When it comes to squeezing the most out of a call center, e-retailers should quickly identify stars and reward the best performers. That’s just one of the messages Greg Fettes, president and CEO of customer service technology and services vendor 24-7 INtouch, will discuss in his presentation at the Internet Retailer Conference & Exhibition, in Boston next week.
Doing so, Fettes says, will result in better, more efficient customer service. And, offering solid customer service cultivate more loyal shoppers, Fettes will reveal in his session, Finding and fostering call center stars.
Leslie Agerland, director, online program development for e-retailer ShopNBC.com, also will be speaking in the session. She will discuss program goals and expectations of her contact center staff and offer examples of how ShopNBC.com recruits, trains and recognizes their employees.
The session will focus especially on keeping employees motivated using means other than money, such as by offering recreational facilities and break areas where employees can socialize, inviting top- agents to company functions such as awards dinners and by rewarding standouts with perks.
Additionally, retailers should take the time to train staff and help them become subject matter experts. This Fettes will explain, will foster a sense of accountability and pride and boost employee retention rates.
Finally, Fettes will explain how e-retailers should break the rigid scheduling stereotype associated with contact centers and offer employees flexibility in their hours and their schedules. Doing so, Fettes will explain, will result in happier employees and increased productivity in the long run.
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