, to improve leadership and our relationships with the wider business. An Example One complex organization currently has six primary call centres conducting business. The complex ..
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Here are seven pieces of advice to help avoid dead air time in customer service calls and enhance the quality of customer–advisor conversations. What Is Dead Air Time? Dead air time, which is the common name for periods of silence ..
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Here we set out how to define a policy on what an abusive customer looks like and how the contact centre can guard itself against them. Abusive Customers Should Never Be Mistaken for Angry Customers Experienced advisors should know how ..
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Dave Salisbury argues that overuse of KPIs has become a disastrous issue in employee engagement. It is most probable that you employ Key Performance Indicators (KPIs), such as Average Handle Time, After Call Work and Net Promoter Score, in your ..
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Managing employee absence can be difficult if you do not have an absence management strategy in your workplace. So, how do you reduce absent ..
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Filed under
- Workforce Planning , Absenteeism, Attrition, Incentives, Motivation, Scorecard, Staffing
We explore ten fun ways to help you to celebrate Customer Appreciation Day, after a quick overview of the special occasion. What Is Customer Appreciation Day? Customer Appreciation Day is an event that some organisations choose to create as an ..
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In this article Dave Salisbury explores the role of Juran’s rule in the call centre. We have a problem, speaking plainly and simply; this problem is that a truth has been bent to escape responsibility. Tribus (n.d.) was plain and ..
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- Industry Insights
Many companies claim to be “customer-centric,” “customer-driven,” or even “customer-obsessed.” Many other companies make similar claims and act similarly, where the professed policies are disconnected from reality, and the only person who suffers is oddly the customer. Then, the agents ..
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Filed under
- Industry Insights
Dave Salisbury shares his advice for running a great call monitoring programme in the contact centre. What is the worth of a hammer; the value of the tool is not found with the device itself but in the skilled hands ..
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- Industry Insights
Calm Down Dear- Here is a list of phrases, sent in by our readers, which you must never use when speaking to an angry customer on t ..
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- Skills , Angry Customers, Complaints, Editor's Picks, Empathy, Language, Positive words
Dave Salisbury discusses how contact centres can build customer listening skills and improve customer service as a result. Where Customer Listening Goes Wrong Consider the last time that you watched a press conference on the news. A room full of ..
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Dave Salisbury offers practical advice on reconnecting the back and front office in your contact centre. Recently, I saw a back-office department designed to function as a front office simultaneously with already established front-office departments. When front-office employees needed assistance ..
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Dave Salisbury defines the term “going the extra mile” in the contact centre and says what needs to happen for advisors to start doing so. I recently met a unique call centre representative, who, when asked by management to “go ..
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In this article, we address the thorny question of how to measure engagement and look at the best questions to include on an Employee Engagement survey. Employees are key to success in the contact centre. There is a clear link ..
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The performance of contact centre advisors can vary greatly, in terms of both approach and style, even when handling the same call types. This is according to Daniel Ord, the Founder and Director of OmniTouch International, who also says that ..
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Here is a list of seven sneaky things contact centre employees do, alongside our guidance on how to catch them out!
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Put simply, the Johari Window is a tool for helping advisors to share their knowledge with the rest of the contact centre team. While this was not created for the contact centre per se, it is a useful tool designed ..
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In this article written by Dave Salisbury we explore the simple but important question – why should your customers remain customers? Recently a financial institution sent me a customer service survey. I have no reason to remain a customer and ..
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Dave Salisbury looks at the actions that drive good leadership in the contact centre. A good leader can improve the call centre, promote communication, and develop people. While some actions will cross from a leader to a manager, it remains ..
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Dave Salisbury reviews the latest academic literature on workplace stress. Recently, I was told that the workplace was the most significant factor in how stress impacted people’s lives. I disagreed. Although the conversation got me thinking. I present the following ..
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Filed under
- Call Centre Management , Stress
Dave Salisbury shares insight into how coercive leadership can result in call centre communication breakdowns. A Classic Contact Centre Communication Breakdown Story A call centre asked for some help, pre-COVID. They have an “open-door” policy, including a “virtual open-door” for ..
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Filed under
- Call Centre Management , Communication
Exceeding a customer’s expectation helps ensure they will return. Matthew Brown shares top tips on how Contact Centre staff can go that ..
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Dave Salisbury identifies how leaders can harness and develop tacit knowledge. Tacit knowledge is the knowledge that’s difficult to visualise, write down, or transfer from one person to another. Tacit knowledge, as a competitive advantage, remains a highly misunderstood topic ..
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Dave Salisbury urges us to reconsider our current training philosophy, as we may be prioritizing the wrong things or perhaps missing things out altogether. During a recent job interview for a training position, I heard the following from a trainer: ..
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Here are eight tips for dealing with quick fixes that change contact centre processes. 1. Measure Before and After If the organisation is going to invest resources in a particular programme, choose the right metrics to measure the impact of ..
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Dave Salisbury shares some advice for improving the training strategy and models within your remote contact centre. Where Are Most Call Centre Training Programmes Currently? One classic model for improving contact centre performance is known as “Bloom’s Taxonomy”. But the ..
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Dave Salisbury introduces SMART training for the contact centre whilst giving you pointers on how to save money in the process. Corporate training continues to be a difficult topic to describe, mainly because everyone seems to “know” what training is ..
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Dave Salisbury draws on a recent experience to highlight some key considerations and methods for building the ideal customer survey. The Experience Nissan sent me a post-car sale survey. I answered the questions honestly, and the sales rep did a ..
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Filed under
- Customer Service Strategy , Customer Service, Customer Surveys, Feedback, Voice of the Customer
Dave Salisbury explains why promoting a “Spirit of Entrepreneurism” is key to great leadership in the call centre. As a call centre leader, you have the opportunity to see some of the best minds in action on a daily basis. ..
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- Call Centre Management , Customer Satisfaction (CSAT), Employee Engagement, Team Management
Dave Salisbury reviews the academic research and explores how contact centre leaders can best harness technology in creating a culture of adaptability. Technology is a tool, like a hammer The role of technology is to act the neutral part in ..
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Dave Salisbury discusses the approach of two companies in delivering great customer service, highlighting how they could improve by adding a little extra focus on their employees. During the last few months, I have been lucky enough to look over ..
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I want to express my deepest gratitude to Call Centre Helper Magazine for the opportunity to advertise for my dissertation research. I once asked a call centre leader what a trainer does; their answer still makes me chuckle. “A trainer ..
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Filed under
- Contact Centre News
Dave Salisbury outlines the importance of flexible workspaces and the need for alternative work options. After my service-connected injuries went crazy in 2010 and my nerves decided I needed to be a “bobblehead doll,” I quickly realized there was a ..
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Call Monitoring has in recent years become the key tool for ensuring quality in the contact centre. But how do we really change advisor behaviours and drive customer satisfaction. In this webinar we looked at the best strategies for improving ..
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Filed under
- Recorded Call Centre and Customer Experience Webinars , NICE
Dave Salisbury explains how leaders instil trust in those following them, while managers create dependence. “Do I want to be a manager or a leader?” Regardless of actual title, a choice is needed, individually made, and personal to every person. ..
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Dave Salisbury looks at customer interactions and argues that we need to simplify our customer processes. Fundamentals of Customer Interaction Gitomer (1998) was very specific about why customer satisfaction is worthless and provided keen insights into how to build loyalty. ..
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In this article Dave Salisbury outlines an action plan for dealing with customer service agent abuse. Back in the 1990s, when I started at a call centre on Friday, there were no locks, no badges, no traffic control, and minimal ..
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As part of our Contact Centre Manifesto series, our panel of training experts explain how to train your Team Leaders to best support your agents. The problem Team Leaders have the power to make or break the morale of their ..
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