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Process


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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Moving the Call Center from Good to World Class

Monday August 30th 2010 2pm Rated 3 1 Comment Improvement Hiring Process Support Executive
Raising the service bar for your center starts with an enterprisewide transformation to a customer-focused culture.
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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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Expanding the Contact Center’s Reach

Thursday August 26th 2010 2pm Rated 2 0 Comments Automation Process ACD BPO CRM Customer Technology Contact
CBPA is a promising technology to increase efficiency, cut errors and boost customer loyalty. Selling it to senior execs may be the challenge.

The Contact Center Development Model

Friday September 3rd 2010 2pm Rated 1 0 Comments Contact Process Improvement
Is your center struggling to improve processes? The Contact Center Development Model offers a roadmap to optimizing performance.
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Tying Your Call Center Programs, Procedures and Processes Together to Drive Proficiency

Thursday September 22nd 2011 2pm Rated 0 0 Comments Process
How can you leverage your call center metrics to improve agent performance and your managers’ ability to motivate, coach and challenge their teams to achieve better results?
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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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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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Essential Readings in Six Sigma

Sunday October 3rd 2010 10pm Rated 0 0 Comments Customer Expectations Customer Service Forecasting Implementation Measurement Metrics Models Quality Process Tools
Six Sigma is a proven quality program that is increasingly being used in the service sector. This list of books on Six Sigma can be used as a starting point to understanding this exciting methodology.
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Process Optimization Comes to Fruition

Tuesday August 31st 2010 10am Rated 0 0 Comments Optimization Process Tools
Today’s technology can enable value-driven change. To learn what’s possible, first take a hard look at the tools you have in place.
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Driving Process Excellence

Friday August 27th 2010 2pm Rated 0 0 Comments Process Improvement Feedback Customer Collaboration
Improving processes that impact the contact center and, ultimately, the customer experience requires an end-to-end approach.
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Customer Service in 2013 and Beyond

Wednesday August 25th 2010 1pm Rated 0 0 Comments Remote Virtualization Multi Channel Analytics Agent Customer Customer Service IVR Models Staffing Supervisor Workforce Contact Process
What customer service challenges will the next generation of digital consumers bring, and how will businesses need to adapt? A glimpse into the future of customer service.
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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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Virtual Reality: Seize the Opportunity

Tuesday August 24th 2010 11am Rated 0 0 Comments Virtualization Technology Operations Career Customer Implementation Support Contact Queue Process
Virtualization offers many benefits for contact centers. Getting there requires a multiphased planning and analysis approach.
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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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Driving Performance in a Weak Economy

Monday August 23rd 2010 10am Rated 0 0 Comments Customer Retention Employee Engagement Agent Enterprise Experience IVR Management Manager Performance Support Training Quality Contact People Data Process
Strategies for maximizing your contact center’s value and generating long-term success.
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Tweets You Care About


  • MoveTweet (IamOkema) Superb read on how companies are re-thinking business & using #SocialMedia to explore http://t.co/7vGvzBqh | #business #leadbiz #custserv
  • JobServeLtd (JobServe) RT @TravelJobsAgent: New #Job Catering/ Hospitality/ Travel Experience Wanted #Liverpool http://t.co/B8rbsKjH #Hiring #Permanent #CustomerService
  • 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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