Ask Mr. Lee

Best Practices Q&A

Questions:

• Approximately how much time per agent per month do you spend with providing agent feedback based on the recordings?
• What do you consider an adequate sample size to evaluate quality and/or guest experience?
• How do you present screen capture in a positive way?
• In large multi call center environments, where different centers "compete" for recognition and incentives, how do you succeed in calibrating overall performance when the competition is so cut-throat?
• What does “coaching” really mean?
• Who in your opinion demonstrates the ultimate customer experience?
• How do you justify employee development when you’re trying to contain costs?
• With the volume of calls we handle, there’s no time to get the team together. Are there things we can do to substitute for team meetings?
• We have been asked to do some research on the feasibility of having WAHAs – work at home agents. What are your thoughts about WAHAs?
• We seem to be collecting more data than ever, but I’m not sure it makes a difference. Is data analysis really that important to customer service?
• December is brutal on my call center team. How do I keep up energy, morale and performance?
• How should calibration sessions be implemented effectively?
• Does my current monitoring form give me the information I need?