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Management


Bad IVR's

Thursday January 20th 2011 11am Rated 3 2 Comments Technology IVR Customer Expectations Customer Service Management
The 1976 film, "Network" gave us the phrase "I’m as mad as hell, and I’m not going to take this anymore." Well that's how I feel about the folks that have given us IVR systems with more options than a human has fingers! What rational human being could possibly authorize the release of an IVR with ten options?
Community

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

Why Customers Become Difficult…

Tuesday February 22nd 2011 10am Rated 2 2 Comments Customer Service Management Quality
If we look at this from the customer’s perspective, they often are calling due to a breach of an implied contract.
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

Back To The Future For 2012

Tuesday January 10th 2012 1pm Rated 4 1 Comment Management Performance
Ah, the time of year for resolutions! As I look back on 2011 and consider my resolutions for 2012, I wonder how much has really changed in the contact center industry and how much has stayed the same. After all, don't we struggle with the same old recurring issues year after year? Agent attrition, low and/or erratic performance (be it sales close rates, technical support issue resolution, etc.), poor service level delivery, and intense cost pressures – go back to 1995 and you'll see the same list of issues. So, what has changed and what can we do about these issues in 2012 to actually improve contact center performance?

Giving Your Quality Program “Teeth”

Tuesday November 15th 2011 9am Rated 3 1 Comment Measurement Quality Management
As call center leaders, we fancy ourselves as both scientists and artists. In a highly complex, people-fueled, and time-intense operating model, the ability to balance intuition and analytics is paramount to our success. Let’s leave the world of art for a moment and focus on science. One of the characteristics of call centers that I am continually drawn to is their innate measurability.
Community

T. Rowe Price - A Profile in Service

Wednesday October 6th 2010 9am Rated 2 1 Comment Contact Customer Customer Service Data Workforce Relationship Manangement Quality Management
Chris Hufman, Vice President at T. Rowe Price Colorado Springs, sat down with CCA for an exclusive two hour interview. Mr. Hufman is responsible for one of three contact centers serving over 3 million customers.

On Demand Call Centers: Hosting Is Not SaaS

Thursday September 15th 2011 1pm Rated 1 1 Comment Management Outsourcing
To deploy a 100-seat contact center today, a business typically needs to shell out $250,000 in upfront capital and $50,000 in annual maintenance. Many businesses simply do not wish to lock up capital in call center technology or the operational staff required to manage these complex implementations.
Community

The Clouds Two Biggest Impacts on the Contact Center

Tuesday May 31st 2011 12pm Rated 1 1 Comment Customer Management Virtualization Workforce Remote
Cloud-based contact centers are hot in the industry today. Stories appear in popular trade publications and the topic draws standing-room-only sessions at contact center industry events. The buzz around cloud, or virtual, contact centers isn’t just hype -- leading analysts have diligently studied the growth, drivers and impacts of this delivery model.
Community

Mastering the Fundamentals of Call Center Management

Monday March 14th 2011 12am Rated 1 1 Comment Management
The path to high impact, high value performance results
Community

Essential Readings in Contact Center Management

Wednesday September 29th 2010 2pm Rated 1 1 Comment Management Knowledge Management Book Review Forecasting Queue Staffing Workforce
Books you want to have in your resource library!
Community

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.
Community

Preparing the Contact Center for Emergencies

Tuesday May 3rd 2011 10am Rated 7 0 Comments Disaster Recovery Management Customer Service
Every member of a contact center’s leadership team should ensure that each subordinate leader and each employee has an understanding of their individual roles when an emergency plan is activated. In this article we’ll explore some the characteristics of emergencies and how leaders can prepare their employees.
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

10 Secrets of the Well Trained Service Representative

Tuesday November 29th 2011 12pm Rated 5 0 Comments Management Training Agent
Customer service today is so much more than just a smile. In today’s market the service or support department is a complex environment and requires a service professional with multiple skills. It takes a person who has excellent communication skills (think social media, email, web chat, telephone and face to face ), a deep understanding of company specific product, policy and procedures knowledge, and yes, strong customer service soft skills.
Community

Who Has the Toughest Job in a Contact Center?

Thursday March 3rd 2011 12pm Rated 5 0 Comments Management Supervisor Team Morale Motivation Call Monitoring Training
If you guessed “supervisor,” you would be correct. In this article, we’ll discuss some of the tasks and responsibilities that supervisors face. More than in most organizations, the quality of a contact center supervisor can make an employees’ work life pleasant or miserable. A good supervisor can be a friend, mentor, sergeant and the person closest to management. At the same time the supervisor also has to discharge a host of responsibilities related to the operation of the contact center.
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

Contact Center Virtualization, Consolidation and Centralization

Thursday February 3rd 2011 9am Rated 4 0 Comments Virtualization ACD VOIP Technology Operations Management
Gone are the days of installing and maintaining several ACD’s at each site within the business enterprise. Each call center ACD site requiring separate data base administration and in many cases replicating data in each ACD to mirror business rules. The menagerie of stuff is further complicated when you account for voice network connectivity (aka tie lines, T-1 circuits etc.) and associated peripherals’ throughout the enterprise. Even sophisticated call centers that utilized pre-routing capabilities such as Cisco ICM and Genesys, were challenged by duplicating agent skills in each center, providing equipment at each location, training, management, site report reconciliation and call transfers.
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

Three Steps for Attacking Adherence Problems

Tuesday January 24th 2012 8am Rated 3 0 Comments Management Performance People Coaching
Ask a group of workforce management professionals about their biggest problem and a high percentage will tell you that it is schedule adherence. Enormous effort goes into forecasting workload, calculating staff requirements, and creating staff schedules. But all that hard work goes down the drain when the frontline staff don’t stick to the schedule plan.
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