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Performance


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...
Complimentary

Essential Readings in Quality Monitoring...

Wednesday September 29th 2010 3pm Rated 0 2 Comments Performance Quality Call Monitoring Book Review
Books on Quality Monitoring for your reference library...
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Back To The Future For 2012

Tuesday January 10th 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?

10 Ways to Improve Agent Performance & Retention

Wednesday November 23rd 2011 6am Rated 1 1 Comment Inbound Performance Agent
Agents in call centers with greater than 100% turnover perform 20 percentiles lower.
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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.
Complimentary

Agent Performance 101

Thursday August 4th 2011 11am Rated 4 0 Comments Performance Agent
Whether you are a third-party telecommunications firm, or an in-house corporate call center, agent performance is the key to your success. Growing an agent from “good” to “great!” needs a roadmap to success, and will ensure that the agent meets center performance goals.
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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.

Quality Monitoring: Back to Basics

Tuesday August 24th 2010 2pm Rated 3 0 Comments Quality Performance Agent Coaching Employee Supervisor Vendors Contact Operations
Five QM practices that can help you to refocus your program on the fundamental goal: improving agent performance.
Complimentary

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.
Complimentary

From Egg Salad to Customer Service

Tuesday March 6th 7am Rated 1 0 Comments Customer Service Agent Management Performance
When I am on the receiving side of customer service gone south, I am forced to wonder if the negative experience was a one-off fluke or—and this is what really terrifies me— is this organization consistently falling short of their customer's expectations?

Reaching Inward: the Key to Providing First Call Resolution

Thursday December 22nd 2011 10am Rated 1 0 Comments Performance Management
Few people in the contact center industry would disagree that in this tough economic environment, good service and high customer satisfaction levels can make the difference between winning and losing business. The ability to resolve an issue upon the customer’s first call has become one of the most powerful measures of a contact center’s success. In fact, if a contact center increases call resolution, not only is the quality of customer service improved, but also customer satisfaction levels climb while operational costs are driven down.

Finding the Right Balance: A look at performance management for Contact Center Professionals

Wednesday November 23rd 2011 6am Rated 1 0 Comments Performance Inbound
For those who have worked and managed in the financial call center sector, the transformation from service center to distribution channel has had significant impact on the industry.
Complimentary

Keep Your Frontline All-Stars Productive

Thursday September 2nd 2010 1pm Rated 1 0 Comments Coaching Career Development Performance
Tips for avoiding the five biggest mistakes managers make when coaching high performers.

How to Measure Supervisor Performance

Tuesday August 31st 2010 1pm Rated 1 0 Comments Supervisor Performance Measurement
Move beyond team averages to address the behaviors and skills that drive employee and customer satisfaction, and business results.

Contact Center Performance Measures

Wednesday August 25th 2010 3pm Rated 1 0 Comments Contact Performance Balanced Scorecard Multi Channel Benchmarking CRM Customer KPI Data
Call centers are poised to play a key role in customer retention and value, but most still rely on cost-efficiency metrics to drive performance.
Complimentary

Sales as a Service

Wednesday August 25th 2010 3pm Rated 1 0 Comments Performance Cross selling Upselling Sales Strategy Continuous Improvement Hiring Contact
An effective approach to cross-selling and up-selling in the center can build loyalty and revenue. Here’s how to make it work.
Complimentary

Audit Your New Hire Training Program

Monday August 23rd 2010 3pm Rated 1 0 Comments Hiring Training Measurement Performance Employee Survey Contact
The first months of employment sets the tone for rep engagement, retention and success.
Complimentary

The Myths and Realities of First-Call Resolution

Monday August 23rd 2010 1pm Rated 1 0 Comments Metrics Performance First Call Resolution Improvement Agent Customer IVR Management Contact
FCR is a widely misunderstood metric. But if measured appropriately against previous performance, it can drive positive business results.

Need a Cure for the Training Budget Blues?

Monday August 23rd 2010 12pm Rated 1 0 Comments Budget Training Performance Support Tools Development Contact Learning
Five cost conscious strategies to meet your goals with limited resources.

Simplifying your Business

Wednesday March 28th 12am Rated 0 0 Comments KPI SLA Analytics Continuous Improvement Improvement Measurement Metrics Optimization Performance
Simplifying your business begins with the right measurement tools to optimize performance in your call center.
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Tweets You Care About


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  • SarahHedayati (Sarah Hedayati) The Importance of Management Coaching http://t.co/k2cfNRO4 #custserv #cctr via @ImpactLearning
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  • 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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