Contact Center Strategies During Times of Crisis

During times of great change or crisis, contact centers often handle more contacts, different types of calls and a wider range of emotions. Your strategies for working day-to-day shift. Here are five strategic tips for contact center management:

1. Be available for associates on a frequent basis
2. Communicate effectively with associates. Try distributing a "frequently asked questions" list about changes as a result of the crisis.
3. Build confidence about the company to associates and callers.
4. Praise contact center associates for their attentive work and provide immediate feedback and coaching.
5. Build morale within the contact center.

Contact center associates should also take action during a time of crisis:

1. Empathize with and compassionately understand the needs of callers.
2. Instill confidence in callers.
3. Gain control of the call politely.
4. Focus on vocal tone and quality.
5. Communicate with team leaders and managers on a consistent basis.

--From THE RADCLYFFE GROUP, LLC, www.radclyffegroup.com

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