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People


How to Measure Call Center Leadership by its Impact on Agents

Thursday November 18th 2010 11am Rated 4 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?
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

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

Agent Retention: A Three-Pronged Approach

Friday October 26th 2012 8am Rated 3 1 Comment People Retention Agent
Is your call center a revolving door for agents to enter and exit on a regular basis while you strive to maintain customer service levels and balance operating costs? Investment in recruiting and training agents is costly, and when agents leave for thirty cents more an hour at a center down the street, that investment becomes a wasted resource. The value of call center agents is indisputable; how to best retain your investment in them is more complex.
Community

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.
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

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.

Managing Gen Y in the Contact Center

Friday May 17th 12am Rated 2 0 Comments Agent People Performance Management
Gen Y, which represents 58% of the contact center work force, has different work/life expectations and interests than previous generations. On average, by the time a Gen Y has reached the age of 26, they will have had 6 to 7 jobs.
Community

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.
Community

Paper or Plastic: How a Grocery Bag Full of Money Can Improve KPI's

Friday January 25th 7am Rated 1 0 Comments People Retention KPI Incentives
I've visited hundreds of contact centers over many years. On almost every visit, I have seen hanging banners, wall posters, graphs, charts, spinning mobiles, or scrolling notices across reader boards all promoting some sort of ongoing reward program or limited duration contest aimed at motivating agents to improved performance. These types of incentive programs are now supplemented with employee balanced score cards and very detailed agent analytics.

Engaging Your Agents: How Web-Based 3-D Animated Gaming Simulations Lead to Better Performance, Higher Revenues in Call Centers

Friday June 8th 2012 8am Rated 1 0 Comments Customer Service Performance People Motivation Management
There are 183 million active gamers in the United States, who spend an average of 13 hours per week playing computer or video games. Imagine tapping into the energy and the talents that these gamers use to master Guitar Hero or to harness the motivation that they have for organizing complex raids and quests in multi-player online games. With this level of commitment, we would have a powerful tool for increasing employee effectiveness.
Community

CCA Queue Talk "People Process" with Gary Praznik

Thursday May 10th 2012 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 2012 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.
Community

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.
Community

The High-Quality Contact

Thursday August 19th 2010 1pm Rated 1 0 Comments Quality Metrics Customer Satisfaction Management Survey Technology Contact People
Quality is a moving target, which makes it difficult to define and evaluate. Understanding the trade offs among quality metrics is key to choosing the right measures.
Community

The Contact Center Association and CCEOC Inc. form Partnership to Offer Employer of Choice Certification to Call Centers

Tuesday February 26th 6am Rated 0 0 Comments Industry Reports People Retention
TORONTO, ON, February 8, 2013 – CCEOC Inc. and CCA jointly announced today that they have formed a strategic partnership to offer Contact Center Employer of Choice Certification to the US contact center market.

Contact Center Leaders Create Performance

Tuesday March 20th 2012 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”?
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