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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?
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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...
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Moments of Truth: Drive Organizational Value through Every Interaction

Wednesday August 25th 2010 11am Rated 2 0 Comments Experience Customer Expectations Organizational Value Accessibility Agent Customer Customer Service Management Manager Contact
Are your processes distracting frontline agents from providing world-class service?
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Employee Retention: Do you have what it takes?

Monday February 20th 12am Rated 1 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?
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How to Be a Good Contact Center Agent

Wednesday November 17th 2010 9am Rated 1 0 Comments Management Manager Agent Team Training
This article will discuss how an individual contact center agent improve their careers. Recent customer service scores indicate, that there is room for improvement by contact centers.
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Five Secrets of a Forecast Junkie

Wednesday September 8th 2010 10am Rated 1 0 Comments Workforce Manager
Whether you’re a new workforce manager or a seasoned pro, these tips will help you to hone your forecasting technique.
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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.
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Optimizing the Customer Experience

Monday August 23rd 2010 3pm Rated 1 0 Comments Customer Customer Service Strategy Agent Experience Manager Optimization Contact
Transform high-level strategic goals into tactical operational tasks and activities throughout the enterprise.

Measuring Customer Handle Time: Introducing ACTI

Monday August 23rd 2010 9am Rated 1 0 Comments Call Handling Metrics Measurement ACD Customer Experience IVR Management Manager Quality Contact People
Introducing ACTI — a new metric that aligns service quality and efficient delivery for a lasting impact on customer loyalty and costs.
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How to Sell Training to Your Manager

Monday March 14th 2011 12am Rated 0 0 Comments Manager Training
The best employees are not satisfied with status-quo and simply earning a paycheck. They desire career self-satisfaction and advancement.
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Workforce Management for the Holidays

Tuesday December 14th 2010 10am Rated 0 0 Comments Customer Customer Service Management Workforce Manager Process People
The holiday season brings special seasonal patterns at the monthly and quarterly forecasting levels. Furthermore, if you drill down even further you will find that holidays also affect your normal day-of-week patterns. This means that you should replace the week before, during, and after the holiday occurrence with a special trend that most closely represents the holiday behavior of your customers.
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Zappos

Wednesday November 24th 2010 1pm Rated 0 0 Comments Culture Customer Service Customer Manager Team Contact People Customer Loyalty
Zappos considers itself to be a service company that happens to sell shoes and apparel — a philosophy that is quickly turning the online retailer into a service icon.
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Hey, Which Way is the Door?

Tuesday October 19th 2010 10am Rated 0 0 Comments Continuity Planning Disaster Recovery Management Manager
The number of things that could go wrong in a contact center are legion, but the responses to the possible causes of a disruption mostly revolve around some commonsense and widely accepted disaster planning initiatives. The hard part for many contact center leaders is to first, accept that they could happen and, second, prepare accordingly.
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Top Ten Technology Implementation Tips

Wednesday August 25th 2010 8pm Rated 0 0 Comments Technology Project Management ACD Change Management Implementation IVR Management Manager Training Vendors Contact Operations
Rolling out new technology in your center? Commit the proper resources and time during the implementation phase to ensure that your investment achieves the right results.
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Make Customer Feedback Actionable

Tuesday August 24th 2010 3pm Rated 0 0 Comments Customer Survey Chat Feedback Management Manager Metrics Tools Contact Process
An effective feedback process can help you to spread the customer’s story across the organization. Getting there takes a little elbow grease.
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Training Tips Every Manager Needs to Know

Tuesday August 24th 2010 2pm Rated 0 0 Comments Training Technology Measurement Manager Employee Team Contact Learning
Improve the stickiness of your training through clear objectives, effective job aids and valid measurement.
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The Impact of Agent Retention

Tuesday August 24th 2010 1pm Rated 0 0 Comments Agent Retention Hiring Manager Satisfaction Supervisor Training Turnover Contact
Assess your contact center’s practices and environment to identify and plug critical talent leaks.
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Safeguarding Customer Data

Tuesday August 24th 2010 12pm Rated 0 0 Comments Security Data Privacy Career Customer Employee Manager Tools Workforce Contact
Employees are the greatest weakness in data security. Take precautions to ensure that staff aren’t opening doors for criminals.
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A Guide to Workforce Manager Ratios

Tuesday August 24th 2010 11am Rated 0 0 Comments Workforce Management Manager Contact Software
The environment, equipment, infrastructure and manager experience all play a role in determining proper workforce makeup.
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Whirlpool Corporation

Monday August 23rd 2010 1pm Rated 0 0 Comments Case Study Customer Service Employee People Technology Metrics Social Service Team Team Lead Manager Customer Engagement IVR Sales Quality Contact Process
World-class operation boasts a century-long commitment to customer service excellence.
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  • callcenterdr (Mary Bartels - Cook) Accent shows off new facility in Jeffersonville http://t.co/GFStPGBc #cctr
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  • 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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