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Employee


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

Employee Engagement - A Cultural Shift

Friday October 12th 2012 8am Rated 2 1 Comment Employee Engagement
This past Spring, I was fortunate enough to meet with contact center leaders at the CCEOC Ideas Exchange Round Table. This was an opportunity for individuals to connect with fellow “employers of choice” to exchange best practices and discuss the burning issues around building and maintaining people focused cultures in the workplace.

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

Cracking the Code on Contact Center Employee Retention

Tuesday October 18th 2011 11am Rated 3 0 Comments Employee Retention
You’ve seen the ads and read the email titles in your spam filters – “Lose 40 pounds in 30 days!” “Your Blueprint for Fast Financial Security!” As call center executives and managers, you’ve heard similar pitches on a variety of topics, ranging from “Improve First Call Resolution!” to “Cut Service Costs Today!” They all promise a fast track to immediate and sustained success. All you have to do is buy their product or service, sit back, and feel the euphoria as the improved results wash over your organization.
Community

Quality Monitoring: Back to Basics

Tuesday August 24th 2010 2pm Rated 3 0 Comments Quality Performance Agent Coaching Employee Supervisor Vendors Contact Operations
Five QM practices that can help you to refocus your program on the fundamental goal: improving agent performance.
Community

Employee Retention: Do you have what it takes?

Monday February 20th 2012 12am Rated 2 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?
Community

A Telling Story About Building and Maintaining a Positive Customer Culture

Wednesday January 18th 2012 2pm Rated 2 0 Comments Customer Expectations Customer Service Employee
Maintaining your brand's reputation is hard work and it never really ends...
Community

13 Practices that Prove Your Company Cares about its People

Thursday October 14th 2010 2pm Rated 2 0 Comments Agent Employee Engagement People
13 tips, broken up into 2 articles, to increase and maintain high employee satisfaction, retention and morale.

Employee Performance: Maximizing Average Performers

Monday August 30th 2010 3pm Rated 2 0 Comments Performance Employee Engagement People Coaching Motivation Career Development Skills
One size does not fit all when it comes to managing employee performance. Guidelines for developing your middle performers.
Community

CCA Queue Talk "People Process" with Gary Praznik

Thursday May 10th 2012 12am Rated 1 0 Comments Employee Management People Hiring Retention
Hear about iQor’s unique recruitment practices and how they hire without using a formal interview process.

Delivering Engagement in the Contact Center

Tuesday February 7th 2012 9am Rated 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.

The Power of Active Listening for Managers

Thursday February 2nd 2012 11am Rated 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.

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

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

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.
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

Audit Your New Hire Training Program

Monday August 23rd 2010 3pm Rated 1 0 Comments Hiring Training Measurement Performance Employee Survey Contact
The first months of employment sets the tone for rep engagement, retention and success.
Community

Don’t Let Budget Cuts Damage the Customer Experience

Monday August 23rd 2010 11am Rated 1 0 Comments Quality Training Models Staffing Agent Budget Customer Employee Experience IVR Supervisor Turnover Contact
How can you compromise without sacrificing quality? Ideas to ensure that your contact center keeps delivering on the brand promise.

Session 303: Driving Employee Engagement

Wednesday April 25th 2012 7am Rated 0 0 Comments Employee Engagement
All leaders know engagement is important as it drives employee satisfaction and hence customer satisfaction, drives lower attrition and hence lower hiring and training costs, and drives better productivity. The drivers of improved engagement are feeling valued, having input to key decisions, knowing your voice is heard, inclusion in operational improvement programs and initiatives, and recognition.
Community

Stop the Churn! How Employee Turnover Destroys Shareholder Value

Tuesday June 28th 2011 8am Rated 0 0 Comments Employee Retention
Every day, call center professionals across the world wake up and face a never-ending battle with employee turnover. With annual rates hovering around 70% globally, it is a battle few – if any – ever win. In the process, the spotlight shines on the usual suspects: the agents, the managers, and the customers. What are the implications for them?
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