Judy McKee Wakes Up the Call Center Community

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Judy Mckee, trainer, consultant and co-author of The Positive Coach Approach, wants the call center community to wake up to its potential. Mckee, a call center expert and speaker who is known for changing the molecules in any room, is offers a much needed wake-up call. McKee asks the call center to stop measuring by “TDMD” meaning time, dollars, minutes and dials. TDMD is not enough to give a call center leader and its partners enough insight into the call center operation and its products. McKee has big dreams for the call center industry and its potential to serve the customer. But this should not be done by sacrificing the employee. By doing right by the customer and the call center representative, the call center will begin to improve its standing with the entire organization. McKee urges call center leaders to re-focus on the lifetime to stop operating in a quarter-to-quarter mind-set. In 2010 we need to take the actual steps required to evaluate call center performance. The call center needs to regain its footing as an instrumental asset to the organization as a whole. This can happen by treating each call center representative and customer with care. Call center representatives need to treat the customer as the customer wants to be treated, meaning communicating in a clear style understandable for the customer. This cannot be achieved with a one-size fits all script. Are your call center representatives able to diffuse customer anger and frustration? Coaching call center representatives to respond better includes an overhaul of their communication style and tactics. But these changes don’t happen over night. Call center individual performance improvement demands individual coaching and feedback. In this podcast hear McKee’s simplistic methodologies to improve the performance of your call center representatives.

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