2010 Contact Centre Industry Directory First Call Resolution–The ...

Ask Affy
Need Advice? Ask Affy!
Q-Dear Affy–I have an agent where on-going coaching is not delivering any sustainable
improvement in performance. I was wondering if you can give me some advice on how to motivate
my agent to keep consistent and continually want to improve?
Apprehensively Yours, Amy
A-Dear Amy
I am glad you raised this challenge as
it is one that can be very frustrating
for many leaders. Many leaders
feel that this is the point in the
relationship to have the tough
conversation of “do it or else”. That
may be true but take a moment to
reflect and analyze what might be
holding your agent back.
Think back through your past with
this agent and be honest – Is there
a high level of trust between you?
Have you been specific enough about
what needs to change and more
importantly, what specific steps are
required to make this change? Do
you know what motivates your agent
so that you can link their WIIFM to
your feedback?
If you are missing the answers
to any one of these questions, then
start by closing these gaps before
you start the tough conversation.
If you feel you have done all of the
above, then the next conversation
is one where your agent must
make a decision to continue in
his current role by demonstrating
specific actions. To ensure that
your conversation ends with an
enthusiastic commitment to change
behaviour from your agent, consider
following these steps.
Step 1: Reserve a Time
Show your agent respect by booking
a time ahead, keeping the gap short
between your request to meet
and the actual meeting. Be very
clear about why you are meeting
and give him something to prepare
such as, “As we have worked on
________together for many months,
I would like to meet with you to talk
about what you would like to see
us do differently to make greater
progress?”
Step 2: Prepare and Rehearse
Without exception, preparation is the
key element of successful feedback
conversations. Take the time to
articulate your specific challenge
with your agent, supported by facts
and not just feelings. It will bring
clarity to the impact of your agent’s
performance to your operation.
CANADA’S PROFESSIONAL CUSTOMER CONTACT SOLUTIONS FORUM
CANADA’S PROFESSIONAL CUSTOMER CONTACT SOLUTIONS FORUM
• Write down the exact details of
the behaviour you are seeing and
what you expect.
• Determine frequency of
occurrence and its impact.
• Gather information/data that
supports your understanding.
JANUARY / FEBRUARY MARCH / APRIL MAY / JUNE
CANADA’S PROFESSIONAL CUSTOMER CONTACT SOLUTIONS FORUM
JANUARY / FEBRUARY MARCH / APRIL MAY / JUNE
ESSENTIAL THEMES
ESSENTIAL THEMES
ESSENTIAL THEMES
Rehearse your meeting with a
peer to iron out the kinks in your
delivery and be sure to focus on how
to handle possible tough responses
from your agent. For example, what
see Ask Affy page 36
EDITORIAL CALENDAR
EDITORIAL CALENDAR 2010
EDITORIAL CALENDAR 2010
2010
First call resolution
Introducing sales paradigm
Unified communications
ESSENTIAL THEMES
ESSENTIAL THEMES
ESSENTIAL THEMES
feature JANUARY stories include: / FEBRUARY stories MARCH include: / APRIL stories MAY / include: JUNE
First ˛call Processes, resolution procedures that lead to FCR
Introducing ˛ Smoothing sales shift paradigm from service to sales
Unified ˛ Tightening communications enterprise, call centre bond
feature ˛ Newfoundland stories include: Power case study
stories include:
stories include:
ESSENTIAL THEMES
ESSENTIAL Outsourcing THEMES
ESSENTIAL Social Networking
˛ Processes, procedures that lead to FCR
˛ Smoothing shift from service to sales
˛ Tightening
THEMES
enterprise, call centre bond
Special Report
stories include:
˛ Newfoundland Power case study
˛ Impact of social Web sites on role of call centre
First BC Contact call resolution Centre Association Annual Awards
Introducing ˛ Moving sales toward paradigm full business process outsourcing
Outsourcing
Unified
Social Networking
communications
feature stories include:
stories ˛ Outsourcing include: directory - Guide to call centre service
Special Report
stories include:
stories SOFTWARE include: SOLUTIONS
ANNUAL 2010 CALL CENTRE DIRECTORY ISSUE
bureaus nationally
˛ Impact of social Web sites on role of call centre
BC ˛Contact Processes, Centre procedures Association that Annual lead to Awards FCR
˛ Smoothing Moving toward shift full from business service process to salesoutsourcing
Computer Tightening Telephony enterprise, Integration, call centre Click to bond Chat, Unified
Listings and solutions for strategy & leadership, people,
˛ Newfoundland Power case study
˛ Outsourcing directory - Guide to call centre service Communications applications, VoIP systems.
operations services, and technology
Speech Analytics
SOFTWARE SOLUTIONS
ANNUAL 2010 CALL CENTRE DIRECTORY ISSUE
Outsourcing bureaus nationally
(This is collaborative effort with Contact Centre Council Social
Computer
Networking
Telephony Integration, Click to Chat, Unified
Special Listings and
SOFTWARE Report solutions for strategy & leadership, people,
SOLUTIONS
stories include:
Bonus distribution
of the Canadian Marketing Association)
Communications ˛ Impact of social applications, Web sites VoIP on role systems. of call centre
BC operations
Web-based Contact and Centre services,
systems, Association and technology
automated Annual call distribution Awards
Speech
(ACD), ˛ Moving Analytics
Feature Stories toward include: full business process outsourcing International Customer Service Association
(This
Interactive Voice Response (IVR)
is
˛ Outsourcing collaborative
Emerging science directory effort
probes - with Guide Contact
customer call intent centre Centre service Council Toronto chapter, 2010 Customer Service Conference,
SOFTWARE Bonus distribution SOLUTIONS
ANNUAL SOFTWARE 2010 SOLUTIONS
CALL CENTRE DIRECTORY ISSUE
of the bureaus Canadian nationally Marketing Association)
Mississauga, ON, mid-May
Computer International Telephony Customer Integration, Service Association Click to Chat, Unified
Listings Web-based and systems, solutions automated for strategy call & leadership, distribution people, (ACD), Feature Stories include:
SOFTWARE SOLUTIONS
Communications Toronto chapter, 2010 applications, Customer VoIP Service systems. Conference,
operations Interactive Voice and services, Response and (IVR) technology
˛ Emerging
Speech analytics Analytics science probes customer intent
Manitoba Customer Contact Association Annual General
systems, sales Force Automation (SFA), Mississauga, ON, mid-May
(This contact is collaborative management systems, effort with predictive Contact diallers Centre Council Meeting, MCCA offices
Bonus distribution
SOFTWARE SOLUTIONS
of SOFTWARE the Canadian SOLUTIONS Marketing Association)
1000 Waverly St., Winnipeg, MB, May 12
International Manitoba Customer Customer Contact Service Association Annual General
Web-based systems, automated call distribution (ACD), Feature Speech analytics
Bonus distribution
Stories include: systems, sales Force Automation (SFA),
Toronto Meeting, chapter, MCCA offices 2010 Customer Service Conference,
Interactive Voice Response (IVR)
contact
Manitoba ˛ Emerging management
Customer science systems,
Contact probes predictive
Association customer Annual intent diallers
Canadian Marketing Association National Convention,
Mississauga, 1000 Waverly
Metro Toronto ON, St.,
Convention mid-May Winnipeg, MB, May 12
Centre
Conference, MCCA offices, 1000 Waverly St., Winnipeg, MB.
SOFTWARE Bonus distribution SOLUTIONS
Toronto, May 26-27
Manitoba Canadian Marketing Customer Contact Association Association National Annual Convention, General
Speech Manitoba analytics Customer systems, Contact sales Association Force Automation Annual (SFA),
Meeting, Metro Toronto MCCA Convention offices Centre
contact Conference, management MCCA offices, systems, 1000 predictive Waverly St., diallers Winnipeg, MB.
1000 Toronto, Waverly May 26-27 St., Winnipeg, MB, May 12
Bonus distribution
Canadian Marketing Association National Convention,
Manitoba Customer Contact Association Annual
Metro Toronto Convention Centre
Conference, MCCA offices, 1000 Waverly St., Winnipeg, MB.
Toronto, May 26-27
JULY / AUGUST SEPTEMBER / OCTOBER NOVEMBER / DECEMBER
JULY / AUGUST SEPTEMBER / OCTOBER NOVEMBER / DECEMBER
ESSENTIAL THEMES
ESSENTIAL THEMES
ESSENTIAL THEMES
Customer service
At-Home Agents
Call centre culture & HR department
ESSENTIAL THEMES
ESSENTIAL THEMES
ESSENTIAL THEMES
stories include:
Stories include:
Stories include:
JULY / AUGUST SEPTEMBER / OCTOBER NOVEMBER / DECEMBER
Customer ˛ Balancing service service and self-serve options
At-Home ˛ Home Agents security concerns and case studies
Call ˛centre Aligning culture HR hiring & HR strategies department with call centre culture
stories include:
Stories include:
Stories include:
ESSENTIAL Rewards, recognition THEMES & incentives
˛ Balancing service and self-serve options
˛ Initiatives that really motivate agents
ESSENTIAL Recruiting & THEMES Training
˛ Home security concerns and case studies
˛ Best practices for hiring & retaining agents
Workforce ESSENTIAL management
˛ Aligning
THEMES
HR hiring strategies with call centre culture
˛ Maximizing workforce management, forecasting,
Customer
Rewards, recognition
service
& incentives
At-Home
Recruiting
Agents
& Training
Workforce
Call centre scheduling management
culture & HR department
stories SOFTWARE include: SOLUTIONS
Stories SOFTWARE include: SOLUTIONS
Stories include:
˛ Initiatives that really motivate agents
˛ Best practices for hiring & retaining agents
˛ Maximizing workforce management, forecasting,
Customer Balancing Relationship service Management and self-serve systems, options Business Call monitoring Home security and recording concerns and systems, case hiring studies & training SOFTWARE Aligning SOLUTIONS
scheduling
HR hiring strategies with call centre culture
Intelligence software
tools, home agent applications
Workforce optimization & scheduling systems, agent
SOFTWARE SOLUTIONS
SOFTWARE SOLUTIONS
Rewards, recognition & incentives
Recruiting & Training
Workforce productivity management
tools, Software as a Service, HR software.
Customer Relationship Management systems, Business Call monitoring and recording systems, hiring & training SOFTWARE SOLUTIONS
Bonus distribution
Bonus distribution:
Intelligence
Call ˛Centre Initiatives software
Week that Canada really Conference
motivate agents
tools,
The ˛Canadian Best home practices agent applications
Call Management for hiring & retaining Association agents
Workforce
(CAM-X) and ˛ Maximizing optimization workforce & scheduling management, systems, forecasting, agent
Bonus distribution:
productivity
Toronto, late August
Western States Telemessaging Association (WSTA) joint
scheduling tools, Software as a Service, HR software.
SQM Call Centre Conference
SOFTWARE Bonus distribution SOLUTIONS
SOFTWARE Bonus distribution:
2010 Annual SOLUTIONS
Meeting
Location TBA, late November
Customer Call Centre Relationship Week Canada Management Conference systems, Business Call The
Hard monitoring Canadian Call
Rock Hotel, and Management
Las recording Vegas, NV, systems, Association
Oct 3-6 hiring (CAM-X) & training and SOFTWARE Bonus distribution: SOLUTIONS
Intelligence Toronto, late software August
tools, Western home States agent Telemessaging applicationsAssociation (WSTA) joint Workforce SQM Call Centre
British Columbia optimization Conference
Contact & Centre scheduling Association systems, Awards agent of
2010 Annual Meeting
Contact Atlantic, Annual Conference of ContactNB
productivity Location TBA,
Excellence Gala, tools, late November
Venue Software TBA as a Service, HR software.
Bonus distribution
Bonus Hard Rock
Moncton, distribution: Hotel, Las Vegas, NV, Oct 3-6
NB, Oct 19-20
Late November/early December.
Call Centre Week Canada Conference
The Canadian Call Management Association (CAM-X) and Bonus British Columbia distribution: Contact Centre Association Awards of
Toronto, late August
Western Contact Atlantic, States Telemessaging Annual Conference Association of ContactNB (WSTA) joint
2010 Moncton, Annual NB, Meeting Oct 19-20
Hard Rock Hotel, Las Vegas, NV, Oct 3-6
Contact Atlantic, Annual Conference of ContactNB
Moncton, NB, Oct 19-20
SQM Excellence Call Centre Gala, Venue Conference TBA
Location Late November/early TBA, late November December.
British Columbia Contact Centre Association Awards of
Excellence Gala, Venue TBA
Late November/early December.
January / February 2010 contact management.ca 35