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Customer Service Week is once again upon us (starting Monday, Oct. 7), and contact centers everywhere – at least those that actually care about customer service and their agents – are getting ready to celebrate.

The key to an effective CSW celebration is to party just hard enough to show agents how appreciated and valued their work is, but not so hard that it interferes with the very service you are celebrating. Rewarding staff with tequila shots can greatly diminish service levels and cause agents to pass out during customer interactions before first-contact resolution is achieved.

Following are 20 fresh ideas that are almost but not quite guaranteed to make your Customer Service Week celebration a success:
 
1. Officially change the name of the contact center to “The Customer Love Hut”.

2. Give each agent a special comb that fixes ‘headset hair’.

3. Get rid of all the shackles, cattle prods and any other devices used to enforce agent adherence.

4. Replace “Dress-Down Friday” with “Undress Monday”.

5. Pay some actors to play your company’s executive team and have them visit the contact center to thank staff for their great work.  

6. Install a Xanax dispenser in the breakroom. And in the restrooms. And at agents’ workstations.

7. Offer agents free treatment for Xanax addiction. 

8. Walk up to each workstation and personally tell every agent how extremely important they are to the organization. If you have too many agents to do that, just tell your top performer.

9. Let agents work in their underwear or pajamas for the week to make up for senior management rejecting your proposal to implement a home agent initiative.

10. Remove the ‘Calls in Queue’ display board from all the bathroom stalls.

11. Give each agent one “Get Out of Call Free” card for use during an interaction with a highly annoying/abusive customer.

12. Permit agents to take one free swing at their supervisor during a coaching session.

13. Give out an “I’m Dedicated to Service” badge to any agent who has stuck with the job for more than 48 hours.

14. Install thick padding on all workstation desks, walls and computer monitors to protect agents against head injuries.

15. Wait till the week after CSW to tell everybody the center is being outsourced.

16. Give each agent a fresh new supply of the paper clips they use to cut themselves on paydays.

17. Instead of hanging pictures of your top-performers on the wall, hang your actual top performers on the wall to give them a well-deserved break from the phones. 

18. Give each agent three baseballs to throw at a senior manager perched in a dunk-tank. Better yet, forget the dunk-tank.

19. Present each agent with a commission check for all the revenue they’ve saved the company by not telling customers how they really feel.

20. Officially change agents’ title to “Customer Engagement Officer”. Tell your company’s actual CEO to deal with it.

I’d love to hear YOUR fresh ideas for celebrating Customer Service Week. Feel free to share them in the 'Comments' area below.
 
Special ‘Customer Service Week’ Offer from Off Center
In the name of all that is customer servicey, from now through Customer Service Week I’m offering a whopping 50% off the regular price of my Full Contact book on contact center best practices, as well as all of my ‘Contact Center Tunes’ song parodies. To receive your discount, be sure to type in the following code in the ‘Discount Code’ box provided when you are making your purchase: csw13

This offer will end at midnight ET on Sunday, October 13, so act soon! (Now would be good.)


Kay Phelps
10/4/2013 07:54:36 am

Fun! But don't ideas 4 and 9 conflict? ;^)

And, if idea #11 were implemented, there could be a black market for those cards!

Reply
10/4/2013 08:02:26 am

I wouldn't say ideas #4 and #9 conflict, per se, Kay. They both call for less clothes in the contact center, which makes things more interesting for all involved.

Thanks for making through the list... and for playing!

Best,

GL

Reply
10/6/2013 04:04:34 am

I love # 19. Great job holding it all in, folks!

Reply
JR Hardenburgh
10/9/2013 12:55:11 am

Ice Cream is the panacea for all customer service distractions; consider establishing a permanent Fro-yo dispenser in the cafeteria.

Reply
10/10/2013 06:18:38 am

Yes, JR -- and the lactose-intolerant staff will just have to suffer.

Along with the fro-yo dispenser, the contact center should implement a new metric -- ABSL (Average Blood Sugar Level).

Reply
Jill
10/9/2013 02:21:28 am

Our department forget to follow #15... :(

Reply
2/25/2014 06:56:05 pm

Thank you for sharing such an informative article...

Reply



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