A Powerful Pair: Drive customer service rep performance with these two metrics
Measuring customer service rep performance is a topic that has often been controversial. Performance measures are usually tied to behavioral expectations and standards, so many questions can arise: Are the measures fair? Are they truly within an individual’s...
Improving Customer Service: More Than Meets the Eye
Consider any aspect of improving customer service you want. Let’s say handling service issues correctly the first time so that there’s no unnecessary additional work. You’ll soon discover that there’s more to it than may at first meet the eye....
Employee Motivation: Make It Personal
We all have many things in common. We want to do work that matters. We want to be supported and empowered. We appreciate recognition for a job well done. But we’re also wired differently and general motivation doesn’t always go far enough. Generic advice...
Want Engaged Employees? Eliminate Conflicting Objectives
I remember visiting an organization and being given a list of team members ranked by their “productivity.” The person at the bottom of the list was helping fewer customers and more of her cases were still open, waiting for resolution. Her manager was concerned. But as...