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Judy McKee Wakes Up the Call Center Community
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Manage episode 63889340 series 5647
McKee asks the call center to stop measuring by “TDMD” meaning time, dollars, minutes and dials. TDMD is not enough to give a call center leader and its partners enough insight into the call center operation and its products. McKee has big dreams for the call center industry and its potential to serve the customer. But this should not be done by sacrificing the employee. By doing right by the customer and the call center representative, the call center will begin to improve its standing with the entire organization.
McKee urges call center leaders to re-focus on the lifetime to stop operating in a quarter-to-quarter mind-set.
In 2010 we need to take the actual steps required to evaluate call center performance. The call center needs to regain its footing as an instrumental asset to the organization as a whole. This can happen by treating each call center representative and customer with care. Call center representatives need to treat the customer as the customer wants to be treated, meaning communicating in a clear style understandable for the customer. This cannot be achieved with a one-size fits all script.
Are your call center representatives able to diffuse customer anger and frustration? Coaching call center representatives to respond better includes an overhaul of their communication style and tactics. But these changes don’t happen over night. Call center individual performance improvement demands individual coaching and feedback.
In this podcast hear McKee’s simplistic methodologies to improve the performance of your call center representatives.
11 episodes
Archived series ("Inactive feed" status)
When? This feed was archived on October 21, 2023 06:21 (). Last successful fetch was on September 26, 2019 01:15 ()
Why? Inactive feed status. Our servers were unable to retrieve a valid podcast feed for a sustained period.
What now? You might be able to find a more up-to-date version using the search function. This series will no longer be checked for updates. If you believe this to be in error, please check if the publisher's feed link below is valid and contact support to request the feed be restored or if you have any other concerns about this.
Manage episode 63889340 series 5647
McKee asks the call center to stop measuring by “TDMD” meaning time, dollars, minutes and dials. TDMD is not enough to give a call center leader and its partners enough insight into the call center operation and its products. McKee has big dreams for the call center industry and its potential to serve the customer. But this should not be done by sacrificing the employee. By doing right by the customer and the call center representative, the call center will begin to improve its standing with the entire organization.
McKee urges call center leaders to re-focus on the lifetime to stop operating in a quarter-to-quarter mind-set.
In 2010 we need to take the actual steps required to evaluate call center performance. The call center needs to regain its footing as an instrumental asset to the organization as a whole. This can happen by treating each call center representative and customer with care. Call center representatives need to treat the customer as the customer wants to be treated, meaning communicating in a clear style understandable for the customer. This cannot be achieved with a one-size fits all script.
Are your call center representatives able to diffuse customer anger and frustration? Coaching call center representatives to respond better includes an overhaul of their communication style and tactics. But these changes don’t happen over night. Call center individual performance improvement demands individual coaching and feedback.
In this podcast hear McKee’s simplistic methodologies to improve the performance of your call center representatives.
11 episodes
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