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Three Years Is Too Long To Wait

Yesterday at 10:00 AM 1 0 Comments Customer Service Data Customer Metrics
Statisticians have estimated that in a lifetime of 70 years, the average person spends at least three years waiting. Waiting is an inevitable and even necessary aspect of human life. We wait in line at the grocery store, for red lights to turn green, and for movie trailers to finally stop so we can see the movie we paid to see.
Anonymous

Employee Retention: Do you have what it takes?

Monday February 20th 12am 1 0 Comments Coaching Continuous Improvement Employee Engagement Improvement Manager Motivation Retention Supervisor Training
In a tough economy, it may not seem like employee retention is a concern. What employers don’t realize is unhappy employees have a plan. The second the economy picks up or another position opens, your staff will flee and leave the company high and dry. It’s time to check-in with employees and see what it’s like to work at your company. Put yourself in their shoes. What is it like to work for you?
Complimentary

How to Stretch Your Dollar: Get the Quality You Want With the Budget You Have

Thursday February 16th 12am 1 0 Comments Budget Quality Conference
During the past few years, all of us have been reminded of the age-old fact that resources are limited. With that knowledge, we strive to maximize the value of the resources we do have.
Anonymous

Delivering Engagement in the Contact Center

Tuesday February 7th 9am 1 0 Comments Engagement Customer Service Employee
The management of employee engagement is critical to all organizations, especially operations organizations such as contact centers. Leaders must know what engagement is and why it is important, the impacts of engagement in a contact center environment, what drives engagement, and how they can foster increased engagement within their center. The impacts of low levels of engagement are many and severe, ultimately affecting the survivability of the contact center.
Anonymous

The Power of Active Listening for Managers

Thursday February 2nd 11am 1 0 Comments Management People Employee
Listening skills continue to be the number-one skill hiring managers identify as most important to effectively conduct business. Poor listening skills impact the problem solving and interpersonal skills process from the front line to top management.
Anonymous

Letter from the Editor

Thursday February 2nd 8am 0 0 Comments Inbound
Complimentary

Seven Key Elements

Thursday February 2nd 8am 0 0 Comments Inbound
Originally, a call center was a centralized office designed to receive and process a large volume of inbound telephone calls.
Complimentary

ACCOUNTABILITY and the Role of the Contact Center

Thursday February 2nd 8am 0 0 Comments Inbound
Who is accountable for the customer experience (CE) at your organization? If your answer is the contact center you are partially right. The best answer though is that everyone in the organization is responsible for the customer experience. Even if you don’t interact with customers on a regular basis, you could be having a huge impact on the experience. In the past it has been conventional
Complimentary

CONQUERING CHANGE: CHANGE MANAGEMENT VS CHANGE LEADERSHIP

Thursday February 2nd 8am 1 0 Comments Inbound
Contact Centers around the globe are staffed with perfectly good WFM professionals doing a perfectly good job of Change Management (also known as Intraday Monitoring, Real Time Analysis, or other terms that capture the process of changing plans based on the day’s trends)
Complimentary

Creating the VIRTUAL WORKPLACE

Thursday February 2nd 8am 0 0 Comments Inbound
Complimentary

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