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| General Discussion The CallCenterOps Forum allows you to seek the advice of other knowledgeable call center professionals. Post your call center related question and contribute your opinion to others seeking advice. (No advertising is accepted - posts will be removed.) |
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10-09-2002, 02:46 AM
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TalkBack: Communicating with Your CSRs
TalkBack: Communicating with Your CSRs
Community interaction based on the current newsletter. Keeping reps informed about changes in the business, procedures and new products and services is a constant. Read our opinion and then add yours. What are the best means of communicating to CSRs and call center staff in your operation? Share your "best practice" and your thoughts on Communicating with Your CSRs. 
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10-16-2002, 08:33 PM
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It is omportant to "humanize" the Call center environment. Therefore it is important to communicate effectively.
In our call center we use several avenues of communication: TV Monitors Reader boards Bullentin Boards Monthly Focus Groups Web Browser Suggestion Box w/ Weekly Responses While all of these avenues are helpful. From a director perspective I find the monthly focus groups the most meaningful for the agents. It is personal, gives an human touch and helps create a touchpoint to the CSRs.
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