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• 13th Call Center Week 2012 Caesars Palace, Las Vegas , NV June 4 - 8 2012   June 4 Register Now | View Agenda | Learn More

• Working Smarter Not Harder for Process Excellence in the Call Center Unique obstacles befall the small call center and requires a unique approach. The small call center, one that employs less than 50 call center representatives, faces a different challenge. In addition the micro call center, one that employs less than 15 call center representatives, also has specific needs. Like many credit unions are often left to try and apply the large call center p....Read more

  Contributor:  Darryl Flores Tags: call center | call center representative | call center management 12/27/2010  12:00:00 AM EST

• The Business Case for IVRs and Automated Speech Recognition Over the last five years, leveraging self-service to drive down costs and improve customer satisfaction has garnered a lot of attention from chief executives looking to optimize call center organizations. Providing quality customer service to quickly become both a competitive and comparative differentiator in the marketplace in which core product offerings are being commoditized is more important than ever ....Read more

  Contributor:  Art Hall Tags: interactive voice response | ivr | automated speech recognition 10/06/2009  10:59:00 AM EDT

• Hire Better with Science: Assess Call Center Candidates’ Skills to Predict Job Success Quality of Hire Matters Hiring decisions matter now more than ever. When companies are trying to do more with less, successful customer management with fixed or fewer resources will be a key determinant of survival and profitability. Because agent performance directly impacts top and bottom line revenue, quality of hire for these key customer-facing roles becomes even more important. But, while qual....Read more

  Contributor:  Ken Lahti, Ph.D. Tags: call center management | call center talent acquisition | call center hiring 03/25/2009  12:00:00 AM EDT

• The Essential Outbound Call Center Checklist If you’re like most call center managers, your daily routine is pretty consistent. Most likely you haven’t recently taken the time to evaluate what is working and what needs to be changed. Typical call center organizations and the employees within those organizations have ways of doing things that are tightly woven in the fabric. It’s difficult to tell why things are done a certain....Read more

  Contributor:  Angela Morris Tags: call center | management | call center management 03/09/2011  12:00:00 AM EST

• What Do Gwen Stefani, Roger Federer and Jennifer Lopez Have That Every Call Center Manager Needs? 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 amount of helpful feedback. You’ve even read that best-in-class level of call center coaching should represent....Read more

  Contributor:  Mary Murcott Tags: call center | call center manager | call center coach 03/12/2010  3:26:00 PM EST

• 	A Marriage of Convenience: Marketing and Customer Care Team Up at Overstock.com Marketing and customer care don’t talk to each other! This is the rallying cry of so many of you in both marketing and the call center. But one company—Overstock.com--has done the impossible. With the help of Stormy Simon, Senior Vice President of Marketing and Customer Care, the online retailer
  Tags: overstock | overstock.com | call center

• 	What Happens in Vegas (Doesn't) Stay in Vegas: Rob Cate, Director of the World Famous Vegas.com Call Center Rob Cate is proud to serve the customers visiting Sin City. Cate has put his blood, sweat and tears into creating his version of a successful call center culture. And it’s working. Cate has increased Vegas.com’s revenue by 347 percent with 0 percent call center turnover. We aren’t
  Contributor:   Blake Landau Tags: call center | call center culture | call center management 04/16/2010  10:38:00 AM EDT

• Call Center Performance, Productivity & Metrics Venue to be Confirmed, Dallas, Texas September 12 - 14 2012   September 12 Register Now | View Agenda | Learn More

• I am interested in call center benchmark information, in particular the calcualtion basis for a 'co

  Tags: cost per call calculation 05/29/2009  3:18:35 AM EDT

• Flatten Your Global Cost of Ownership for Call Monitoring Back in 2011, we launched the latest version of the Virtual Observer (VO) quality optimization solution, ushering in a new web interface along with a fresh and redesigned layout for the application. As the system has seen fast adoption within our customer base, some of the side benefits have begun to Contributor:   Virtual Observations Tags: agent portal | cost of ownership | call recording cost 02/23/2012  12:00:00 AM EST

• Great Expectations: Self Service Automation and IVR Every call center manager knows that there are dozens of ways to measure various aspects of call center performance, including call center metrics for analyzing IVR self-service automation. Call resolution, call containment and average handle time are but a few of the call center measures of IVR performance, and for speech-enabled IVRs we can add recognition statistics, in-grammar and out-of-grammar rate....Read more

  Contributor:  Susan Hura Tags: call center | call center technology | ivr 09/06/2010  12:00:00 AM EDT

• Unleash the Creative Power of Your Call Center Ask most people what they think of their experience with the call center and the common answer will be "frustration." First they’re forced to wade through an automated system that impedes their ability to connect with a real person. And when customers do get to a real person, the customer experience is often less than satisfactory, even when their issue is resolved. It would be easy ....Read more

  Contributor:  Kathy Herrmann Tags: call center training | call center | call center representative 04/21/2010  12:00:00 AM EDT

• Jungle Themes and the Science of Happiness at Zappos Turn down the row that Zappos’ CEO Tony Hsieh sits in – only the Zappos’ lawyer has a closed-off office – and suddenly you find yourself in a jungle. “Plants up top and all over the place,” said Marlene Kanagusuku, manager of the customer loyalty team at Zappos. “It’s actually very calming.” And it’s fitting of the overall feel of the Za....Read more

  Contributor:  Customer Management IQ Tags: Zappos | Contact Center Training | Contact Center Strategy 07/11/2011  12:00:00 AM EDT

• Car Dealer Call Center Monitoring Who is monitoring your calls? Most of us have heard this when we are waiting to speak with a company… “ This call may be recorded for training purposes” While I see the benefit of recording calls, I often wonder, does anyone from this company really listen to these calls? Contributor:   Tags: Car Dealer | Customer Service | Management Training 01/05/2010  8:24:00 PM EST

• Car Dealer Call Center Monitoring Who is monitoring your calls? Most of us have heard this when we are waiting to speak with a company… “ This call may be recorded for training purposes” While I see the benefit of recording calls, I often wonder, does anyone from this company really listen to these calls? Contributor:   Glenn Pasch Tags: Car Dealer | Customer Service | Management Training 01/05/2010  8:24:00 PM EST

• 	How to Become A Call Center Employer of Choice Did you know that in the U.S. $300 billion dollars is lost every year due to stress related issues such as absenteeism, employee turnover, diminished productivity, direct medical, legal and insurance costs and work force stress? This has call center written all over it. But a few companies have decided to
  Tags: call center | call center management | employer

• 	How Zappos' 10 Core Values, 21 Skill Sets Engaged Contact Center Employees, Raised Customer Loyalty
  Tags: Contact Center Training | Contact Center Strategy | Contact Center Management

• 	Zappos' Call Center 'Beautiful Chaos,' Self-Review Program
  Tags: Zappos | Contact Center Training | Contact Center Strategy

• 	Partnering Live Chat with CRM David Cicarrelli is interested in matchmaking. The founder of Voices.com, Cicarrelli saw a demand for improved customer service offerings and launched his company, a matchmaker between buyers and sellers of voice recordings. Cicarrelli is interested in improving the customer experience through a simple
  Contributor:   Blake Landau Tags: call center | call centre | call center representative 08/05/2009  12:00:00 AM EDT

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