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Web Chat

Wednesday November 17th 2010 10am Rated 4 1 Comment Inbound Tools Social Media Chat
Many centers today now offer chat support to everybody...
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The Hiring Pipeline in the Support Center

Wednesday June 29th 2011 12am Rated 3 1 Comment Hiring Inbound
A support contact center has two principle assets which are talented people and a robust and well managed knowledge base. Support centers typically invest significant time and organizational commitment into the training and development of specialists, supervisors, and managers; the job of the support center leader is to ensure the time and commitment is not wasted.

Making The Case For Work at Home Programs

Thursday April 5th 4am Rated 1 1 Comment Inbound
The work-at-home (WAH) model for customer service representatives (CSRs) is gaining recognition for helping companies reduce costs, increase flexibility and improve customer service. When carefully executed, the WAH model can transform a company’s capabilities allowing them to capitalize on long-term benefits.
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10 Ways to Improve Agent Performance & Retention

Wednesday November 23rd 2011 6am Rated 1 1 Comment Inbound Performance Agent
Agents in call centers with greater than 100% turnover perform 20 percentiles lower.
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The Trends That Must Emerge

Wednesday November 17th 2010 10am Rated 1 1 Comment Inbound Organizational Value
Any successful profession has a powerful membership association behind it. The contact center industry has had a number of them through the years, yet most seem to lack the strength or the staying power of those serving colleagues in other areas such as Human Resources, Legal, Accounting, etc. It is great to see a new one emerge, and I am hoping that the Contact Center Association becomes the organization that helps to lift the stature of our profession.
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Creating the VIRTUAL WORKPLACE

Thursday February 2nd 8am Rated 0 1 Comment Inbound
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Wisconsin Physicians Service

Wednesday August 25th 2010 1pm Rated 0 1 Comment Customer Feedback Inbound Management Training Contact People
WPS uses emotion detection, word spotting and analytics to break down interdepartmental barriers and improve service.
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TEAMWORK in the Contact Center – What a Team Leader Should Know

Wednesday November 17th 2010 10am Rated 7 0 Comments Team Inbound Team Lead
Our society reveres teams; sports teams, in particular occupy a unique place in our society. In this article we’ll discuss some of characteristics that team leaders should strive to develop and some of the pitfalls of the team environment.
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Cox Communications: Home for Business; A Profile of Success

Wednesday June 29th 2011 12am Rated 3 0 Comments Inbound
30% of all employees surveyed would work from home if offered the opportunity.
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Call Centers: Transitioning From an On-Premise Model to a Hosted Model The Full Story of What to Consider

Thursday April 5th 4am Rated 2 0 Comments Inbound
What is far less frequently covered in the industry is the path to success when implementing an automation solution.
Complimentary

Move to the Next Level of Customer Experience Analytics

Wednesday November 23rd 2011 6am Rated 2 0 Comments Inbound Analytics
E-commerce websites exist to generate revenue. Likewise, the site’s ability to convert visitors to buyers is a key criterion for measuring success. Positive visitor experience has the most significant impact on that success measurement, so it’s critical for a business to make sure a visitor’s interaction with the site is the best possible. The most effective way to achieve a positive customer experience is to employ visitor scoring, an advanced metric that allows you to track and optimize non-monetary conversions.
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Call Center Reporting

Wednesday November 23rd 2011 6am Rated 2 0 Comments Inbound Reporting
"The reporting function whether as another management task, a lone analyst, or a full reporting team has a vital role to play for any call center."
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Service Delivery: A Creative Approach

Wednesday June 29th 2011 12am Rated 2 0 Comments Inbound
It is an unfortunate fact that 80% of customer service operations never reach a level of sophistication required to achieve adequate levels of quantitative and qualitative quality.
Complimentary

Weather the Storm: Cloud-Based Call Center Solutions Make Disaster Recovery Fast, Easy and Cost-Effective

Wednesday June 29th 2011 12am Rated 2 0 Comments Inbound Disaster Recovery
Disaster recovery is on everyone’s minds these days, especially in the wake of the recent spate of tornadoes and flooding in the Southeast and the harsh winter of 2010-2011.

Five Considerations in Building a Quality Assurance Program

Wednesday June 29th 2011 12am Rated 2 0 Comments Quality Inbound
Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives. — William A. Foster
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Twelve Ideas to Enhance the Creative Process

Monday December 27th 2010 1pm Rated 2 0 Comments Inbound Community News
We all have brainstormed the same way for years. Everyone spends an hour in the conference room, bored and uninspired. Somebody throws out a recycled idea. Everyone rallies behind the idea because they really just want to leave the conference room.
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Who is Piloting Your Plane?

Wednesday November 17th 2010 11am Rated 2 0 Comments Inbound Community News
Next time you board a plane ask yourself this – would I get on this plane if the airline hired its pilots the same way I hire my contact center representatives? If the answer is yes, you get the importance of the customer to the business, but if your answer was no, WHY NOT?
Complimentary

“Brand” New

Wednesday November 17th 2010 11am Rated 2 0 Comments Community News Inbound
The association is a place where contact center professionals can share, network, learn and get involved.
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Seven Key Elements

Thursday February 2nd 8am Rated 1 0 Comments Inbound
Originally, a call center was a centralized office designed to receive and process a large volume of inbound telephone calls.
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CONQUERING CHANGE: CHANGE MANAGEMENT VS CHANGE LEADERSHIP

Thursday February 2nd 8am Rated 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)
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Tweets You Care About


  • MoveTweet (IamOkema) Superb read on how companies are re-thinking business & using #SocialMedia to explore http://t.co/7vGvzBqh | #business #leadbiz #custserv
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  • UpwardlyMe (KC @Upwardly.Me) Alternatives to Verizon - Skype, Grasshopper, Google Talk, VoicePlus...Verizon should realize they don't OWN the phone biz #CXO #CustServ
  • PunksatonyPics (Chris) You know what, having a root canal done without the aid of drugs is preferable to dealing with anyone from @ThreeUK #customerservice #haha
  • SarahHedayati (Sarah Hedayati) The Importance of Management Coaching http://t.co/k2cfNRO4 #custserv #cctr via @ImpactLearning
  • Blankita_n10 (Blanca Navarro) con la fokin groceria no van a lllegar a ningun lado man #customerservice #staples #winchester
  • socialskipper (Sally-Anne) Thank you SO much Chrissy at @cwonderstore for the amazing customer service this morning!! #custserv #win
  • mbarbagallo (Michael Barbagallo) #CustomerService week in review for week ending 5/12/12 http://t.co/sn7EoGcV #custserv #cctr #custexp
  • TravelJobsAgent (Travel Jobs Agent) New #Job Catering/ Hospitality/ Travel Experience Wanted #Liverpool http://t.co/B8rbsKjH #Hiring #Permanent #CustomerService
  • ServiceVantage (Jeff Bennett) @grazie1110 Absolutely. A little personal attention and patience go a long way. #custserv
  • rachelloumiller (Rachel Miller) Call Center Coaching — How Far Do Responsibilities Go? http://t.co/mMqlbn1Y #cctr #custserv via @ImpactLearning
  • callcenterdr (Mary Bartels - Cook) Accent shows off new facility in Jeffersonville http://t.co/GFStPGBc #cctr
  • rlconrad7 (Ryan Conrad) Looking for case studies done on having Cust Serv Depts telecommute. Any info is appreciated! #CustServ #customerservice
  • TELUSsupport (TELUS Support) RT @Jany_Jang: @TELUS @TELUSsupport Shout outs to Lorey for her great #customerservice over the phone - need more bubbly personalities like her ;)
    



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