Great Service and Getting the Right Techs To The Right Jobs

Great Service and Getting the Right Techs To The Right Jobs

How many of you can tell me the difference between the role of the CSR and a DSR? If you haven’t been to Nexstar’s Call Center School–this is something that we spend some time focusing on. The main purpose of a CSR is to book calls. When the phone...
Great Service and Getting the Right Techs To The Right Jobs

An Inspired Call Center Leads To Improved Business

I had the great opportunity to teach at Nexstar Network’s Call Center School last week. One of my favorite parts of this class is when our attendees share their “AHA” moments with the class. Our group last week, had some wonderful insights, and I thought they...
Great Service and Getting the Right Techs To The Right Jobs

When Is It Time To Hire A CSR?

Hey Tom, how do I know if it’s time to hire a CSR? I get this question all the time and my answer is always the same; are you missing any calls because you can’t answer them? I know that all of your businesses experience spikes where the phones go crazy and you have...
Great Service and Getting the Right Techs To The Right Jobs

Taking a Closer Look At Your Coach call center

Does your Call Center have an attitude problem? Before you go through the trouble and expense of replacing members of your team make sure that you are doing everything possible to provide a great work experience for your Customer Service Representatives. Try and look...