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How to Measure Call Center Leadership by its Impact on Agents

Thursday November 18th 2010 11am Rated 3 4 Comments Change Management Culture Employee Engagement Morale Motivation People Supervisor Team Lead Turnover
Go to class for 4 days and get your certificate…lead the call center! Oh, please. Do you suspect this is why leadership skills are on the decline? If this is viewed as important then evaluating leadership requires constant attention, monitoring, and assessing. But how?
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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!
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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...
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Business & IT Collaboration: IT‘s View

Monday August 23rd 2010 2pm Rated 1 1 Comment Technology Optimization Lifecycle Collaboration CRM Implementation IVR Performance SLA Support Contact People
It’s like falling in love again: How to renew positive relationships with contact center technology and those who deliver it.
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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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Three Steps for Attacking Adherence Problems

Tuesday January 24th 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.

Contact Center Incivility is on the Rise: Four Ways to Stop It

Thursday November 10th 2011 10am Rated 2 0 Comments People Management
There is a disturbing trend in contact centers and Corporate America. Despite increased talk about improving corporate culture, there is a civility problem in the workplace. It is wreaking havoc on contact center employee relationships and morale, as well as the bottom line. And few leaders are doing anything to stop it. According to The Cost of Bad Behavior by Christine Pearson and Christine Porath, it is far more widespread than people realize—and this incivility has devastating effects. Here are just a few of the statistics from their research study of 800 employers:

13 Practices that Prove Your Company Cares about its People

Thursday October 14th 2010 2pm Rated 2 0 Comments Agent Employee Engagement People
13 tips, broken up into 2 articles, to increase and maintain high employee satisfaction, retention and morale.

Employee Performance: Maximizing Average Performers

Monday August 30th 2010 3pm Rated 2 0 Comments Performance Employee Engagement People Coaching Motivation Career Development Skills
One size does not fit all when it comes to managing employee performance. Guidelines for developing your middle performers.
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CCA Queue Talk "People Process" with Gary Praznik

Thursday May 10th 12am Rated 1 0 Comments Employee Management People Hiring Retention
Hear about iQor’s unique recruitment practices and how they hire without using a formal interview process.

The Power of Active Listening for Managers

Thursday February 2nd 11am Rated 1 0 Comments Management People Employee
Listening skills continue to be the number-one skill hiring managers identify as most important to effectively conduct business. Poor listening skills impact the problem solving and interpersonal skills process from the front line to top management.

Leading the Culture Shift: Moving People Forward

Wednesday August 25th 2010 8pm Rated 1 0 Comments Culture Social Service Customer Customer Service Employee Supervisor Contact People
Is employee indifference hampering your center’s ability to provide outstanding service? Nine steps for improving your culture.
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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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Contact Center Leaders Create Performance

Tuesday March 20th 3pm Rated 0 0 Comments Management Performance People
Are You Building a High Performance Environment in Your Center? It is the Contact Center Leadership Team’s challenge to create the circumstances that stimulate improved performance and execution from the people within their organization. The key question for business Contact Center Leaders is not “why” high performance but rather “how”?

Integration of Technology and People: How Automation Can Lead to a Successful Contact Center

Monday May 16th 2011 12pm Rated 0 0 Comments Communication Automation Technology People
Automated Communications. Businesses often hear the term and equate it with cheap dialer systems and no human intervention when needed. While, on the other hand, consumers often link these communications to spam and poor customer service. When in reality...
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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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McAfee

Wednesday November 24th 2010 9am Rated 0 0 Comments Culture Customer CRM Experience Support Technology Quality Contact People Process
The key to a quality customer experience: incorporating the voice of the customer into every product, process, policy and relationship.
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The Grand Equation of Service

Thursday November 11th 2010 10am Rated 0 0 Comments People Process Technology Leadership
People + Processes + Technology + Leadership = Good Service
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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?
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Tweets You Care About


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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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