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Articles by Daniel Ord
Webinar: Building a Productive and Efficient Contact Centre
Webinar Date - Thursday 27th January 2022 at
14:00pm UK time Click here to register Broken processes, repeat contacts and escalations. These are all examples of problems that hinder contact centre productivity and impede efficiency. Due to time and resource restrictions, these chinks in the contact centre’s armour often go unaddressed, much to the detriment of the customer and employee experience.
Register: Building a Productive and Efficient Contact Centre
Book your free place now! First Name Last Name Email Phone Job Title Company Country State / Province Approx Number of Agents in your Company/Organisation Industry Sector Human Test: What is 5 + 3 ? By ticking either box you will confirm your registration and that you consent to our Privacy Policy. We process your data and share it with the Sponsor through legitimate interest. Without doing so, we would not have the funding available to bring you our industry-leading webinar programme.
What contact centre teams can learn from customer experience professionals
I’ve written extensively about what CX folks can learn from contact centre folks. You can read an earlier article I wrote about it here. Today I flip the perspective and ask – what lessons can contact centre folks learn from CX folks? Because the nature of the work between the roles is different – no matter how much contact centre folks rebrand themselves as customer experience. And there are so many lessons contact centre folks can learn from their CX colleagues.
What CX leaders can learn from contact centre managers
There’s no question that customer experience as a recognised business discipline continues to gain traction around the world. Over the past decade, CX consultants, practitioners and associations have identified competencies and practices for success – such as those established by the CXPA in their CCXP Certification programme. And the public relations buzz around CX isn’t too bad either. Conferences, whitepapers, training providers have all expanded around the topic.
Webinar: A Smarter Approach to Contact Centre QA
Webinar Date - Thursday 30th April 2020 at
14:00pm UK time Click here to register A smart approach to quality assurance (QA) can positively change advisor behaviour, motivate the team and measure customer experience. It goes way beyond ensuring compliance. But, how can we ensure that we are gaining all of these benefits in our contact centre?
Register: A Smarter Approach to Contact Centre QA
COVID-19 UPDATE. Coronavirus articles -
Setting up a Contact Centre - Increased Contact Volumes. Suppliers of Cloud Solutions,
or Homeworking. The Leading Contact Centre Magazine Book your free place now! First Name Last Name Email Phone (optional) Job Title Company Country State / Province Approx Number of Agents in your Company/Organisation What is 9 + 3 ? We may use your personal information to send you information you have requested. Permission lasts for 24 months.
Register: How to Make Your Agents More Productive
Book your free place now! First Name Last Name Email Phone (optional) Job Title Company Country State / Province Approx Number of Agents in your Company/Organisation What is 8 + 3 ? We may use your personal information to send you information you have requested. Permission lasts for 24 months. Permission can be withdrawn at any time.
Webinar: How to Make Your Agents More Productive
189 Filed under - Call Centre and Customer Service Webinars, Genesys Webinar Date - Thursday 14th November 2019 at 14:00pm UK time Click here to register We can’t target agents on metrics such as handling time and occupancy in the hope of improving productivity as it will either cause advisors to rush through calls or cause burnout. So, what can we do?
What Behaviours do Customer Experience Professionals Display?
In this short article I share thoughts on Customer Experience professionals – and the behaviours they exhibit not just at work – but in practice in their daily lives. I was having a relaxed lunch at McDonalds, sitting at an outdoor patio here in sunny Singapore. As I looked around, many empty tables were covered with dirty trays, even though there was a convenient Return Station located in the corner of the patio. First I thought of my Mum.
Register for Webinar: Hints and Tips for Helping Agents be Better at Their Job
Register for Webinar: Hints and Tips for Helping Agents be Better at Their Job Join us for the webinar - Thu 14th Jun 2018 - 1:00pm UK. What can be done to improve advisor performance and contact centre productivity? In this webinar, we look at hints and tips for allowing people to become better at their job. Hints and tips from the audience * If you give your permission, you agree that we can share your data with the webinar sponsor, NICE inContact.
Webinar: Hints and Tips for Helping People be Better at Their Job
- Thursday 14th June 2018 at 13:00pm UK timeIn most contact centres, individual performance will stay remarkably consistent.
Email Writing Tips to Improve the Customer Experience
Here Daniel Ord shares his experience of the Ritz Carlton, Santa Barbara customer service, before noting his key takeaways for improving the quality of emails. 100 years of history. Countless rewards. With an unshakeable credo and corporate philosophy of un-wavering commitment to service, both in our hotels and in our communities, The Ritz-Carlton has been recognized with numerous awards for being the gold standard of hospitality.
Mystery Shopping - Keeping Faith in Your Program
Daniel Ord discusses how boardrooms often react to your mystery shopping programs and the impact that it has on your reserach. I met up with a friend who works in another Mystery Shopper research firm. We like to compare notes on Mystery Shopper research and discuss practices that enable great outcomes – and those that don’t. Over coffee we came up with a couple of factors that negatively impact an otherwise effective program. “Dan – here’s what happened…most of the results were ‘ok’.
How to be a Better Service Quality Manager
It’s a new year – and a great time for Service Managers to reflect on ways to deliver more value for their Teams & Organisations in 2018. Here are some ideas. You’ve earned the right to be proud when your Service Staff competently handle Customer queries. But you serve a higher purpose when you stop and ask yourself – why do we get these queries in the first place? The courage to get up, leave your desk, and traverse your organisation to piece together the root causes of Customer contact.
How Team Leaders Can Talk Like Leaders
When you’re managing or leading a team, it’s all about the conversations. Some of my closest peers use the term ‘high frequency and high quality’ to describe the vital role of conversations with Team Members and that’s such a great way to put it. The challenge for Team Leaders is that they either don’t know about the many different kinds of conversations at their disposal or they haven’t grown confident in the use of the conversations.
Customer Experience and Courage - You’re Going to Need Some!
In the Wizard of Oz, the Cowardly Lion hopes the wizard will give him courage – only to learn by the film’s end that he had it all along. Lucky fella – he just needed a bit of coaching & self-discovery. But in the real world – especially when it comes to customer experience (CX) – courage isn’t so easy to come by. And without courage, all the brains and heart in the world won’t propel your organization to CX success.
Can Your Contact Centre Agents Compete With a Robot?
If I were employing contact centre agents today, I’d be asking how my training and development processes helped my agents be better than a robot. A lot of contact centre management complains that they can’t recruit or hold on to their contact centre agents. But I think that the smart agent has a fair question to ask: “Dear Boss…I’m aware that you guys are doing everything you can to offload voice calls to self-service options. So if you want me to stay with you there’s something I need to know.
The Risks of Channel Blending in the Contact Centre
This article assesses the risks inherent in channel blending in contact centres. Channel blending is defined as having agents work on different types of contacts coming in – simultaneously. This is a different scenario from having multi-skilled agents handle different types of contacts coming in but at different times. These days, with more channels of communication used in contact centres, channel blending seems like a logical approach to improve productivity.
3 Tips on How to Write a Better Email
There’s a lot more to writing an effective Customer email than many folks realise. In this short article, I’ll share three quick tips to help you craft a better Customer email! Your Customer will see your email before they read it. And while there is a well regarded list of design principles that can help, I’d suggest an overall approach that is even easier. The very best emails look like recipes from a cook book. I don’t cook, but I can happily flip the pages of a beautiful cookbook for hours.
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