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Culture


How to Measure Call Center Leadership by its Impact on Agents

Thursday November 18th 2010 11am Rated 4 4 Comments Change Management Culture Employee Engagement Morale Motivation People Supervisor Team Lead Turnover
Go to class for 4 days and get your certificate…lead the call center! Oh, please. Do you suspect this is why leadership skills are on the decline? If this is viewed as important then evaluating leadership requires constant attention, monitoring, and assessing. But how?
Community

Will All of the Practicing Adults Please Raise Your Hands?

Thursday December 9th 2010 4pm Rated 2 2 Comments Management Manager Team Coaching Culture Training
For some of us that have been in this business for years (alright, over 20 years), it appears that some of our colleagues have become whinny children incapable of thinking about anyone but themselves. Where did all of the practicing adults go?
Community

Professionalism in the Contact Center

Thursday April 14th 2011 10am Rated 6 0 Comments Management Culture
Talk with any contact center leader about professionalism in their organizations from, well, just about anywhere and they will share their lamentations about the poor quality of professionalism that they are seeing not just from their 20-something employees, but from all ages and across their organizations.
Community

Does your culture say “WELCOME” or “GO AWAY”?

Friday June 22nd 2012 6am Rated 5 0 Comments Culture Employee Leadership
You’ve likely heard the old adage that it’s cheaper to keep a customer than find a new one; the same rings true for employees. I was recently at a call center client to greet employees who were scheduled for training and realized the attrition of the new employees was bound to be high.
Community

How to Be a Good Contact Center Supervisor, Part 1

Thursday December 23rd 2010 10am Rated 5 0 Comments Customer Culture Management Manager Team Process Project Management
This is the first of several articles that will explore the challenges of supervision in today’s contact center. In almost every organization on the planet earth, a customer with a problem, a complaint or billing error that has not been solved by an agent asks to speak with a supervisor. More than most organizations, the role of the supervisor in a contact center is...
Community

Full Contact: Contact Center Practices and Strategies that Make an Impact

Friday November 12th 2010 8am Rated 4 0 Comments Contact Customer Culture Management Career
Listen in on this interview with Contact Center humorist, analyst and now author Greg Levin.
Community

How to Develop a Customer Focused Culture

Friday November 9th 2012 7am Rated 3 0 Comments Customer Customer Service Culture
In the end, companies succeed or fail based in large part on their customer’s perceptions which manifest from their unique experiences. A strong and unwavering commitment to customer satisfaction is needed from all involved to ensure continued survival and growth. It would be helpful to define a few terms to start.
Community

10 Questions to Ask Applicants About Their Writing Skills Before Hiring

Tuesday April 19th 2011 8am Rated 3 0 Comments Knowledge Management Hiring Culture
At last, the economy is picking up a little. After a couple of years of “doing more with less,” you may be lucky enough to be hiring customer service agents to work in your contact center. Maybe you’ve even spent all morning digging through piles of cover letters, resumes, and writing samples...
Community

Keynote: Myra Golden - The Zappos Experience

Friday May 4th 2012 7am Rated 2 0 Comments Culture Customer Service
For Zappos it’s all about delivering WOW. This presentation delivers powerful insights into the unique ways Zappos approaches screening and hiring, quality monitoring, social customer service, and making emotional connections with customers - all with the single goal of consistently delivering a WOW customer experience.
Community

Customer Service or Customer Experience…

Monday January 31st 2011 4pm Rated 1 0 Comments Culture Management Leadership
The words we choose to focus on is ultimately up to us as leaders of the customer experience but understand what we focus on will send a message to our teams and customers…
Community

The C.C.A. Essential Reading List #8: Cross-cultural Communication & Doing Business Overseas

Wednesday November 10th 2010 3pm Rated 1 0 Comments Book Review Call Handling Culture Customer Service Sensitivity
Thanks to technology it is easy to transact business 24/7/365. While New York sleeps, Singapore & Sydney work and when Seoul goes to lunch, London is closing deals. Business and customer service have become international occupations and in this reading list we provide guidance on how to prepare for and tarnsact business overseas.
Community

Customer Service Week is Just a Reminder

Friday October 8th 2010 9am Rated 1 0 Comments Customer Customer Loyalty Customer Service Culture
Recognizing our teams should not happen just one week of the year...

MetLife

Friday October 1st 2010 3pm Rated 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

Jitterbug

Friday August 27th 2010 2pm Rated 1 0 Comments Case Study Culture Feedback Call Monitoring Training
A cellular provider focuses on personal service over phone features.
Community

Strategic Decisions that Define Culture

Friday August 27th 2010 1pm Rated 1 0 Comments Culture Operations Support Hiring Employee Engagement
Six key culture-shaping decisions that can help you to assess your center’s current values and begin moving in the right direction.
Community

Leading the Culture Shift: Moving People Forward

Wednesday August 25th 2010 8pm Rated 1 0 Comments Culture Social Service Customer Customer Service Employee Supervisor Contact People
Is employee indifference hampering your center’s ability to provide outstanding service? Nine steps for improving your culture.
Community

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...
Community

Session 601: World Class Cultures Enable World Class Support

Wednesday April 25th 2012 11am Rated 0 0 Comments Customer Service Customer Loyalty Culture
The pressure to provide world class support in the contact center continues to grow and just about every organization has regular conversations about how to “raise the bar.” The best organizations know that world class start with the front-line and is supported by a culture built around employees.
Community

Session 203: Creating a Winning Service Culture Using a Multi-Track Approach: A Case Study

Wednesday April 25th 2012 7am Rated 0 0 Comments Culture Conference
Employee engagement and culture change are hot topics for call center managers. Given the right culture, service reps are highly engaged and committed to creating the best possible experience for their customers. But creating a call center culture in which employees have a passion for excellence is far from easy.
Community

Executives Only Invitation

Wednesday July 13th 2011 8am Rated 0 0 Comments Culture Management Learning Experience Executive Strategy
You're invited to exchange ideas and share with other executives.
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