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Strategy


First Call/Contact Resolution; the Customer’s definition…

Tuesday August 24th 2010 9am Rated 3 2 Comments Benchmarking Customer Service Metrics First Call Resolution Strategy Satisfaction Customer Contact Data
You need to have the right data to determine your definition of FCR...
Community

Strategic Leadership In The Contact Center

Friday December 7th 2012 6am Rated 1 1 Comment Leadership Strategy
Call Centers, in one form or another, have been around as long as the telephone. The call center 80 years ago may have simply been one person answering calls on one phone number, a small shop from one of its customers, but nonetheless, the call represented a relationship between a company and a customer.

Bad Things Happen to Good Companies

Thursday June 23rd 2011 12pm Rated 3 0 Comments Disaster Recovery Customer Service Strategy
Becoming the go-to contact for catastrophe prevention and recovery... An airliner skids off the runway—how can the passengers’ friends and family know if they were safely evacuated? A software manufacturer releases a new version of a product, only to discover a serious problem that caused personal information to be available to hackers and online scam artists. A popular children’s toy was made with lead paint, and consumers need to be warned and the product recalled as soon as possible.
Community

Self Service Strategy

Thursday January 19th 2012 1pm Rated 2 0 Comments Self Service Strategy
We recently did a webinar on Self Service Contact Centers. But rather than give reasons or explanations for investing in such services, we centered on how to get the most out of the experience once you have selected one. Kind of like those “what to expect when you are expecting” guidebooks you see for people who are going to have a baby. We are going to assume you are already pregnant, so to speak, or else you wouldn’t pick up the book. And now we can tell you some of the things you should look out for to get the best and avoid the risks of the proposition.

5 Things You Don’t Want Your Competitor to Know in 2012…

Tuesday December 13th 2011 2pm Rated 1 0 Comments Strategy Continuous Improvement Executive
In the coming year these are the top 5 concerns every business leader should consider if they are interested in success
Community

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.
Community

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.

Session 301: There Really is an "I" in TEAM - It Is You!

Wednesday March 13th 12am Rated 0 0 Comments Leadership Strategy Manager
If you are reading this you are probably already a good manager but are you a good leader? Now more so than ever, people need good leadership that will influence them to take control and envision their future. Leading people is not meant for everyone, and those that are truly successful at it know what the secret for success is. The secret will be shared with you during this session.
Community

Session 801: Next Generation Contact Centers and Home Working

Wednesday March 13th 12am Rated 0 0 Comments Workforce Home Agents Management Strategy
25% of consumers utilize one to two channels when seeking customer care and 52% of consumers utilize three or four channels. Purchasing transactions on mobile devices is exploding. And following will be support and help for customer care initiated through wireless devices. In tandem, the workforce is changing.
Community

Across Functional Lines: Your Strategic Value Multiplying

Wednesday November 23rd 2011 6am Rated 0 0 Comments Strategy
There’s a vast difference between full potential and full utilization. In virtually every organization with which I’ve worked, contact centers have been in the former rather than that latter category.
Community

Truly Exceptional Coaching: Escaping the Endless Cycle of Attrition and Poor Performance

Thursday September 29th 2011 8am Rated 0 0 Comments Coaching Strategy
Here’s the thing about coaching…anyone can execute the function. Anyone can make an employee go through the motions. Anyone can stand back to look upon mediocre results and proclaim a superior achievement. That’s what anyone can do.
Gold

Executives Only Invitation

Wednesday July 13th 2011 8am Rated 0 0 Comments Culture Management Learning Experience Executive Strategy
You're invited to exchange ideas and share with other executives.

Self Service that Works

Monday August 30th 2010 10am Rated 0 0 Comments Self Help Self Service IVR Strategy
Make self-service the preferred channel. Develop appealing, service-oriented options to increase customer acceptance and satisfaction.
Community

Contact Center Compensation Trends

Thursday August 26th 2010 9am Rated 0 0 Comments Sales Strategy Pay Scales Salaries Compensation Trending Benchmarking Customer Customer Service Management Survey Contact Data
A strong focus on sales and adding value is shaping contact center roles and pay strategies.
Community

Text-Based Technology

Wednesday August 25th 2010 2pm Rated 0 0 Comments Chat Instant Message Technology ACD Agent CRM Customer IVR Performance Strategy Support Vendors Workforce Contact
Combine strategy, technology and operational integration for text chat success.
Community

VoIP-Enabled Contact Center Continuity

Tuesday August 24th 2010 10am Rated 0 0 Comments VOIP Disaster Recovery Customer IVR PBX Strategy Contact
VoIP has opened the door to a world of possibilities for affordable, effective disaster recovery solutions.
Community

It's All About Leadership...

Monday August 23rd 2010 2pm Rated 0 0 Comments Communication Continuous Improvement Customer Service Executive Metrics Strategy Leadership Contact
It’s not whether you in-source or outsource your Contact Center - it’s all about leadership…
Community


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