Posts by Singola Consulting

Listening to the Voice of the Customer (VoC) can be difficult. As with any human interaction, it can be hard to understand what the customer is saying and actually wants to convey. But to be an effective contact center, you need to work hard at listening to the customer.

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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?

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Whether 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.

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When 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?

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Onboarding consists of small actions that add up to helping a new employee feel like an old employee in no time.

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In the contact center world, it’s all about retention. Great retention rates allow the center to make money and get a return on investment. When it comes to retention, it’s true that recruitment is important. So is training (more on that next month). But a step exists in between that is often overlooked; that step is onboarding, and it pays to give it your full attention.

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This 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.

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Contact 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.

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Since founding Singola, we have walked into a lot of healthcare buildings, and we’re going to let you in on a little secret: we can tell by the end of the introductory meeting if the organization will succeed at what it is trying to do.

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Every 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?

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