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Knowledge Exchange Groups
CCA Online Summit: Managing a Customer Focused Quality Monitoring Program
Abbie Caracostas
125 Members
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Experience: Contact Center Conference 2012
Rick Baucom
100 Members
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CCA Online Summit: Insights on Managing Quality and the Customer Experience
Abbie Caracostas
64 Members
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CCA Online Summit: Contact Center Strategy
Abbie Caracostas
51 Members
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Positive Service Language for Are You Sure? #
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http://t.co/cLeNFJhIUu
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Master F-Commerce with my ebook "Like My Stuff"
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expservice (James Wu)
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Iglesia_CCNG (CC Nueva Generación)
RT @
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: El mejor líder es el que más sirve, no el que da más ordenes.
MichiganLaw2008 (R.M. Sherman)
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…
The Latest News
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Articles
Managing Gen Y in the Contact Center
Friday May 17th 12am
2
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Agent
People
Performance
Management
Gen Y, which represents 58% of the contact center work force, has different work/life expectations and interests than previous generations. On average, by the time a Gen Y has reached the age of 26, they will have had 6 to 7 jobs.
Community
Article
Interested in Contributing and Gaining Exposure?
Friday May 3rd 12am
1
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Inbound
Contribute your educational article to the Insider or Queued In eNewsletters.
Anonymous
Article
4 Principles Behind a Successful Incentive Program
Friday May 3rd 12am
1
0 Comments
Agent
Incentives
Quality
An incentive program must produce a positive return on investment, otherwise it’s not worthwhile. My benchmark is an improvement of at least 20% in KPI’s. The program cost should be around two hours worth of labor cost per employee per month. For example, if paying $12 per hour, plan to spend $18 to $30 per month on incentives and program administration. This results in an excellent ROI.
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What are the Biggest Issues Facing The Contact Center in 2013?
Sunday February 17th 12am
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2013 has just begun and organizations are beginning to implement their strategies for the upcoming year. What are some of the challenges customer based organizations are going to face? Will they be the same as 2012 or are there new challenges?
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Webcast
Tying Your Call Center Programs, Procedures and Processes Together to Drive Proficiency
Thursday September 22nd 2011 2pm
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Process
How can you leverage your call center metrics to improve agent performance and your managers’ ability to motivate, coach and challenge their teams to achieve better results?
Community
Webcast
What is Happening in the World of Social Media in the Contact Center?
Wednesday August 17th 2011 3pm
3
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Social Media
Previously recorded on August 9, 2011
Anonymous
Webcast
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Colorado Fires, Social Media, and the Contact Center…
Tuesday July 3rd 2012 9am
1
0 Comments
Continuity Planning
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A few observations of how Social Media and the Contact Center were utilized in the Colorado Springs Wild Fire...
Anonymous
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Earning Your Business
Thursday April 19th 2012 2pm
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Customer Loyalty
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We here at Contact Center Association want to be your association of choice. In order to be that for you we must know what it is you need.
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Making Customers Feel Bad: Not Good Policy
Thursday February 23rd 2012 4pm
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Customer Service
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A story about a family outing to a favorite retailer gone bad...
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Zappos
Wednesday November 24th 2010 1pm
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Zappos considers itself to be a service company that happens to sell shoes and apparel — a philosophy that is quickly turning the online retailer into a service icon.
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McAfee
Wednesday November 24th 2010 9am
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Culture
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The key to a quality customer experience: incorporating the voice of the customer into every product, process, policy and relationship.
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MetLife
Friday October 1st 2010 3pm
1
0 Comments
Culture
Employee
Engagement
How can you maintain a high-performing center consistently year after year? Create a team of confident, satisfied, experienced agents.
Community
Spotlight
Podcasts
CCA Radio Live: Future Contact Resolution - John Quaglietta
Friday August 3rd 2012 12am
1
0 Comments
Contact
First Call Resolution
Join Rich as he interviews John Quaglietta, of Avaya about Future Contact Resolution. No it's not a typo. John will be discussing the way organizations are predicting customer behavior and responding before the customer even knows the need to call! This is cutting edge and I hope you listen to this live interview. You can call in and ask questions live!
Anonymous
Podcast
Queue Talk: Interview with Randy Mysliviec - Practical Knowledge Management – The Keys to Customer Satisfaction
Wednesday July 11th 2012 7am
1
0 Comments
Knowledge Management
Customer Service
If you are looking to improve First Call Resolution and reduce the cost per call in your center you should listen in on the practical advice Randy shares.
Anonymous
Podcast
Queue Talk: Interview with Lauren Ziskie - 06/06/12
Thursday June 7th 2012 10am
2
0 Comments
Customer Service
Social Service
Customer Loyalty
Listen to this Q-talk with Lauren Ziskie Chief Experience Officer, Dialogue Marketing Inc. Lauren discusses the latest trend in social media in the contact center.
Community
Podcast
Industry PR
The Contact Center Association and CCEOC Inc. form Partnership to Offer Employer of Choice Certification to Call Centers
Tuesday February 26th 6am
0
0 Comments
Industry Reports
People
Retention
TORONTO, ON, February 8, 2013 – CCEOC Inc. and CCA jointly announced today that they have formed a strategic partnership to offer Contact Center Employer of Choice Certification to the US contact center market.
Anonymous
Industry PR
Omega, EPIC Connections Team Up to Audit Customers’ Experiences with Contact Centers
Monday August 6th 2012 1pm
0
0 Comments
Contact center partners of EPIC Connections can qualify to receive Omega’s NorthFace ScoreBoard AwardSM for customer service excellence
Community
Industry PR
VIPdesk and the Contact Center Association Presenting Joint Webinar: How to Integrate Social Media Into Your Contact Center
Monday January 24th 2011 2pm
0
0 Comments
Social Media
Media Contact: Linda Dickerhoof VIPdesk 703-837-3507 ldickerhoof@vipdesk.com
Anonymous
Industry PR
Press Releases
Contact Center Conference & Expo 2011 Commences
Monday March 28th 2011 12am
0
0 Comments
Community News
Conference
Nashville, TN at the Gaylord Opryland
Anonymous
Press Release
Redwood Collaborative Media Introduces Contact Center Association
Thursday March 3rd 2011 12am
0
0 Comments
Community News
Press Release
Anonymous
Press Release
Latest Comments
Comment on Article:
New Ways To Curb Employee Tardiness, Absenteeism and Turnover by Using Employee Selection and Online Games
Monday May 13th 6am
Unless I am missing something I don't think this article directly speaks to the described included topic of "tardiness". I think it is a good article overall, but as a Supervisor in a Customer Center I find that a direct approach to subject matter would be more valuable, versus looking for the "hidden" meaning in an article. These are my personal views of course. I would be most interested to read any additional comments posted by other readers.
Comment on KEG:
Coaching Skills for Contact Center Supervisors
Thursday May 9th 10am
Greetings everyone! Just an FYI - Day 2 recordings of parts 1 & 2 are now on the Content Library tab. Enjoy, and thanks for attending...
Comment on KEG:
Coaching Skills for Contact Center Supervisors
Wednesday May 8th 8am
Looking forward to day 2!
Comment on KEG:
Coaching Skills for Contact Center Supervisors
Wednesday May 8th 8am
Day 1: Parts 1&2 Session recordings are now live and located under the "content Library." Enjoy!
Comment on KEG:
Coaching Skills for Contact Center Supervisors
Tuesday May 7th 10am
Good Morning, the presentations have been posted under the "Content Library" under each day. The recordings of the webinar will be posted as they become available.
