When you think “great customer service,” you probably don’t immediately think of the word “agility.” It might seem like friendly agents and the ability to quickly resolve problems would be the top criteria instead.
It’s been said that the most challenging part of a business is managing people, and many managers know this all too well. What’s more, this can be further compounded when you have a team that is multi-generational in your call center. Now that Baby Boomers are often working alongside those in Generation X and Generation Y age groups, there are some generational differences in the workplace being seen that can impact everything from camaraderie to productivity, and everything in between. This can include things like varying degrees of technological savvy, different communication preferences and opposing approaches to tasks.
Here are some employee management tips on how to handle these differences, so you can reduce conflict and improve the relationships within your call center.
You’ve probably heard about virtual assistants or maybe have even used one yourself at some point. But did you know that what the term “virtual assistant” encompasses can differ greatly depending on your role and your industry? It’s important to understand how virtual assistants can be used in the context of your business, along with all the benefits of having a virtual assistant, before deciding if it’s right for you.
If you read our previous post in which we shared our predictions for outsourcing trends in 2019, you might be wondering what else we’ll see in the industry in the New Year. Don’t worry; we’ve got you covered. In this post, we’re going to delve into the final four predictions we have for the coming year. Let’s dig in.