InterAction Training’s Post

📞 Last chance to register for our August 15th webinar! Discover how to create a competitive advantage through effective call center management in our upcoming webinar, "Managing a Successful Call Center." Learn proven training and coaching techniques that empower agents to maximize technology and excel in performance. Don't miss out on this opportunity to elevate your call center operations. Secure your spot now! https://loom.ly/cBX-XvE #CallCenterManagement #Webinar #TrainingAndCoaching #PerformanceExcellence

We have a client whose SLA requires all faxes to be reviewed by 3pm. Sounds straightforward, right? But it can get complicated quickly when you factor in: • potential network issues • variable task durations • the need for client feedback. Our strategy: boil it down to basics. If living up to the SLA requires more staffing due to unforeseen factors, we'll make the case transparently. But doing so requires that our team be steeped in a particular art: Patient empathy. In a high-stress industry, where stakes and emotions run high, we ensure every manager is adept in this. Through role-playing and nuanced training scenarios, we equip our managers to stand in the shoes of clients and their teams alike, in search of common ground. It's about understanding deeply, not just playing nice. Whether it's listening to a client's concerns that keep them up at night or addressing a team's challenge, we're committed to finding solutions that resonate with everyone involved. Complexity is a given in our line of work, but our goal is to make things simple. Together with our clients, we focus on the end goal, mapping out the steps needed to consistently meet our commitments. Empathy is the superpower that enables that kind of transparent, productive partnership.

Do you work in a contact centre but have never been taught the fundamentals that can apply to all contact centres? With 75% of call centre managers starting their careers on the phones, it’s not uncommon for people to have ‘grown up’ in the contact centre. From starting on the phones, moving into a Team Leader role or specialist position, perhaps a section manager etc. before ultimately making it into the contact centre manager role. For the remaining 25%, most call centre managers come from other areas of the business, inherit the call centre function, and then try to quickly understand a lot of weird acronyms, jargon, key Performance Indicators, etc. But with no formal contact centre qualifications, degree or standards and most managers starting on the phones, it’s not surprising that most call centres simply evolve to meet the demands of your business from everything to Key Performance Indicators, processes, technology and so on. But is there a better way to do things? For the Team Leaders and Managers who have yet to work in many call centres or worked their way up from being on the phones, it’s really a case of you don’t know what you don’t know! The truth is that some fundamental practices, processes, and rules apply to best-practice contact centre management regardless of the industry sector, location, size, or function of the contact centre. And that’s what we teach in this May 2024 Introduction to Contact Centre Management course facilitated by local expert Justin Tippett! Delivered over 2 x 3-hour sessions, it's being held this Wednesday and Thursday. Link in the comments to learn more and secure your ticket.

Driving improvement with a regular cadence doesn't just happen overnight... But setting up a digital tier board will certainly expedite the process. Implementing tiered daily meetings is not an arduous process when you use the right tools. It takes a few minutes to set up tier boards on TeamAssurance and put you on the path to broader, long-term CI success. #continuousimprovement #tiermeeting #lean #operations

Growth - Retention through Expansion - Design for Customer Success Find your Catalyst with Catalyst A.C.T.S. Advising Coaching Training Speaking

Does this sound like you? 1./ A friendly and responsive client churns out of nowhere and you are caught off guard 2./ You are keen to deliver outcomes your customers desire but you get stumped by your client’s inaction or your organisations broken internal communication 3./ You have been handed a new client but you struggle to engage with them in a way that opens doors for business growth 4./ You sense the need for revenue growth but selling isn’t what your signed up for 5./ You are busy dousing one fore after another, but have no progress to show Address all this and more to deliver smooth renewals and expansions. 𝐓𝐡𝐞 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 𝐅𝐨𝐮𝐧𝐝𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐂𝐨𝐮𝐫𝐬𝐞 𝐢𝐬 𝐧𝐨𝐰 𝐥𝐢𝐯𝐞! 1./ 6 sessions over 3 weekends (Sat and Sun) 𝐬𝐭𝐚𝐫𝐭𝐢𝐧𝐠 𝐍𝐨𝐯 𝟐𝐧𝐝, 𝟐𝟎𝟐𝟒 2./ Live coaching in cohorts of 5 - 6 CSMs 3./ Bonus module on Time Management 4./ One complimentary 1-1 consultation At a pricing that lets you take the course even if you are in between jobs. Due to the live nature of the course, the seats are limited to 6. Register at your earliest. Registration and Course Details - Check link in comments.

The Secret Sause for L&D Success 🥇 In L&D, we commit to ensuring our agents meet high communication standards and consistently exceed customer expectations. But how do we truly empower them to achieve this? For me, the secret lies in business integration. If we, as L&D specialists, aim to coach agents effectively, it is impossible to be bystanders. We have to live their work — understand their day-to-day procedures, tasks and challenges, and the bigger picture of the customer experience. It’s about being part of business, observing agents` interactions with the clients firsthand, and truly digging deeper into the context of it. Investing time in integrating ourselves into the business pays off quickly. Observing agents in action provides insights that make our coaching precise and impactful. By embedding ourselves in the business day-to-day, we elevate coaching and training as powerful tools for growth. Such integration transforms generic advice into a tailored roadmap for success, as long as it is well-prepared, result-oriented, and involves capturing all valuable insights. Author of the article - Oleksandra Lazebnyk #qlab #education #training

7 questions that will shift your perspective on the growth challenge. What if we looked at the growth challenge through a different lens? What if we worried less about "Retention" and focused more on "Expansion"? What if we designed for customer success? What if we operated within our customer base with a focus on speed to impact, time to value? Who else might we serve in our customer base? How might that impact expansion within the base? What impact might that have on retention? This is not 20 questions - it's 7. And, the shift in perspective just might save your business. Looking for help. Let's talk.

Reading Report 4 The Ultimate Sales Machine CHETHOLMES Executing effective meetings The chapter delves into the need to organize structured meetings as workshops to continuously improve processes within a company. These meetings, known as “three P workshops” (Planning, Procedures, and Policies), are critical to identifying problems, proposing solutions, and creating training manuals that standardize operations. The key to these workshops is their collaborative approach, where all team members actively participate in the discussion and creation of new policies and procedures. In addition, the chapter provides practical guidance for implementing new policies, highlighting the importance of measuring their effectiveness and making adjustments as needed. In short, the chapter underscores the importance of planning and collaboration in creating an efficient and scalable business environment.

Have you read this Call Centre Helper Magazine article yet? I particularly like the tip about creating a call library of good and bad examples for agents to access and learn from.