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Will All of the Practicing Adults Please Raise Your Hands?

Thursday December 9th 2010 4pm Rated 2 2 Comments Management Manager Team Coaching Culture Training
For some of us that have been in this business for years (alright, over 20 years), it appears that some of our colleagues have become whinny children incapable of thinking about anyone but themselves. Where did all of the practicing adults go?
Complimentary

TEAMWORK in the Contact Center – What a Team Leader Should Know

Wednesday November 17th 2010 10am Rated 7 0 Comments Team Inbound Team Lead
Our society reveres teams; sports teams, in particular occupy a unique place in our society. In this article we’ll discuss some of characteristics that team leaders should strive to develop and some of the pitfalls of the team environment.
Complimentary

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...
Complimentary

Who Has the Toughest Job in a Contact Center?

Thursday March 3rd 2011 12pm Rated 4 0 Comments Management Supervisor Team Morale Motivation Call Monitoring Training
If you guessed “supervisor,” you would be correct. In this article, we’ll discuss some of the tasks and responsibilities that supervisors face. More than in most organizations, the quality of a contact center supervisor can make an employees’ work life pleasant or miserable. A good supervisor can be a friend, mentor, sergeant and the person closest to management. At the same time the supervisor also has to discharge a host of responsibilities related to the operation of the contact center.
Complimentary

Deloitte Services

Wednesday August 25th 2010 10am Rated 2 0 Comments Survey Satisfaction Data Continuous Improvement Quality Agent Coaching Support Team Contact
Breaking the mold: A look at Deloitte Services’ journey to achieving distinctive service.
Complimentary

How to Be a Good Contact Center Agent

Wednesday November 17th 2010 9am Rated 1 0 Comments Management Manager Agent Team Training
This article will discuss how an individual contact center agent improve their careers. Recent customer service scores indicate, that there is room for improvement by contact centers.
Complimentary

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.
Complimentary

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?
Complimentary

Employee-Focused WFM

Tuesday August 31st 2010 10am Rated 0 0 Comments Workforce Management Employee Engagement Team Tools
How can you improve customer service, staff morale and cost performance? Start with employee-friendly WFM practices.
Complimentary

Low-Cost Agent Incentives: Ideas for Affordable Contact Center Incentives

Wednesday August 25th 2010 11am Rated 0 0 Comments Incentives Performance Agent Communication Customer Customer Service Employee KPI Management Supervisor Team Contact People
Developing staff incentives on a tight budget: The most effective rewards often don’t cost a lot.
Complimentary

Alternatives to Classroom Training

Wednesday August 25th 2010 10am Rated 0 0 Comments Training Customer Email Employee Team Tools Contact Learning
Classroom training may not be an option if you’re under budget and time constraints. Six alternative methods for when you need to act fast.
Complimentary

Comcast Digital Care

Tuesday August 24th 2010 3pm Rated 0 0 Comments Social Media Customer Customer Service IVR Performance Satisfaction Team Contact People Call Volume
Are call centers ready for social media? Comcast thinks so. A look at how the cable giant uses social media to engage customers.
Complimentary

Making a Cross-Selling Connection

Tuesday August 24th 2010 2pm Rated 0 0 Comments Cross selling Upselling Team Contact
Develop a cross-selling approach that adds value to the service interaction. How to avoid the three most common mistakes.
Complimentary

Training Tips Every Manager Needs to Know

Tuesday August 24th 2010 2pm Rated 0 0 Comments Training Technology Measurement Manager Employee Team Contact Learning
Improve the stickiness of your training through clear objectives, effective job aids and valid measurement.
Complimentary

The Impact of Word of Mouth in the Web 2.0 World

Tuesday August 24th 2010 11am Rated 0 0 Comments Social Media Customer Customer Service Email Experience Team Contact Customer Loyalty
Social media provides a powerful and contagious platform for customer complaints. Leverage online feedback to identify viral potential.
Complimentary

Make the Most of On-the-Job Training

Tuesday August 24th 2010 10am Rated 0 0 Comments Training Job Aids Team Contact
OTJ training is a highly effective approach when properly designed. We offer a roadmap to developing a structured, well-planned process.
Complimentary

Real-Time Queue Management

Tuesday August 24th 2010 10am Rated 0 0 Comments Queue ACD Customer Management Team Contact
Planning and access to the right information is the key to meeting customers’ real-time service expectations.
Complimentary

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.
Complimentary

HyperTherm

Monday August 23rd 2010 11am Rated 0 0 Comments Culture Training Collaboration Career Customer Development Employee Experience IVR Management Manager Support Team Quality Contact People
A strong commitment to staff development and a team-based culture pay off in high productivity and employee loyalty.
Complimentary


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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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