Recently, we had the chance to listen to some calls at a client’s contact center. This client has a high percentage of positive responses from their post-call survey, and all of the calls we heard ended with the customers saying that yes, they were satisfied with the quality of their service that day. Still, we ended our listening session feeling a little disappointed. What was our problem?
Continue readingWhether you call them patients or customers, the people calling your contact center have a simple wish: to have their problems solved quickly and on the first try. Usually, first call resolutions require skilled agents who know how to navigate the system and quickly find answers for the callers. In order to get agents skilled enough to do this, you need to train them properly.
Continue readingWhen an agent leaves your contact center, you don’t only lose productivity while the seat is empty. Oh no. You also lose productivity the entire time it takes to train the new agent. Once training is done, you lose productivity while the new agent becomes acclimated. You lose productivity until the day the agent becomes competent in the new role. And how long does that take?
Continue readingOnboarding consists of small actions that add up to helping a new employee feel like an old employee in no time.
Continue readingThis month the focus is on recruiting and we talked your ear off (or typed your eyes off?) during the last blog post. But we have a secret.
That was only part of the recruitment process.
Continue readingContact centers notoriously have a hard time keeping agents, and the high turnover rate often contributes to some contact centers feeling like the ugly stepsibling of the healthcare system family.
Continue readingEvery member of our team has a consultant horror story, and for the most part they sound the same. A recent college graduate with very little work experience came in, spent a lot of time asking exasperating questions, told us we had problems that we already knew about, and then left, leaving behind a giant binder of “solutions” that was never opened again. Why then did we choose to become them?
Continue readingContact Center ROI month is here, and we have plenty of information to share. We know there can be confusion about the many ways to measure contact center performance, but it’s important to understand the differences between them in order to encourage meaningful action. It’s common to confuse these key terms, but let’s set the record straight.
Continue readingAt Singola Consulting, a big part of our contact center work comes from helping clients realize their investment. While ROI is a great tool to figure out if the contact center is financially successful, we also know that ROI, done right, can be an indispensable tool to support their patient satisfaction and engagement strategies. And at Singola, it’s all about the patient.
Continue readingAs we discussed last week, creating a centralized contact center can have tremendous benefits for an organization and their patients. We ended that post by saying that the benefits only emerge with the proper planning, so let’s talk some more about what “proper planning” means. In some cases, planning for centralization may actually lead you to the conclusion that decentralization is the smarter option.
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