15 Quotes to Inspire Customer Service Excellence

Q: What are some ways to inject positivity in theworkplace?

LESLIE O'FLAHAVAN | @LESLIEO

" B E S I N C E R E A B O V EA L L . P O S I T I V I T Y

W I T H O U T S I N C E R I T Y I SL I K E A S P A R T A M E . "

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NEXT CALLER| @NEXTCALLER

" M O D E L P O S I T I V I T Y . I FI T D O E S N ' T E X U D E

F R O M Y O U , I T W O N ' T B EE M B R A C E D O R S H O W N

B Y A N Y O N E E L S E . "

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ROY ATKINSON| @ROYATKINSON

" I T S O U N D S S OS I M P L E , B U T P U T T I N G

O N A S M I L E A N DS A Y I N G G O O D

M O R N I N G / A F T E R N O O N /E V E N I N G W O R K S

W O N D E R S . "

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Q: What do you see as theleading causes of burnout in

your center? How are youworking to combat them?

COLIN TAYLOR| @COLINSATAYLOR

" B U R N O U T O C C U R SW H E N P E O P L E ' S S K I L L S ,

T A S K S , A N D P A C E A R EN O T A L I G N E D . A B I G G E R

M I S M A T C H L E A D S T OF A S T E R B U R N O U T A N D

H I G H E R S T R E S S . "

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ERICA MANCUSO| @ESMANCUSO

" M O N O T O N Y L E A D S T OB U R N O U T . W E K E E P O U RE M P L O Y E E S C H A L L E N G E D

B Y G I V I N G T H E MC H A L L E N G I N G P R O J E C T SA N D O P P O R T U N I T I E S T OT R Y S O M E T H I N G N E W . "

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Q: What are some simple, low-cost ways to share new

product knowledge with thefrontlines and across the

organization?

JUSTIN ROBBINS|@JUSTINMROBBINS

" I B E L I E V E T H A T T H EB E S T W A Y T O K N O W A

P R O D U C T I S T OE X P E R I E N C E I T F I R S TH A N D . I ' D L O O K F O R

W A Y S T O G E T H A N D S O NI F P O S S I B L E . "

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JENNY DEMPSEY|@JENNYSUEDEMPSEY

" W R I T E A S O N G A B O U TY O U R N E W P R O D U C TA N D S I N G I T T O T H E

T E A M . "

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LESLIE O'FLAHAVAN| @LESLIEO

" A T I D Y , W E L L -M A I N T A I N E D , C O N C I S E

K N O W L E D G E B A S E H E L P SS H A R E N E W P R O D U C T

K N O W L E D G E W I T HF R O N T L I N E S & A C R O S S

T H E O R G A N I Z A T I O N .C R E A T E I N C E N T I V E S F O R

A G E N T S T O A D DK N O W L E D G E . G I V E B I GI N D I V I D U A L R E W A R D S

F O R D O I N G S O . "

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Q: How do you encourageagents to lead change in your

organization?

JEREMY HYDE| @JEREMYHYDE_

" F O R M E , E N C O U R A G I N GE M P L O Y E E S T O L E A D I S A

G R A S S R O O T S E F F O R T .T E A C H A N D M E N T O R S OT H E Y C A N B E E F F E C T I V E

C H A N G E A G E N T S . "

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NATE BROWN| @CUSTOMERISFIRST

" Y O U R A G E N T S N E E D T OB E A P A R T O F C R E A T I N G

Y O U R S E R V I C E V I S I O N . I FT H E Y H A V E S K I N I N T H EG A M E , T H E Y W I L L H E L P

M A K E I T H A P P E N . "

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JEREMY WATKIN| @JTWATKIN

" E N C O U R A G I N G A G E N T ST O L E A D C H A N G E

R E Q U I R E S F I R S T T H A T W EL I S T E N T O T H E M A N D

H E L P T H E M P U T T H E I RI D E A S I N T O P R A C T I C E . "

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Q: Do you have any advicefor speeding up the contact

center vendor selection,implementation, andonboarding process?

EVAN WATSON| @EVENWATSON

" W E H A V E A N A G E N T - L E DP R O C E S S I M P R O V E M E N T

C O M M I T T E E W I T H AR U B R I C F O R A S S E S S I N G

A N Y P R O P O S E DS O L U T I O N ' S F E A S I B I L I T Y

A N D I M P A C T . "

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NATE BROWN| @CUSTOMERISFIRST

" C O L L E C T A L L Y O U RI N T E R N A L R E Q U I R E M E N T S

A C R O S S T H E B U S I N E S SF I R S T , I N P R I O R I T Y

O R D E R . T H E N Y O U D O N ' TW A S T E T I M E W I T H

U N W O R T H Y V E N D O R S . "

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JUSTIN ROBBINS|@JUSTINMROBBINS

"MAKE YOUR LIST OF NEED,WANT, & WISH TO HAVES.DON'T COMPROMISE ON A

NEED, EVEN IF IT 'S'PLANNED FOR THE

UPCOMING RELEASE' ."

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JENNY DEMPSEY |@JENNYSUEDEMPSEY

" S P E E D I N G U P W O N ' T W O R KI F I T ' S N O T E F F E C T I V E I N

T H E F I R S T P L A C E . Q U A L I T YO V E R Q U I C K . "

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Join the conversation next time!

Topic: Emerging Contact Center Metrics

Day/Time: Tuesday, September 6 | 1pm ET

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