If I Hadn’t Said Yes To A Few Drinks!

It has been ages since I last wrote something on my blog, but I guess that’s kind of my thing. I do write a lot before. I just don’t publish it ’cause I’m not that confident. I used to be really passionate about writing when I was a kid, but I lost it when I grew up and realized that the world are surrounded by horrible beings. Not all of them though, but most of them. . Especially people at work, people that surround me at my job are ridiculously horrible individuals, arrogant, self-absorbed narcissists who can’t even enumerate the function of their frontal lobe or may not even have the slightest idea that they have one. At first it didn’t bother me, but then their crap started to weigh on me. It slowed me down and made me disgusted at every moment I am surrounded by them (Ugh).  So I requested a change in my duty hours. I like my new shift because most of the time I am left alone, which peacefully allows me to think and be productive. Though I know sooner or later I have to go back to my old shift because so many reasons. So cheers! I’ll probably drink even more when I go back to my old shift.

Well actually, I don’t want to talk about my overly – confident colleagues. They’re not the reason why I’m writing now. The first part was just me venting and I can’t help it. I wanna talk about my drinking. On my previous entry I’m Not Extroverted Unless I had A Few Drinks!”, I talk about the downside of my drinking. Now I will talk about the good sides (huh… a silver lining after all). I used to be a non-affective kind of person. People who are close to me says I’m too hard and I don’t allow anyone to get near me. But not if I’m drunk! No one in my world has imagined that I’ll fall in love just because I said yes to a few drinks. I’m happy with who I am with and I also never have thought that I would be this happy and content. My closest friend say’s I’ve changed a lot since then, in a good way and she’s lucky that I am trying to be the best that I could for her. But I think I’m the one who got lucky here. Most of the time I hurt people because of the brutal honesty that goes out from my mouth and they can’t handle that and I never thought there would be someone who’s willing to be with me because of that. Most importantly, I’m a better person now because she inspires me to be better.

Just to be clear, I’m not encouraging anyone to drink alcohol. What I’m just trying to say is sometimes, it’s okay to loosen up a bit and be carefree or venture into the unknown. As the saying goes, “You can never cross the ocean until you have the courage to lose sight of the shore”.

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I’m Not Extroverted Unless I had A Few Drinks!

I am a subtle observer. I do notice what people are doing and how they’re acting when they’re around me, but they don’t usually notice that I’m noticing them. I have quite mastered that art of blending in. It’s not that I intend to spy into other people’s lives, it’s just my way of understanding things. As a result, I do have a lot of perceptions of other people and sometimes I do over-think but it usually doesn’t come out. It just stays on my mind where it’s safe unless I had a few drinks!! I do drink a lot and I’m tactful when I’m drunk. I have said a lot of things that may have hurt a lot of people, I’m not sure though, I usually forget what I’ve said after I’m sober.

I may have hurt someone the last time I was out drinking with my new beer mates. I’m quite not comfortable sharing it, but I think I said things that are really terrible to a particular individual. It wasn’t entirely my faultthough, since it wasn’t me who started it. My mistake was that I may have gone way too far with the subject.

I really don’t know where this is going or how it’s gonna end. I just want to write about it so to remind to be careful next time, especially when I’m on the influence of the alcohol that I love so much.

Catching Up

It’s just January 8 so I guess it’s yet not too late to share my experience last year or just last month. Well, I was baptized and raised as a Roman Catholic and before the 25th we have these 9 days Novena Masses. During the 3rd day, the Priest was talking about not giving up, not giving up on the government, not giving up on being nice even to those who aren’t nice, not giving up on faith, and not giving up on life. It hit me big time since I have doubts and my faith is quite shaking. I don’t know if anyone can relate, but I have a lot of questions like, if there’s a gracious and loving God, then why has He allowed bad things to happen to good people, or why has He ignored all those brutalities happening around the world where the government suppresses its own peoples’ rights and kills them like cattle’s in a slaughter house. And if they say God is gracious and merciful like He is, is He gonna punish me for having thoughts like these. Don’t get me wrong, I want to believe that there is something out there. Something bigger than what we can understand, something who’s power is bigger than what we can fathom, whose infinity is so much bigger than ours. I think believing in the Supreme Being looking over us is a comfort to this cruel world, but is He really looking over us, I’m not so sure. I also despise the idea of heaven and hell where the heaven is a reward for those who did good things and hell is a punishment for those who didn’t do so much. When I give food to the hungry, I don’t look up and say to the heavens “You owe me one,” and when I do bad things, I don’t look down and say “I’m getting near!” Basically, I wanna own up the things I do in this mortal world. I do whatever I think is right and when things turned out to be wrong, no regrets. At least at that moment, I did what I think was right.

I may not be a faithful member of the church (or however you wanna label me) but I believed what the priest said, about not giving up. It kind of relates to my blogging too. I haven’t written anything for like ages. So sharing these thoughts I kept for myself is my way of not giving up.

Note:

This is the first time I said these thoughts out loud or at least typed it in words.

How to Train Agents for Chat Support

Chat Support

Multi-tasking agents are one of the advantages of using chat as a support channel. A well trained phone agent can also be a chat support agent and can often manage several sessions simultaneously. But most importantly, chat support channel is another way to provide assistance for customers who might be multi-tasking themselves or just don’t like to use other channels. The upside can be huge if chat is implemented correctly. So how do you train agents for chat support? Here are some simple but important tips.

Make sure your agents are good written communicators.

Chat adds a whole new element to communication. The verbal cues are no longer there to read. It is very important for an agent to always maintain a neutral or happy tone in their writing. It is very easy to come across as rude or annoyed through chat. There have even been companies that have employed the use of emoticons just to convey emotion and keep it light.

Typos need to be limited, it is okay to have a few, but they need to be kept to minimum. You want to instill confidence in the customer that they are dealing with a professional. Avoid using slang and abbreviations. They need to be very clear and descriptive without taking up too much time.

Train your agents to be empathetic. Even it’s only on chat, it is important that you humanize your approach with your customers. Ask your customers on how they’re doing and empathize if you have to. You can template your responses so it’s easier, just copy and paste. Having multiple response options to choose from will make for a more engaging experience for customers and let them know that they are talking to a real person on the other end.

Train your agents how to effectively navigate the tools.

Using chat support will unavoidable result in idle time. This may occur while waiting for a response from a customer or when dealing with technical accounts. While waiting for the customer to finish the troubleshooting steps, agents can use this time to reply to emails or check customer data. It will be helpful for your agents to be familiar with the tools to help them save time by not second guessing what to do next.

You will also want to make sure they have a library of content and links at their fingertips to offer to the customer. The quicker they can provide these, the happier the customer will be. This can be as simple as an Excel spreadsheet or as advanced as a marketing platform software like Marketo. Whatever the method, it is vital to be organized and have a system to quickly retrieve it.

Trainyour Agents how to be multi-taskers with chat.

Train your agents to be proactive. Train them to use the idle time waiting for the customers’ response to check customers’ records (notations on previous chat sessions or previous call). This way, you’ll have more information about your customers, information that might help you resolve customer concern, especially if the issue is same as before.

Carrying on two to three chats can really lower ATH with each customer. This is a great way to triple the bang for your buck.

Note: Companies should make the customer data readily available across channels (whether it’s through phone, chat, social media, or self-service channels). Customers don’t like repeating themselves even if they are using a different medium than what they’ve already used before.

Things to consider…

If you still doubt the productivity and profitability of having a chat support channel for your business, consider this: your chat support agents can deal with several customers at a time, something they can’t do on a voice support channel. With a small amount of training, the benefits can be huge. It is critical that companies adapt the latest trends, and history has shown that chat isn’t going anywhere soon.

Success

If you have suggestions on how to train agents to be effective chat support representatives to improve customer experience, feel free to comment below. We welcome all suggestions.

How To Cope With Bullies at Work

It’s been a while since I last written something. As promised, here’s my new article.

And please follow my new blog site, “Living My Best Life Today” 🙂

Living My Best Life Today!

I know it took too long before I could write a follow up with my previous article “The Professional Bullies.” I’ve been really busy and preoccupied these past few days. Well as promised, I will lay down ways on how to remove or at least cope with these agonizing, pain-in-the-ass professional bullies.  These tips actually are just my personal ways of standing firm on my ground at work. I mentioned before that I’m not really bullied but it doesn’t mean no one dared. Well I work in a contact center where a lot of different personalities from almost all walks of life, what do you expect?

So, here are some ways that I find useful based from my own experience:

Be professional!

Some people at work will always find a way to intimidate you. Just keep your temper and don’t ever go down to their level. Don’t let your emotions…

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The Writer in Me

I was trying to write a new blog about customer service or contact centers like I used to but I’m really not into it. It just sucks! Forgive my language. So on my third cup of coffee, I thought I’ll just write something, like whatever comes into mind. I’m not really a professional when it comes to stuffs like this. I used to really like writing when I was young though. I remember, I tried using a type writer even if computers were already available because it makes me feel like an authentic writer. Then I grew up! I also outgrew all those passions and imagination of a lost world inside my own thoughts. I used to say this as a joke, “my biggest mistake in life was when I decided to grow up. I wish I was forever a kid!”The world was a lot colorful when I was a kid.

When I went to college, I majored in BS Psychology. Psychology was really fun for me, but the decision why I took up the course was a decision not really clear to me either. Maybe it was because of my interest to learn about people, their motives, and what drives a human person to do what he did. However, it was also the stage where I struggled different emotional breakdowns. I mastered the art of pushing feelings away and it made me stiffer than I expected. I focused myself to knowledge based on facts and evidence. I only saw the black and the white and refuses to see the gray in the middle. I hated and argued people who’s logic for me is distorted or different. But the writer inside me still tries to break free. My thesis professor used to say to me that my research was written in a little bit dramatic fashion. Well, let me tell you a secret, I included drama on it to make it a little longer. I was always drunk that time so I used to start writing my research a night before the deadline, still under the influence of alcohol.

Then I started to work for a living. Now I’m working as a SEO specialist and a social media expert for a contact center and it’s software company. My position requires me to bring out the writer in me again. At first I was thrilled because it felt like I’ll be doing something once so familiar to me. Later on, I started flailing. It’s so difficult to work on something related to your job when your head is somewhere else. I always had these moments when I just stare blankly to my computer screen not understanding whatever I’m looking at. Right now I’m addicted to the band “Of Monsters and Men” and their lyrics are so deep and I think to myself, why can they be so artistic incorporating rhythm to words and here I am, couldn’t figure out how to finish a paragraph on a topic I’m so familiar with?! And I have no idea how to finish this article either!

Ironic, isn’t it? Maybe I just need to talk to someone, or maybe I’ll try drinking before coming to work (Of course, I can’t do that because I’ll loose my job). But just a thought, maybe alcohol can again bring out the drama and the writer in me. I remembered a line from a show I am watching, the main character said, “Truth is a battle of perception. We are only willing to believe what we are ready to confront. Sometimes, it’s not what we look at that matters, it’s how we see it.” But what if what you’re looking at doesn’t make sense to you or what you are seeing is beyond your own understanding?

I would like to apologize to people who would stumble into this article. I know, this article seems to be just my way of venting out my frustrations. But I think I have always love writing like how I love music, books, and the artistic way of life so I choose to write and be artistic even in the deepest moments of my melancholia.

And forgive the contrast of the image. This was taken a long, long time ago. It just brought back a lot of memories…

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