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Improvement


Moving the Call Center from Good to World Class

Monday August 30th 2010 2pm Rated 3 1 Comment Improvement Hiring Process Support Executive
Raising the service bar for your center starts with an enterprisewide transformation to a customer-focused culture.
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

Need Wholesale Performance Improvement? Start with Recruiting!

Friday August 3rd 2012 12am Rated 1 0 Comments Performance Improvement Quality Hiring
Satisfying customers who contact organizations through the contact center is not merely the result of having good processes (although effective processes are needed). You have to recruit and train agents who have the correct skills to handle transactions effectively and efficiently. You also have to recruit, hire, train, and manage supervisors who have the right skills to manage agents to high performance. To do that, you have to clearly define what skills and knowledge are needed for agents and supervisors.

The Contact Center Development Model

Friday September 3rd 2010 2pm Rated 1 0 Comments Contact Process Improvement
Is your center struggling to improve processes? The Contact Center Development Model offers a roadmap to optimizing performance.
Community

The Myths and Realities of First-Call Resolution

Monday August 23rd 2010 1pm Rated 1 0 Comments Metrics Performance First Call Resolution Improvement Agent Customer IVR Management Contact
FCR is a widely misunderstood metric. But if measured appropriately against previous performance, it can drive positive business results.

Simplifying your Business

Wednesday March 28th 2012 12am Rated 0 0 Comments KPI SLA Analytics Continuous Improvement Improvement Measurement Metrics Optimization Performance
Simplifying your business begins with the right measurement tools to optimize performance in your call center.

Moving Contact Centers from Planning into Action: The Frontline Leader’s Role

Wednesday September 8th 2010 11am Rated 0 0 Comments Contact Improvement Performance
Does your leadership team inspire continuous improvement? Ideas to drive a customer-centric view of your center’s performance.

Executing a CEM Strategy

Tuesday August 31st 2010 11am Rated 0 0 Comments Customer Experience Performance Improvement
How to translate the customer experience strategy into performance improvements in the contact center.
Community

Driving Process Excellence

Friday August 27th 2010 2pm Rated 0 0 Comments Process Improvement Feedback Customer Collaboration
Improving processes that impact the contact center and, ultimately, the customer experience requires an end-to-end approach.
Community

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

Training and Coaching: A Partnership for Performance

Wednesday August 25th 2010 9am Rated 0 0 Comments Training Coaching Executive Morale Performance Contact Improvement Learning
Today’s call centers demand new, innovative and integrated approaches to training, coaching and learning.
Community

Enabling Customer Loyalty

Tuesday August 24th 2010 2pm Rated 0 0 Comments Culture Retention Customer Customer Service Contact Improvement Customer Loyalty
Toning up customer loyalty: There are no short-cuts to a healthy customer-centric culture. A consistent focus on diet and exercise is the only way to get the results you want.
Community


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