Posts tagged contact center

The thing is, our clients are busy. Time, energy, and resources get sucked up into the day-to-day responsibilities and operations. That’s when a strategic workshop can be helpful.

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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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Here at Singola Consulting, we thrive in a fast-paced environment and love the organizations that want to make changes, update their technology, and provide an ever-better patient experience, but sometimes after doing an assessment we end up being the ones to put the brake on…

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