Rigoberto E. Log

To be successful in a call centre environment, agents must be able to deal with a high volume of frequently angry customers. They must be able to follow a script and provide information that is not scripted. They must be patient, listen, and adapt as needed. A call centre agent needs good communication skills, which includes the ability to listen. As described in our first blog in this series: Soft Skills as a Predictor of Call Centre Agent Performance, the qualities that make an agent likely to succeed are classified as soft skills. It is not likely that one can determine who has these skills by looking at résumés. The standard interviews most companies conduct will not ferret out the soft skills either. To be sure, human resources will want to evaluate candidates’ résumés to see if they display the computer knowledge and keyboarding skills necessary to do the job. However, a candidate’s typing speed does not give you meaningful information about how long they will last on ...

Delivering effective and efficient customer service through integrating channels and introducing self-service/automation is a real opportunity for many organizations. There are many examples of where this has had a significant impact on improving the customer experience, increasing efficiency and reducing cost and made a positive contribution to both service provider and customer. Martin Jukes of Mpathy Plus explores five areas of omnichannel design, highlighting key considerations to make when perfecting your strategy. Omnichannel Design Considerations When looking at omnichannel design, there are a number of considerations that I have grouped into the following five key areas: Customers Technology Content Resources Outcome Let’s explore each of these areas, highlighting the considerations that we need to make to create a channel strategy that helps us to shift customers to self-service and automation, while also improving the advisor experience. 1. Customers Th...

Happiness in your home often equates to happiness in your daily life. Since we spend so much time on home, it impacts our lives a great deal. For people who work from home, the effect is even more pronounced. Feel at ease in your home in order to face life. Below are some solid tips for turning your home into your sanctuary. There are easy improvements you can make in your house that will make it more comfortable and less stressful for you. Customize your home to your own personal needs and wants. Being comfortable and relaxed in your own home is what is important. If you are going to sell your home and it does not suit the buyer, they can always fix it to suit themselves. Think about expanding a room if it is too cramped. Re-organizing your belongings can create more space in any room; however, it still may not be all the space you need. Even gaining a small amount of space can build improve the flow and the spaciousness of an area. Recreational additions to the home should be...