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

Client communication and business is very important whether doing business or solving problem. Errors and Miscommunications can occur between client and business and if approached properly, they can present a positive learning experience. Working with the client to fix error can foster mutual respect. 𝐇𝐞𝐫𝐞 𝐚𝐫𝐞 𝐬𝐨𝐦𝐞 𝐭𝐢𝐩𝐬 𝐨𝐧 𝐡𝐨𝐰 𝐭𝐨 𝐈𝐦𝐩𝐫𝐨𝐯𝐞 𝐜𝐥𝐢𝐞𝐧𝐭 𝐜𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧  𝐓𝐫𝐚𝐢𝐧 𝐞𝐦𝐩𝐥𝐨𝐲𝐞𝐞𝐬 Employees are often the first the interact with clients, it's important to focus improving employees' communication skills. teach your team members conflicts management skills to de-escalate customer conflicts. 𝐌𝐚𝐤𝐞 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧 𝐞𝐚𝐬𝐲 Customer appreciate being able to communicate with a business easily. Consider becoming more communication-friendly. 𝐌𝐚𝐢𝐧𝐭𝐚𝐢𝐧 𝐑𝐞𝐬𝐩𝐞𝐜𝐭 Respect and communication are key to forming a trusting relationship. when you show respect to a client, they're more likely to show respect to you as well.  𝐄𝐱𝐩𝐞𝐜𝐭 𝐚𝐧𝐝 𝐚𝐜𝐤𝐧𝐨𝐰𝐥𝐞𝐝𝐠𝐞 𝐟𝐞𝐞𝐝𝐛𝐚𝐜𝐤 Client feedback can be a great way to learn and it helps business to determine its strengths and weaknesses. 𝐂𝐨𝐫𝐫𝐞𝐜𝐭𝐬 𝐄𝐫𝐫𝐨𝐫𝐬 Start asking client what error they believe has occurred then compare it with how business sees the error, from their find solution

Your customer service team needs phone skills. There are two ways you can use a training video: Option 1: Assign it and forget it Option 2: Facilitate real growth Customer-focused leaders choose option two. The video helps, but YOU are the guide. Your role as a leader is to help your team build essential customer service skills. I've created a facilitator's guide to help you become an expert trainer. It will help you build useful, authentic phone skills with your team. Note: you'll need access to LinkedIn Learning to follow the guide. https://lnkd.in/ea-nEkZk

In today’s fast-paced business environment, maintaining simple operations is crucial. Simplicity doesn’t mean shunning technology; rather, it embraces technology to streamline processes. Effective operations focus on 1-2 SMART objectives, no more than 3. Problems should be resolved on-site (gemba) - a 30-minute visit is often more productive than lengthy boardroom meetings. Heavy procedural manuals are less effective compared to visual and straightforward instructions. Immediate feedback is invaluable and should be based on facts. Providing feedback requires skill, but receiving feedback also demands significant capability. Remember, problems are solved by addressing processes, not people. #LeanManagement #OperationalExcellence #ContinuousImprovement #Kaizen #Gemba #FeedbackCulture #SimplicityInBusiness #SMARTGoals

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.

I am so excited to be speaking at the Quality Assurance and Training Connection (QATC) conference, 9/17 - 9/19, 2024! My speaking date is 9/18/2024 and I can't wait to meet other Customer Service Professionals and share, learn and connect with my audience. #customerservice #serviceisthebusiness #leadership #passion The Agile Contact Center – 5 Hallmarks that Ignite Results-Driven Performance.  To be effective, customer service must be central to the organization and integrated into the business sectors that interact with and impact customers. Customer service goes beyond the department. Customer service is a strategic leadership principle that serves as a direct bridge and relationship to customers. It is a key concept that must be instilled in and throughout the organization. When customer service is aligned with the client's needs, the appropriate dialogue, actions, projects, and initiatives occur. What 'drivers' must be present to set this in motion? In this interactive session, Tonya Haynes shares the lessons, experiences, and pitfalls she's learned over her 20+ years of directing customer service organizations, as well as the approaches she's used to establish service and support infrastructures that are sustainable, innovative, and profitable. Attendees will learn the secrets to hiring the right People, aligning operations for the greatest customer experience, identifying, implementing and integrating Systems and Technology, and establishing feedback channels, monitoring and governance efforts.  – Speaker: Tonya Haynes, Phoenix Business Development Group Conference Agenda – Quality Assurance and Training Connection (qatc.org)

Discover how turning corrective actions into one-point lessons can revolutionize your workplace learning culture! Check out this insightful blog post! #CorrectiveActions #quality #improvement

Encourage employees to voice their frustrations and challenges. These are very likely business losses you can do something about! So make it a priority to unblock this source of feedback when implementing tier meetings. Get more insight into tier meeting FAQs here: https://hubs.la/Q02K8Kll0 #dailymanagement #teamwork #problemsolving #lean #faq #operationalexcellence

Yesterday I posted about our upcoming DIY+ program to assist campanies to at least begin developing/improving their systems with Quality as the focus. A great beginning to inspire earning ISO 9001 certification. The first milestone is the Kick-off and Strategic Planning. 3 videos only for this and is all around the programmatic aspects of realigning company's processes to having a legit QMS. Plus you get our Consulting Worksheet with Questions to tailor your program. I've seen tons of benefits that are not much written about for companies that started putting quality at the forefront. Read on to the last benefit 😉 🔹 Continuous Improvement: Naturally begins the culturre of Promoting ongoing improvements and ensures staying ahead and continuously enhance our processes. (a structured problem solving program is initially put in place) 🔹 Engagement and Support: Engagement and supporting personnel at all levels fosters a culture of quality and continuous improvement. 🔹 Communication: Improved emphasis and importance of effective management and consistency which keeps everyone aligned and focused. As well as relationship building across all interested parties. Using the Management Review as the main mechanism. 🔹 Promotion of Process Approach: Encouraging a process-oriented approach and risk-based thinking in order to automatically identify and address potential issues proactively. 🔹 Integration: (My favorite) Seamlessly integrate QMS mindset into business processes. 🔹 Resource Allocation: Ensuring all necessary resources are identified and made available to achieve QMS endeavors and objectives. 🔹 Attracts Higher Quality Customers and Investors: Nothing says growth better than being able to serve more elite customers which also stimulates continuous improvements. (a high % of our certified customers have been acquired by much larger firms). 😍 Reach out by messaging your company's interest in this solution. Certification is an excellent achievement for 2024! We have also been busy in overhauling our website. Soon, these videos and programs will be available on our website. Meanwhile, see our article "Effective Leadership Strategies for Successful ISO Implementation & Rollout." https://bit.ly/3xwsZW3 In our Pursuit of Excellence, we've crafted methodologies that have led companies to earn ISO Certification for over 25 years. Either take advantage of this DIY+ or our traditional SurePath solution. Certified already? We can support the ongoing IAs. Let's continue driving business forward with ISO, embracing systems that deliver results. 🌟 Let's talk systems! 🌟

Four 90-minute sessions is all it takes to build your company's Baldrige-based Continuous Improvement (Strategic-Engine) System. Imagine... 💡 Your employees having a systematic way to report and resolve customer and operational issues the moment they occur. 💡Creating a culture of excellence where every employee knows how to work together to optimize the performance of your organization. 💡Strategy, creativity, innovation, and improvement occur organically. As your Continuous Improvement System revs-up the results will start pouring in: 👍 Employee will be engaged, empowered, recognized, supported, and developed as future-leaders. 👍Leaders will have real time visibility into what is working and what is broken in your organization (and have a good idea how to fix it.) 👍Customer complaints will turn into complements as reported issues are quickly resolved. 👍Recurring operational "fires" will be put out forever. 👍Your company's culture will achieve "best place to work" levels. 👍Your business will become more sustainable and scalable. 👍Sales, profit, and value GROWTH should soar! Join the Baldrige Institute's Continuous Improvement QuickStart program occurring Tuesday mornings in February 2025. ➡️ Dates: February 4th, 11th, 18th, 25th 2025 ➡️ Times: 12:00 PM - 2:00PM ET ➡️ Location: Zoom based login sent after registration. https://lnkd.in/gssAXiqe You will receive everything you need to engage all of your employees -- from your executive suite to your front lines. Sessions are non-theoretical, non-technical, and non-threatening. Instead, you will be guided in customizing and deploying the management systems that build your organization's Continuous Improvement Cycle. ⭐ Tuesday February 4: Customize and deploy your organization's Suggestion System that captures issues and ideas the moment they occur. ⭐Tuesday February 11: Customize and deploy your organization's Consensus System that engages all the right voices at all levels of your business to solve issues holistically. ⭐Tuesday February 18: Customize and deploy your organization's Meeting Management System to monitor and report progress, blockers, and next steps. ⭐Tuesday February 25: Learn MangeHub's "Facilitated Management" approach where you will learn how to engage your team in managing all aspects of your organization's Continuous Improvement (Strategic) Cycle. Sounds amazing, right?! Space is limited. Sign up now: https://lnkd.in/gssAXiqe Baldrige Foundation Josh Racette '#Baldrige #Strategy #ContinuousImprovement