[Video] The AvoCAREdo Show

Posted: March 20, 2019

We spend 1/3rd of our entire lives at work, so it’s vital to be tuned into what you need to be happy and healthy there. What’s more, customer experience and customer service are difficult fields to work within. I’ve written before about the impact of emotional labour on call center employees, and the difficulties that come when call center work is stigmatised. Because of this,…

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Constructive, Positive Feedback Tips for Your Contact Center Agents

Posted: March 4, 2019

As a contact center leader, you will know the importance of feedback to help your agents continuously learn and improve their work. Truly effective contact centers recognize that agent development should continue to occur even long after initial call center training, and that constructive feedback and coaching should be a part of the entire employee lifecycle. Many management development programs teach the basics of giving…

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Creating Customer Heroes: How Your Agents Can Become Customer Storytellers

Posted: May 8, 2018

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they…

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More Than Just Lip Service: How To Turn Corporate Values into Lived Behaviors in Your Contact Center

Posted: March 2, 2018

Communication – We have an obligation to communicate.Respect – We treat others as we would like to be treated.Integrity – We work with customers and prospects openly, honestly, and sincerely.Excellence – We are satisfied with nothing less than the very best in everything we do. Do these corporate values sound familiar to you? Given that some 89% of companies have core values of some kind, it’s likely…

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