We were excited to be able to sponsor lunch for the U-Haul team and prizes for team members recognized in the following categories (based on interactions recorded with CallCopy software of course): Above and Beyond, Most Improved, Overcoming the Objections, Perfect Tone of Voice, and Sharp Listening.

Thank you to our fabulous customers for the opportunity to be a part of this exciting event!

As you enjoy the week and take part in a host of agent-appreciation events, remember to celebrate people skills with these six simple tips from customer services guru and people-skills coach Kate Nasser:

1) An authentic smile changes everything. On the phone, in person, and even the words you use in text, chat, emails, and your website design should smile at the customer.

Studies show that a physical smile can actually change the way you sound on the phone.  Use this technique to your advantage.

2) Treat people the way they want to be treated — not the way you want to be treated.

This is important to keep in mind as every customer is different!

3) Be the sun, not a thorn. Even with thorny difficult customers, be the sun.  Shine light on the problem to be solved and fix it.

There will always be difficult customers; remember to not take it personally and to shine on!

4) A plane flies well on auto-pilot mode. Customer service doesn’t! Adapt to each customer — personalize and localize including personality type, culture, geographic differences, and generational differences.

Not only is every customer unique, but every contact is unique is well.  Use all information at your disposal to create the best customer service experience possible – every time.

5) Empathize before you analyze! Show customers you care and they will care enough to help you help them.

In most cases, customers are more than willing to tell you what they want or need.  Listen to their suggestions and be considerate of any emotional responses.

6) Kindness transcends constraints. (Tristan Bishop) There are obstacles and challenges in customer service and technical support. Kindness to the customer ensures a continued bond while you work to overcome the challenges.

Kindness is key.  In customer service, in life.

In addition to a fantastic view, the festivities included a band, plenty of ice cream, and lots of time to socialize with CallCopy friends and their families before the “Ooohs” and “Ahhhs” ensued.

Happy belated Fourth of July from all of us here at CallCopy!

We spent part of the day this past Friday moving, unpacking and getting settled in at the new digs.  Everyone helped out to make the move go as smoothly as possible and we’re all happy to have more space with room to grow!

As you may know, we’ve seen rapid growth in recent years and this move is a direct result of our continued organizational expansion.  We’d like to thank our customers and partners for their continued support.

As we mentioned back in December, we were named as a semi-finalist for a TechColumbus Innovation Award in the category of Outstanding Technology Team. Winners will be announced on February 4.

Our team members are all contact center industry veterans who love to lend a helping hand to our clients. They take a lot of pride in their work and love going above and beyond to make sure our clients are running at peak form.

Customers are noticing our efforts!

The support team was given a gift card this week by a satisfied customer thanking them for their ongoing support and customer service. Last fall, the CIO of one of our major accounts called in and gave our support manager his credit card number, telling him to buy lunch for the staff to thank them for going above and beyond.

We constantly receive compliments and rave reviews from clients and this shows in analyst reporting as well. We were rated #1 in Overall Vendor Satisfaction by DMG Consulting and regularly receive praise from our customers for our responsiveness, industry expertise and professionalism.

Great customer service and support is a major focus for everyone at CallCopy – props to our own CallCopy support team for their dedication!

cc: Community allows users to leverage the knowledge of other CallCopy customers while keeping current on industry best practices and techniques.

As a member of cc: Community, you can:

• View contact center best practice documents.
• Review helpful tech tips.
• Suggest and vote on new product features.
• Download CallCopy user manuals.
• Read frequently asked questions (FAQs).
• And more!

Get started!

New Users:
Click here to request your unique user ID and password.

Existing Users:
Click here to login now.

We encourage you to ask questions, seek advice and provide answers and advice to fellow group members.  You can also share your ideas and success stories related to contact center/agent management.

We look forward to seeing you online!

We’re excited to announce that CallCopy has been selected as a semi-finalist for three TechColumbus Innovation Awards, including Outstanding Product, Outstanding Technology Team, and Executive of the Year.

The Awards honor individuals, companies and technology teams who have made strides in technology innovation in 2009. Winners will be announced on February 4, 2010.

The TechColumbus Innovation Awards celebrate the spirit of innovation by recognizing outstanding technology achievements in Central Ohio. The Awards showcase the region’s advancements and promising future. For more information, visit www.techcolumbusinnovationawards.org.

Those of us who work for CallCopy already know it’s a great place to work – so we were thrilled to receive one of Columbus Business First’s “Best Places to Work Awards” for the second consecutive year.

Winners were announced last Thursday at an event at the Greater Columbus Convention Center. The awards are given out every year to the top employers in Central Ohio, and are based on workplace satisfaction surveys. CallCopy won the first place award in 2008.

“For me, the best part of working for CallCopy is the team-oriented atmosphere. I continually feel as though my contributions are recognized and that my voice is heard at all levels of the organization – traits that are increasingly hard to find in a company,” said Ken Falk, manager of sales solutions at CallCopy.

Read the press release.

]]> http://www.callcopy.com/blog/2009/11/19/callcopy-named-a-best-place-to-work-second-year-in-a-row/feed/ 0 http://www.callcopy.com/blog/2009/10/02/callcopy-on-the-road/ http://www.callcopy.com/blog/2009/10/02/callcopy-on-the-road/#comments Fri, 02 Oct 2009 14:53:26 +0000 admin http://blog.callcopy.com/?p=58 CallCopy will be making stops at three different conferences throughout the month of October. If you plan to attend any of these conferences please stop by our booth and say hello!

• ACCE 2009 Conference & Expo

October 5-9, Las Vegas, NV

The 2009 ACCE Conference & Expo will include a comprehensive educational program, extensive networking opportunities and plenty of case studies and interactive discussions. You can choose from seven concurrent sessions of programming in four key areas.

Register Now for FREE Access to ACCE Call Center Exhibition! Register for your exhibit hall pass online using promo code FP2009 or use promo code CALL2009 and save $400 on the cost of any conference package.

• Avaya Global Sales & Americas Partner Conference 2010

October 11-15, Nashville, TN

The Avaya Global Sales & America Partner Conference will feature presentations by Avaya senior leaders, awards to top performing partners, breakout sessions, an Ask the Expert session on the new Avaya Connect program as well as a complete Conference Expo.

• Credit Union Call Center Conference 2009

October 18-21, Las Vegas, NV

The Credit Union Call Center Conference will address the challenges facing the credit union call center industry through three separate tracks: Executive, Managers and Lending.

Reid Hoffman: Founder of LinkedIn
Judy Estrin: CEO of JLABS, former Cisco CTO, and author of Closing the Innovation Gap: Reigniting the Spark of Creativity in a Global Economy

Michael R. Nelson: Adviser to the Obama campaign on technology issues, Professor, Internet Studies,Georgetown UniversityCraig Newmark, the founder of CraigsList, also made a guest appearance and spoke at the reception afterwards.

The central theme that stood out to me in all of the conversations was the shift in the global workforce and the positioning of our country in competitiveness.

Great Coverage by Gary Moneysmith at http://www.moneysmith.com/2008/10/12/2ohio-private-reception-blog-coverage/ and Lara Kretler at http://www.larakretler.com/?p=136