Years ago, we hired our dream employee. We believed they would perform above and beyond the expectations of a usual call center agent. But after a year, this employee wasn’t performing as well as we hoped. We sat them down to discuss their performance and found...
Too many companies think they can do it all by themselves. They get a research and development team, a marketing team, and a customer support staff so they can keep everything in-house. While this is certainly an achievable goal if you have the resources to...
Some callers seem impossible to please. But that’s never truly the case—call center agents probably just don’t know enough about the caller to adequately assess and solve their problems. This often stems from a failure to connect on a personal level. Of course, it’s incredibly difficult...
At ClearSource we believe all of our employees deserve to be happy and healthy. But how do we maintain this goal in an industry with horribly high turnover rates? With our refined agent performance evaluation strategy. Find out how to evaluate call center agent performance in...
Learn Why Good Employees Leave Their Jobs In conversations with other business leaders, a common concern out there is the fact that unemployment rates are so low that it’s easy for people to find a job anywhere. And so the question becomes, I’ve got really great...
What is Exceptional Customer Service? Every week we have a new hire class. I have the great opportunity to welcome our new hires to the company. And as part of that, I talk about customer experience. And I always ask them this question. I say, how...
Who is Your Customer I like to ask people sometimes if they know who their customer is, and I get answers all across the spectrum. Some people say, well it’s the person who is buying my products. Others will say it could be anyone. And I...
Everyone Should Attend Leader Training I’m really big on leadership training, and I invite a lot of people to participate in leadership training, but sometimes I get a little pushback. People will say, well I’m not in a position that has direct reports. Why would I...
I’ve never seen an underperforming employee who is being led by a great leader. In his book Good to Great, Jim Collins, talks about this concept of the bus, right. And having people in the right seats on the bus. I get that. But too...
You know, I can’t tell you how many times someone has said to me, you can’t train empathy. You have to hire for it. I think that’s a myth. And I’ll tell you why it’s not about training empathy. There are companies out there today...
