CX RIOT RADIO

  First, I'd like to introduce you to Darby and Krash, two contact center employees who enjoy caffeine. In their first ...episode(?) they discuss how AHT can affect CSAT. That's Average Handle Time and Customer Satisfaction for you out there that don't know Call Center Geek Speak. So let's elaborate on that, since not much elaboration can be done in a (badly drawn) four panel comic. Why does incentivizing low AHT negatively affect CSAT? First, let's get some background. What does Average Handle Time mean? Thanks, Google. AHT= (Total talk time + Total Hold time) + Total ACW / Total # of Calls. Got that? Good. So from the time the call is initiated to the time spent after the call putting in notes is AHT. And a lot of companies want that to as low as humanely possible, and then some. Why? More calls mean more money. The shorter the call, the more calls the agents can take, and the more money can be made on those calls. Sounds like a winning plan, yeah? Not so fast, Ra...

This post is intended to serve as a friendly reminder that YOU are the brand. YOU are representing the brand at all times, with every interaction. Interactions with customers, interactions with employees, interactions while on the call floor, the break room , hell… even online. People like to doxx those with opinions that may not be in alignment with theirs, and they’ll be quick to latch your behavior to the company that you work for, especially if the behavior is disgusting. Is it right? No. But it is real.  Not only do you represent the brand you work for, you’re representing your own personal brand. Your reputation. Be the employee that people come in to see or call in to talk to. Be the employee that people can count on. “But it’s just a job” you may be saying. Indeed, if that’s all it is to you, you’re 100% right. There really is nothing wrong with that. A job is a job, as they say. But why not be the best you can be at it? The way you do anything is the way you do everything....

So let’s talk about OTTER. No, not the cute river animals that sound like terrifying river demons when they scream… OVER THE TOP EMPATHY & RAPPORT. OTTER is the gateway to everything. The door to a great Customer Experience.  Once you open OTTER, the sky's the limit.  How do you open OTTER, you may be asking. A good question. There are 5 keys that open the gateway: Actual Empathy Tone Active Listening Sense of Urgency Going Above and Beyond Once all five keys are turned, the Gateway opens and OTTER is yours! So let’s cover each of these individually: The first key is Actual Empathy.  Now, customers can sense fake empathy easily. Call any bank and listen to their empathy response. “I’m sorry to hear that.” Well that’s okay my dude, I was only calling for my balance, you don’t have to be sorry about that. It’s okay, really. See, it’s obvious if you’re just spouting off empathy statements because the person HAS to. Customers ain’t stupid. Instead, practice REAL EMPATHY. ...