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Tested Methods for Reducing Absenteeism in the Call Center
Author: Kelly Carson
Posted: 3/16/2010

Tested Methods for Reducing Absenteeism in the Call Center - Kelly Carson

Oy Vey, Hire Another Call Center Representative! Here’s a statement you’ve likely heard many times from your company VP: “We’re spending way too much money to staff this call center.” Depending on the organization, attrition for one call center representative can result in costs as high as $30K once resources, benefits and training are factored and loaded into... Full Article

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Articles
What Do Gwen Stefani, Roger Federer and Jennifer Lopez Have That Every Call Center Manager Needs?
Author: Mary Murcott
Posted: 3/12/2010

What Do Gwen Stefani, Roger Federer and Jennifer Lopez Have That Every Call Center Manager Needs? - Mary Murcott

So, you’ve been told that your role as a supervisor is primarily that of coach. You “buy in” to all the theory and research that tells us that customer experience, employee engagement and company revenues all increase when call center representatives receive a significant... Full Article

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Videos
Making Customer Complaints Profitable
Author: John Goodman
Posted: 3/16/2010

Making Customer Complaints Profitable

Arguably the godfather of a structured approach to complaint handling, Vice Chairman of TARP Worldwide John Goodman knows how to turn grumpy customers into loyal brand ambassadors. Goodman agrees that the call center is a hotbed for customer information—the problem is that... Full Article

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Podcasts
Part 2 of the Power Player Panel: Call Center Futurists Bring Surprising and Counter-Intuitive Insight
Author: Blake Landau
Posted: 3/17/2010

Part 2 of the Power Player Panel: Call Center Futurists Bring Surprising and Counter-Intuitive Insight

The call center has a horrendous reputation—that’s old news! The second in a series of Full Article

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Whitepapers
Stop Looking! The FCR Silver Bullet Is Already Here
Posted: 3/2/2010

Stop Looking! The FCR Silver Bullet Is Already Here

Algorithm-based First Contact Resolution is the market proven and affordable “Silver Bullet” the industry has been waiting for. A Report From Contact Centre Research While improving your First Contact Resolution (FCR) rate can reduce costs and increase customer satisfaction, many contact centers struggle to accurately measure and operationalize this important metric. That is about to... Full Article

Columns
Surveys Produce Jaw-Dropping Gains in Knowledge and Service Worker Productivity!
Author: From the Editorial Staff at e-BIM
Posted: 3/5/2010

Surveys Produce Jaw-Dropping Gains in Knowledge and Service Worker Productivity! - From the Editorial Staff at e-BIM

In knowledge work and in most customer service work, call center productivity improvement requires the elimination of whatever activities do not contribute to performance. Non-productive call center activities sidetrack and divert from performance. Eliminating such work may... Full Article

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At a bakery, people take a number instead of standing in line - and are called when it's their turn.

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Blake Landau

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About Customer Management IQ

Customer Management IQ is an online community for finding Customer Management and Call Center information, discussing ideas about CRM and Call Center Management and sharing marketing best practices. Join today and interact with a vibrant network of Customer Management and Call Center professionals. Keep up-to-date with the Customer Management and Call Center industries by accessing our wealth of articles, videos, online seminars, live conferences and more.

Customer Management IQ is subsidiary of IQPC, one of the world's largest, fastest-growing conference/tradeshow organizations. With IQPC, we provide Customer Management and Call Center Conferences, call center training courses and expositions for Customer Management Executives to network and learn the latest Customer Service Management developments and trends occurring in organizations today. We create an interactive experience for Customer Management Professionals featuring practical, objective and up-to-date Customer Service information and insight from leading Customer Management practitioners.