Hidden Obstacles to Outstanding Contact Center Service

Are you endlessly trying to get agents to improve their customer service? There might be a culprit you’ve never considered. Discover hidden and counterintuitive obstacles that hurt agent performance.

You’ll learn:

• Why rewards and games often makes service quality worse
• How wall boards can increase your queues
• What secret your agents know that can immediately improve service

Guest Jeff Toister

Jeff Toister is a best selling author who has written three customer service books, including Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service. Feedspot has named his Inside Customer Service blog one of the Top 50 customer service blogs on the planet.  Jeff has been recognized as a customer service thought leader by Global Gurus, ICMI, and Comm100. Thousands of customer service professionals subscribe to Jeff's Customer Service Tip of the Week email, and have taken his video-based training courses.