CallCenterScript: Call Center Management Archives

Call Center Management Archives

Mar31	Utilize your Team Building Funds Well 'Jam' Mayer March 31, 2008 Know More: Call Center Management Agents, Operations, Team Leaders It is important for a team of call center agents to get together as a group and celebrate their success or just to know more about the newest member. Funds are always budgeted for team buildings and the call center... Posted at 3:28 PM \| Permalink \| Comments
Mar31	Cross Skill an Agent: Hire Less, Train More 'Jam' Mayer March 31, 2008 There are different ways of saving on labor expense for call centers. One way is to cross skill an agent. There are three ways of doing it.Different Line of BusinessSome agents are trained initially for the customer care department. After... Continue Reading Posted at 12:12 PM \| Permalink \| Comments
Mar27	Team Leaders and Operations Managers: Doing Time and Motion Studies 'Jam' Mayer March 27, 2008 “I don't have time!” This is what we usually hear from most team leaders. Whatever the task may be, the answer is the same, even if it is part of their job duties. They seem to be busy bodies, and... Continue Reading Posted at 7:24 AM \| Permalink \| Comments
Mar26	Buckets of Coffee and Lived like Dracula...Thank You! 'Jam' Mayer March 26, 2008 I received an email today and thought of sharing it with you folks. It came from a trainer who was leaving the company for personal reasons. It warms my heart because I know, as a company we are doing something... Continue Reading Posted at 3:04 PM \| Permalink \| Comments
Mar 9	BCP Strategy: Work at Home Alternative 'Jam' Mayer March 9, 2008 Business Continuity Planning (BCP) is critical to any call center business.Knowing where to route your calls in case your systems go down or an event has transpired which led to an increase in absenteeism in your workforce is one plan.Big... Continue Reading Posted at 6:06 AM \| Permalink \| Comments
Feb 4	PCI Compliance in a Call Center 'Jam' Mayer February 4, 2008 Due to today's constant advancement of technology, we expect gadgets to come out with the latest and most number of features in one device. It is common to have a phone, camera and wireless connectivity in one. It's just cool... Continue Reading Posted at 8:40 AM \| Permalink \| Comments
	Call Center Training Convention 2008: Manila, Philippines HUMAN SIGMA: Evolution of Metrics and Road to Excellent Service Guidon Performance Solutions: LeanSigma for Call Centers, Part 3 Guidon Performance Solutions: LeanSigma for Call Centers, Part 2 Guidon Performance Solutions: LeanSigma for Call Centers, Part 1 Call Center Attrition: Be Sensitive and Take Action! Is There Lead in your Lipstick? Thomas the Tank Engine recall: could it get any worse? Rehearsals for Call Center Disasters The Cost of Disaster Preparation Just for example: what could go wrong in your call center Possible Disaster Scenarios for your Business Preparing your Call Center for Possible Disaster How a Call Center Manager can Save the Day CNN/Fortune 100 fastest growing companies: I can beat that Empowering customer service representatives When you shouldn't outsource Outsourcing to control costs Call center outsourcing: the cost of an empty seat Making more money with your call center When hiring, what does top management look for? Fun at the call center Educate your call center team Communicating with your reps Employee incentives, gold stars, and other perks Compassion as a productivity tool Solving Difficult Problems Without a Real Supervisor Versatile schedules for agents To recruit the best call center talent, create an ideology of excellence Better productivity through trust A guide to managing call center employees What does it take to maintain employee morale? Non-work-related computer programs Fake escalations Maybe the customer doesn't have to talk to my manager Thank you for calling. Can you tell I'm undervalued? Is it obvious why customers keep calling back? Is customer service an entry level job? Increase in Labor Cost: The Competition has Begun! Don’t Shortchange your Agents by Compromising Training

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