1: Track numbers
Telling someone that they’ve improved by 5% since last week is more powerful than a simple “Good Job, keep it up.” Especially for teams with commissions or bonuses at play.
2: Single people out, but list as many names as you can in your reports and emails.
Everyone likes to read their name. List the top ten, the best in different categories, the most improved, best newbie—don’t list everyone, but give people a reason to scan your email blasts and reports.
3: “Rip” scripts from the floor and distribute them to your team for use.
When you hear a great phrase—“I wish I could tell you differently, but unfortunately, that’s the case”—a phrase I heard 3 years ago that I can still remember comes to mind—jot it down and use it!
4: Use pop culture
Whatever your agents are talking about or enjoying on their breaks—from Candy Crush to Breaking Bad—try to incorporate elements of into your reports, emails, and notes.
5: Talk to your people every day
Things on the production floor change every day. Attrition, personal dramas, updates and upgrades—your agents often know more than you about the rapidly changing face of C/X in a call center.
6: Know your tech
Technical issues with tools can be the Moby Dick of your C/X scores and results. Know what tools are helping, which are hindering, and the work-around-s.
7: Understand what customer feedback should be ignored
Be familiar with the issues of policy or product that cause customers to complain. These are generally unrelated to the quality of service being given. Don’t get caught up in giving a low quality or customer service score to an agent simply because the customer complained. Know why they complained.
8: Give your team the benefit of the doubt
When you first hear some of the things agents say you’ll want to shake them. Over time, however, when you get to know your team, you’ll understand that most of the time they’re really doing their best—they just don’t have the skills or tools to do so. They’ll respond much better to your advice and coaching if you come from a place of generosity.
9: Customize training and feedback
Use the agent’s name in your comments, track their progress, and give them tips based on their particular strengths and weaknesses. Avoid using empty slogans and ‘value statements’.
10: Offer tips and tricks every day
Agents often get bombarded with updates from corporate and other emails. Keep a file of quick and easy tips to share every day to stay current and to avoid having your emails pushed to the bottom of the stack by a ton of “Organizational Announcements.”
11: Use SharePoint, Chatter, Yammer, or other enterprise social media
The fun (sort of) of Facebook or other collaborative sites, in a contained environment.
12: Use data to find your bell curve of performance
Know your team. Who’s performing where? Who should you focus on? Who’s your priority?
13: Catch people doing it right
This is one of the most powerful pieces of advice I was ever given. A thumbs up, a literal pat on the back, a piece of candy slipped onto a desk with a whispered “Great Job”, an extended break after a big sale or extra hard call—all these go a long way to getting the performance you want. Remember: what you focus on, you get more of.
