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Communication


Eight Essential Writing Skills for Contact Center Managers

Thursday May 12th 2011 1pm Rated 6 1 Comment Customer Service Communication Email
Contact center managers need excellent writing skills. If they can’t write, they can’t share what they know and influence others. As contact center managers strive to make their voices heard in the organization, communicate the needs of the center, and finally get a seat at the proverbial table, they need to know how to write clearly.
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Talking Turkey!

Tuesday November 23rd 2010 11am Rated 2 0 Comments Call Volume Communication Community News
When many of us have a short reprieve from the onslaught of holiday calls, Butterball's Turkey Line is ready and waiting. I would bet that most of the calls are from men that are taking on their first Thanksgiving as a husband; but that is just my instinct. Happy Thanksgiving to all of you!! Be safe and try not to over cook the turkey... Thanks to Bob Last for this timely Blog post!
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Moment of Truth

Wednesday February 16th 2011 1pm Rated 1 0 Comments Customer Expectations Case Study Communication Customer Service Leadership
As customers, one of our most basic expectations from a company we are doing business with is information. Complete, honest, and frequent information is a basic to building trust between company and customer.
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How Knowledge Exchange Groups Work…

Tuesday October 5th 2010 11am Rated 1 0 Comments Communication Collaboration Community News
We all have something to say and share. These groups are forums to discuss the important issues and we encourage both the people that have extensive knowledge on certain topics and people that need knowledge about the topic to come together. Here are the key items: In the KEG’s there are three tabs, Members, Content Library, Discussions.

Language Services Associates

Thursday August 26th 2010 10am Rated 1 0 Comments Continuity Planning Disaster Recovery Case Study Agent Communication Customer Employee Manager Technology Contact
Preparing for an H1N1 pandemic: LSA rolls out a comprehensive plan to protect its staff and ensure continuous service for customers.
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Build Your Brand Through Email

Tuesday August 24th 2010 11am Rated 1 0 Comments Email Communication Customer Contact
The medium may be virtual, but the relationship is real. Make sure your reps can craft email responses that keep customers coming back. Writing empathetic and effective email can transform email communication into a relationship building tool that creates customer loyalty.

Ask the CEO: What’s the Best Investment in Creating a Positive Brand Image for Your Organization?

Tuesday August 24th 2010 11am Rated 1 0 Comments Culture Executive Technology Retention Communication Marketing Contact
What every C-level executive needs to know about the Contact Center...
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Integration of Technology and People: How Automation Can Lead to a Successful Contact Center

Monday May 16th 2011 12pm Rated 0 0 Comments Communication Automation Technology People
Automated Communications. Businesses often hear the term and equate it with cheap dialer systems and no human intervention when needed. While, on the other hand, consumers often link these communications to spam and poor customer service. When in reality...
Community

Upcoming Webcasts

Tuesday February 1st 2011 9am Rated 0 0 Comments Community News Communication
Contact Center Association’s (CCA) Queue Cast webcasts are generally one hour content-driven presentations on a variety of topics. Webcasts are presented by the industry’s leading practitioners and thought-leaders. Participating in webcast sessions is a great way to stay on top of emerging trends and the latest strategies to keep your contact center running at an optimum performance level.

Low-Cost Agent Incentives: Ideas for Affordable Contact Center Incentives

Wednesday August 25th 2010 11am Rated 0 0 Comments Incentives Performance Agent Communication Customer Customer Service Employee KPI Management Supervisor Team Contact People
Developing staff incentives on a tight budget: The most effective rewards often don’t cost a lot.
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Technology-Enabled Service Excellence

Wednesday August 25th 2010 11am Rated 0 0 Comments Quality IVR Tools Agent Communication CRM Customer Email KPI Reporting Technology Contact Improvement Learning
Take a tour of high performance tools that can put you on the path to consistent service excellence.
Community

Fitting Text Chat into the Call Center

Tuesday August 24th 2010 3pm Rated 0 0 Comments Chat Instant Message Communication Customer Technology Contact
Does text chat offer a viable customer communication channel? A look at the unique qualities of three chat types.
Community

UC and Web 2.0 in the Contact Center

Tuesday August 24th 2010 2pm Rated 0 0 Comments Communication Outbound Technology Contact
Web 2.0 may be the catalyst that unified communications needs for engaging the rest of the enterprise in customer care.
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Evolve Reactive Service Practices into Proactive Customer Care

Monday August 23rd 2010 3pm Rated 0 0 Comments Customer Service Call Volume Collaboration Training Communication Customer Employee Leadership Contact
Upgrade your contact center’s image and the value it brings to internal and external customers.
Community

It's All About Leadership...

Monday August 23rd 2010 2pm Rated 0 0 Comments Communication Continuous Improvement Customer Service Executive Metrics Strategy Leadership Contact
It’s not whether you in-source or outsource your Contact Center - it’s all about leadership…
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