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Leadership


The Grand Equation of Service

Thursday January 6th 2011 1pm Rated 3 2 Comments Management Process People Technology Leadership
As painful as it is for some of us to admit, math has its uses. When one has not only reached the age of majority, but has also the age of fifty, it is time to cast off the traumas of primary, secondary and undergraduate math classes and admit that math has its place in the world!
Community

How to Live Forever; Well Kinda…

Tuesday February 1st 2011 12pm Rated 1 2 Comments Leadership Continuous Improvement People Performance
How to become a great leader cannot be achieved by reading a step by step article (even if it does have numbers in the title), it requires a commitment to a cause only you decide is worthy of your effort...
Community

The Quest for Creativity

Friday August 27th 2010 3pm Rated 2 1 Comment Leadership
How to escape the “do more with less” prison.

Strategic Leadership In The Contact Center

Friday December 7th 2012 6am Rated 1 1 Comment Leadership Strategy
Call Centers, in one form or another, have been around as long as the telephone. The call center 80 years ago may have simply been one person answering calls on one phone number, a small shop from one of its customers, but nonetheless, the call represented a relationship between a company and a customer.

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

“You Are Not Alone”: The Power of Down and Dirty Leadership

Friday February 8th 6am Rated 1 0 Comments Leadership Customer Service Team
Empathy is an important attribute of a great leader; there are few employee grumbles more caustic than “you just don’t know how it really is out here” or “how could YOU know what I’m going through in my job?” Your call center employees need to know that you not only care about their continued growth and success, but that you really “get” what they do, what they struggle with and what they take pride in to truly feel appreciated.

The Service Leadership Agenda

Wednesday June 29th 2011 12am Rated 1 0 Comments Leadership Inbound
Why do some companies consistently exceed their customers’ expectations and others fail to meet their customer’s basic demands and needs? Why do smaller, flexible companies seem to care more about customer service than larger credit card, banking and cable organizations? Does the exuberant profits and size of these larger companies (“Too Big To Fail”) create a situation where customer service is no longer a competitive differentiator nor a strategic imperative?

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.
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

Essential Readings in Disaster Planning & Disaster Behavior

Thursday October 28th 2010 6am Rated 1 0 Comments Book Review Continuity Planning Disaster Recovery Leadership Security
While the majority of Diaster Recovery/Business Continuity Planning is managed at a different part of most organizations, having an understanding of the DR/BCP process and deliverables is a good idea for contact center managers. Equally important is an understanding of human behavior during a crisis or disaster.
Community

Coaching Frontline Leaders

Wednesday September 1st 2010 3pm Rated 1 0 Comments Coaching Leadership
The most critical success factor in agent performance is ongoing coaching for the supervisors who provide the frontline coaching.
Community

Session 103: Contact Center Leadership: It's Not an Easy Gig!

Wednesday March 13th 12am Rated 0 0 Comments Leadership Retention Agent Hiring Development
Becoming a great leader in any environment is not easy to achieve but you add in the complexities of a Contact Center, and it can seem downright impossible! Contact Center leaders face unique challenges such as call metrics vs. customer experience; delivering services or products that are outside of your control; balancing quality with quantity; servicing multiple interaction channels; limited or no time for training and coaching; and a high level of stress and turnover.
Community

Session 301: There Really is an "I" in TEAM - It Is You!

Wednesday March 13th 12am Rated 0 0 Comments Leadership Strategy Manager
If you are reading this you are probably already a good manager but are you a good leader? Now more so than ever, people need good leadership that will influence them to take control and envision their future. Leading people is not meant for everyone, and those that are truly successful at it know what the secret for success is. The secret will be shared with you during this session.
Community

Session 801: An Executive View: Technologies that will Change the Way We Work

Friday April 27th 2012 12am Rated 0 0 Comments Management Leadership Technology
Rapid, breathtaking technology advances are forcing radical changes not only in how service and support organizations function, but also in terms of their culture, leadership, and even careers. Combined with business, social and global trends, as well as technology investing (spending), organizations must accelerate their organizational change plans in order to survive and thrive.
Community

Session 904: Contact Center Best Practices – What Should I Be Measuring And How Do I Get The Rest Of The Enterprise Onboard?

Thursday April 26th 2012 4pm Rated 0 0 Comments Leadership Management Metrics Measurement
Tourists…you know who they are. Your colleagues from other departments who stroll through your center, are copied on your reports and always have an opinion on how to improve service levels…even though they have never handled an irate customer call, or interviewed 57 CSR applicants in a single day.
Community

The Grand Equation of Service

Thursday November 11th 2010 10am Rated 0 0 Comments People Process Technology Leadership
People + Processes + Technology + Leadership = Good Service
Community

Do You Know a Manager Deserving of This Award?

Wednesday November 10th 2010 8am Rated 0 0 Comments People Leadership Team
We want to help the community recognize a contact center manager at one of our upcoming conferences. We beleive there are many managers that are in the trenches doing the hard work it takes to take care of the customer and increasing the value of the contact center to the orgainization. Will you take the time to nominate them?
Community

The Rest of the 13 Practices that Prove Your Company Cares about its People

Thursday October 14th 2010 2pm Rated 0 0 Comments Agent Employee Engagement Leadership
The second article inclusive of 13 tips to increase and maintain high employee satisfaction, retention and morale.
Community

Outsourcing in Today’s Contact Center

Wednesday August 25th 2010 11am Rated 0 0 Comments Outsourcing BPO Forecasting Leadership Contact
Can your operation benefit from outsourcing? A look at the options and considerations for developing an effective strategy.
Community

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
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