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Call Centers continue to be the prime point of contact for customers. However, over the past several years IVR's, Websites, Social Media, etc have changed the way customers interact with your business. BenchmarkPortal is introducing a multichannel benchmark survey designed to capture valuable performance data for these various contact channels. We will unveil the survey and provide insights on key performance metrics that should be captured and monitored for these multiple channels.
Playing a key role in its development, BenchmarkPortal's Director of Research and Analysis, John Chatterley, will be joining the call today to shed more light on this emerging culture and the first survey in the industry that takes that into account.
We call up to one of the busiest Contact Centers in the world at time of year - Santa's Workshop. From WFM to FCR, we ask them to share their Best Practices with us. This entertaining but informative show is a compilation of call center best practices from the diverse team of Contact Center Experts here at BenchmarkPortal.
Judy McKee joins us on CallTalk to help us understand the Positive Coach Approach. Designed to help call center personnel gain confidence and experience in the use of learned skills and attitudes, the Posaitive Coach Approach can help reduce the work load on managers and quality assurance departments.
Judy McKee is a nationally known motivational speaker, seminar leader, sales trainer and author. Her personal philosophy of motivation through education and commitment shines clearly throughout her presentations. Judy began her career as a telephone sales representative and knows the business thoroughly. Through trial and error, she has learned what works and what doesn't work. With her roots in real estate sales, management and training, Judy branched out into motivational speaking and training for salespeople in many different business fields, and has been continually involved in this effort for the past 19 years.
Judy communicates a totally positive approach to selling and solving sales problems. She strongly believes that effective communication is the most important ingredient to the sales success for any individual. Judy trains people to develop and perfect communication skills and delivers this information in an entertaining, optimistic way which has won her a place in the National Speakers Association and the Who's Who of National Speaking.
Her expertise in the art of telephone sales has put her in demand by corporations and small businesses nationwide. Her client list includes such notables as IBM, American Express, E-Harmony, Stamps.com, Airgas Safety, Blue Cross/Blue Shield, Century 21, Pacific Telesis, Discover Card, US Bank, Sprint, SouthWestern Bell, Walt Disney World, Aetna Insurance, MetLife, AARP, The Hartford and MyLife, Guthy-Renker, Staples, Many Outsourcing Agencies, and numerous small and medium-size businesses.
Is the Customer Effort Score the new Net Promoter Score?
Just because research is published on the internet or in a business journal does not mean the research findings are true. Guest Frederick Van Bennekom, Principal, Great Brook Consulting, will be talking about survey methodology and design to determine validity.
Dr. Fred Van Bennekom helps organizations collect and apply customer and employee feedback in a statistically valid manner. The author of "Customer Surveying: A Guidebook for Service Managers," Fred teaches operations management in Northeastern University’s Executive MBA program. Before earning his doctorate, he served as an information systems consultant for Digital Equipment’s field service organization. Through his company, Great Brook, Dr. Van Bennekom conducts workshops and advises clients on their survey practices.
What is it, why all of the hype, and how can we use it to our daily challenges like retention of new-hires, adherence, quality, FCR, customer upselling and retention?
Special Guest Bob Cowen of Snowfly - a full service incentives and recognition company, will join us to answer those questsions and yours too!
Bob has been in the contact center industry for more than 30 years. During those years, he’s visited numerous centers across the country. At virtually each one of them, he observed an agent incentive program that used contests or games, leader boards, badges and various rewards. Creating and managing these incentive programs appeared to be labor intensive; they ran only periodically, for a relatively short duration and quite often the ROI was not even measured! And at the conclusion of most of them, the key metrics would revert to their prior state. In 2006, Bob saw an article in the Wall Street Journal describing how a large bank was using an on-line incentive application that motivated employees to improve attendance, adherence and reduce attrition, especially new-hire attrition. It used brief on-line games, leader boards and rewards and it operated full time. This sounded remarkably like what he had seen in call centers but had been automated, offered as a cloud service and could run continuously. Recognizing the huge savings potential this represented, he contacted the company that provided the on-line application, Snowfly and the rest, as they say, is history.
Do you want to improve your performance and the performance of your staff? Of course, the answer is yes. We all do. But first we need distinctions between managing and parenting--as well as managing and leading--so managers (and everyone else) can develop both professionally and personally.
ROSANNE D'AUSILIO, Ph.D., an industrial psychologist, consultant, master trainer, best selling author, executive coach, customer service expert, and President of Human Technologies Global, Inc., specializes in human performance management. Over the last 25 years, she has provided needs analyses, instructional design, and customized, live customer service skills trainings as well as executive/leadership coaching. Also offered is agent and facilitator university certification through Purdue University’s Center for Customer Driven Quality.
Get in touch with Rosanne!
Unless we're in a churn and burn business, customer retention is critical to achieve long term profitability. But how do we know what drives customer retention? We may have lots of anecdotal data, but can we be scientific to identify those customers are very likely to return and to give good word of mouth? Dr. Fred Van Bennekom of the Northeastern University's Executive MBA Program, joins us shed some light on those questions!
Recently, several key metrics have arisen to measure customer sentiment. The Net Promoter Score (NPS) is the best known, but the Customer Effort Score (CES) is a new entrant in the field. Both are controversial. In this first presentation of two we will discuss NPS. Specifically, we will look at the research basis behind NPS and ask whether there are other metrics that might better indicate a loyal customer. Or, perhaps more importantly, might identify a customer in need of some service recovery event to move them toward loyalty.
Dr. Fred Van Bennekom founded Great Brook to help organizations collect and apply customer and employee feedback. Great Brook conducts workshops on survey practices along with advising clients on their surveying practices. Fred authored Customer Surveying: A Guidebook for Service Managers and he teaches operations management in Northeastern University’s Executive MBA program. He served as an information systems consultant for Digital Equipment’s field service organization before earning his doctorate.
We will be discussing the reasons why Support Organizations choose to go virtual, advantages to leverage, roadblocks to avoid, and some lessons learned from out in the field.
Jesse Hoobler is the Director of Worldwide Software Support at Pitney Bowes Inc., a $4.9-billion company that provides technology solutions for small, mid-size and large firms that help them connect with customers to build loyalty and grow revenue.While at Pitney Bowes, Jesse has been on a five year journey to transform the support organization into an award-winning business service, driving excellence through customer experience. By focusing on customer adoption and realized value, his support organization has seen dramatic improvement in customer satisfaction and loyalty. Prior to joining Pitney Bowes, Jesse led the support organization at Chronicle Technologies, an industry leader in management software for the restoration and construction industry. During his tenure, Jesse virtualized Chronicle’s support center, cutting costs and driving efficiency gains through a 100% work-from-home agent model. Jesse holds a Masters in Computer Science from The College of Saint Rose.
Bruce talks with Greg Van Zandt about the up and coming generation of contact center employees - The Millennials aka Generation Y.
Who Are They? How are they different from those before them? What drives them? What are their social attributes? What are their strengths?
Leveraging their Strengths: Considerations when managing this Generation,
Implications on: Recruiting, Screening and Training, Scheduling, Work
diversity, Training / Coaching, Contact Center and Corporate culture, Leveraging technology, Leveraging Millennials’ unique characteristicsRevving up for Gen Y: Dynamic Scheduling, Acknowledgement and Motivational Feedback and Coaching, Tinkering, Incentives.
Greg Van Zandt is a Customer Service professional with over thirty years’ experience in developing and managing customer service organizations for predominately Fortune 1000 consumer products companies. Professional services experience includes projects across many industries: financial, insurance, hotel/travel, automotive, utility, consumer and business products industries, and federal government with a focus on customer service operations. Greg has significant experience in multi-site contact center and field service management, rules based routing, and customer focused multichannel handling optimization. Greg is a founding member of the Board of Directors of the Center for Customer Driven Quality, Purdue University, past member National Board of Directors, Society of Consumer Affairs Professionals, past Executive Chair Electronics Industries Association Consumer Affairs Counsel, and is a Chicago Regional Coordination team member of the Contact Center Networking Group (CCNG).
Steve Ellis, from Eye Med, will share five key steps to designing an effective Voice of the Customer program that focuses on the customer experience and drives continuous improvement throughout the organization.
Steve Ellis is Sr. Director of Customer Care for EyeMed Vision Care. He has over 2 decades of leadership with a proven track record to deliver outstanding results at Sprint, Florida Power & Light, Comcast Cable and EyeMed. Steve has experience in marketing, sales, customer service, call center, strategic planning and general management leadership. Steve is a graduate from OH University and lives with his family in Cincinnati, OH.
Ed Poorbaugh, from Sysco, shares how they have improved their average quality score from 88.7% to 94%, and reduced turnover by 15%. They are delivering service with a S.M.I.L.E.
Ed Poorbaugh has held a number of positions in warehousing, transportation and information technology operations during his 17 year career with Sysco. Prior to his current role, he managed the IT operations for the Southwestern United States and was the project manager for several successfully enterprise-wide software development projects. Ed was an integral part of the design and implementation of Sysco’s new call centers in Houston and Dallas, Texas. Currently, he is responsible for the operational and quality performance of the support center, including the management of telephony and other technology platforms used to deliver a cost-effective and customer focused experience. Ed has a B.A in English with a minor in Environmental Sciences from the University of New Mexico.
With Special Guest, Steve Riddell, from Blinds.com
Stop being a “Lemming” and learn how to achieve extraordinary results in record time.
Contact Centers pretty much operate the same way and most call center managers are guilty of taking a “lemming” approach to management, process and growth. Lemmings plod along doing the same things in the same way, following the same path others follow. If you have been around this industry for any length of time, there’s really not that much that comes along that that is ground breaking, earth shaking and record shattering. If you want to change your course and have “Break-Out” results in short time durations then this is the session for you. Mr. Riddell will show you step by step how he “re-engineered” a small call center with Blinds.com and achieved award winning results in short time durations.
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