Examine the two reasons customer service representatives don’t sell, and how to overcome them

By Lisa Pustelak, RCDA Senior Consultant An abundance of customer service representatives have to meet certain sales metrics to retain their position in today’s ever-changing and competitive marketplace. This is not a new idea. Years ago, as an outside sales manager, my team of customer service reps was expected to provide leads and eventually ended up being forced into a sales position or...

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Be part of the contact center transformation: Customer interactions analytics-driven quality assurance

By Edward Clark, RCDA Senior Consultant (Principal Speech Analytics Consultant) There’s an evolution in quality assurance which started several years ago. It started with a few questions like the ones below: • How can the frontline utilize the unused recorded calls? • Could the insights be formatted for ease of access and use? • Can the data be used to improve NPS? • How can we use the...

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Support your brand strategy with four contact center techniques

By Rich Hand, RCDA Consultant The contact center is the channel used by many customers to develop their first impression of your organization. While the website is often the face of the company, when a customer wants to speak to someone in person, no matter the reason, the agent in the contact center gets the call. This is where the marketing hype meets the reality of your organizational...

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Coaching versus criticism: How to drive peak performance in contact centers

By Rich Hand, RCDA Consultant In most call centers within which we work, there is usually an operations team responsible for immediate performance goals and a quality team listening to calls to analyze the entire call to determine whether or not the agents are mastering the required call components and behaviors. The quality teams generally work from a checklist and listen to every detail to...

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Top cable and satellite executives testify about industry customer service practices before the Senate

By Vicky Egan, RCDA Senior Consultant On June 23, 2016, cable and satellite television executives testified before a Senate Government Affairs subcommittee about their industry’s customer service and billing practices. Senators presented stories from personal and constituent experiences, and they asked what each witness was doing to address ongoing consumer confusion and frustration with...

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Here are four must-have leadership qualities

By Lisa Pustelak, RCDA Senior Consultant Great sales or customer service representatives don’t necessarily become great leaders. And not all leaders have inherent customer service or sales skills if they have not grown and been promoted organically from handling phone calls as a representative. Many of the leaders we work with were promoted because they had great sales or service metrics, not...

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