|
Average Handle Time: Is It For You?
Everything old is new again–including AHT.I’ve been around the call center space for a long time. Heck, I’ve been around since before the call center was called a call center (back then it was referred to as Inside Sales, Customer Service and Client Relations). Admitting to my longevity in the field may make me sound ancient but I assure you that I am not prehistoric. Technology, aft....more |
|
Author: Jo'Ann Alderson Tags: call center | call center management | call center representative |
|
|
|
Creating a Career Path for the Seasonal Student
Cheeks in the seat. Bums in the chair. A warm body. A pulse with a brain. These are just a few of the descriptions I have heard to express the selection criteria for a call center representative. With Summer on its way we need to start thinking about how to be smarter about our seasonal call center hiring practices. We know we need a better job description—this much is obvious; but it ....more |
|
Author: Jo'Ann Alderson Tags: call center | contact center | talent |
|
|
|
The Call Center: A Rose By Any Other Name
The call center is getting a bad rap because they’ve got a bad rep. As least this is what my husband thinks. And since he’s about as removed from the call center business as you can get, I thought his insight was refreshing. This is why I asked him to continue. “Change the name,” he said “and maybe they’ll get some respect.” I only h....more |
|
Author: Jo'Ann Alderson Tags: call center | call center representatives | turnover |
|
|
|
Is Attracting Top Talent in the Call Center an Oxymoron?
In case you haven’t noticed, there is a top-talent crisis going on. For years company execs and call center management have assumed that with a little touch of call center technology just about anyone could do the job of assisting the customer, closing the sale, or working the help desk. Now that we are moving out of the recession and hiring again we are waking up to the fact that call center represen....more |
|
Author: Jo'Ann Alderson Tags: call center | call center representatives | contact center |
|
|
|
The Cost Of A No Show
The lazy, hazy days of summer are right around the corner. That’s good news as long as everyone arrives at the office on time and every day. It’s not good news if they don’t. Here are six things you can do to inspire people to go to work when the beach beckons: 1. Make Punctuality Your Priority: If you arrive at the office on time and use the hours avai....more |
|
Author: Tags: call center | performance management | performance measurement |
|
The Six Essential Principles of Call Center Performance ManagementJo’Ann Alderson, President of Progressive Communications and author of Connecting in a Faceless World , wants you to achieve your New Year’s resolution this year. Alderson is committed to getting your call center into shape. The “Oprah” of her industry, Alderson presents the six |
|
Tags:
call center
|
call center management
|
performance measurement
|
Part 1 of the Power Player Panel Series
In this exclusive panel featuring some of the major power players at Customer Management IQ we address tools to achieve C-level buy in for the call center. These four women, accomplished and famous in their own right, address how you can gain C-level support for your call center if you’ve never had |
|
Author: Blake Landau Tags: call center | call center representative | leadership |
|
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 power player podcast panels , three call center futurists address how you can turn your call center from a “complaint center” to a “thinking organization.” Have you ever heard call |
|
Author: Blake Landau Tags: call center | call center management | contact center |
|
#3 in the Call Center Power Player Panel Series: IVR A Help Or a Hindrance?
Most times we think we are better drivers than we actually are. We also tend to believe the customer experience provided by our IVR technology is much better than it actually is. Your customers want to talk. But have we stopped answering the phone? Are the cost savings of IVR (interactive voice |
|
Author: Blake Landau Tags: Emily Yellin | customer management | Glenn Pasch |
|
#4 Call Center Power Player Panel: Outsourcing and Offshoring--What's the ROI?
The on-shoring vs. off-shoring conversation is an old one for most of us—but what you don’t know about recent trends in off-shoring and outsourcing will hurt you. In a series of Customer Management IQ power player panels we evaluate the pros and cons of keeping the call center in-house or |
|
Author: Blake Landau Tags: call center | offshoring | outsourcing |
|
Reach Customer Management professionals through cost-effective marketing opportunities to deliver your message, position yourself as a thought leader, and introduce new products, techniques and strategies to the market.
Learn More >> Join today and interact with a vibrant network of customer management professionals, keeping up to date with the customer management industry by accessing our wealth of Customer Management articles, videos, online seminars, live conferences and more. Sign Up Today! |
| Customer Management IQ, a division of IQPC 2010 All rights reserved.Use of this site constitutes acceptance of our User Agreement and Privacy Policy. Careers With IQPC | Contact Us | Unsubscribe to Bizo |
|
