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Contact Center Hiring: Finding the Best Way to Recruit  Sep 17, 2008 1:20 AM By Kathryn Jackson

Finding the right people to work in your contact center is critically important. Hiring the wrong people will not only turn off customers and hurt sales, it will also negatively impact the attitudes of other workers in your organization.

Contact Center Hiring: It All Starts with the Ad  Sep 10, 2008 3:10 AM By Kathryn Jackson

Want to attract the best possible candidates for your contact center openings? Start by tweaking the wording of that

Leading Based on Needing  Aug 13, 2008 2:04 AM By Kathryn Jackson

Using needs-focused leadership in your call center is a great way to improve agent performance and at the same time boost employee satisfaction.

Use ‘Needs-Focused’ Leadership to Improve Your Call Center  Aug 06, 2008 9:45 PM By Kathryn Jackson

Looking to improve your call center

Call Center Customers: The Waiting is the Hardest Part  Dec 18, 2007 11:10 PM By Kathryn Jackson

The gap between customers’ perception of waiting time and actual waiting time has been clearly conceptualized but rarely measured.

Calculating Contact Center Productivity  Dec 12, 2007 8:06 PM By Kathryn Jackson

Everyone in your contact center must understand how you calculate productivity. Without an agreed upon calculation, you can never truly trust the numbers.

The Skinny on Call Monitoring  Oct 30, 2007 8:03 PM By Kathryn Jackson

Managers typically monitor their agents’ performance in responding to telephone calls, e-mail, etc. for purposes of quality control and training. Research shows that best-practice contact centers monitor 5 to 10 calls per agent per month.

Customer Intimacy: Getting Past the First 15 Seconds  Oct 17, 2007 11:59 PM By Kathryn Jackson

Most call centers these days are tailoring their opening by balancing the requirements of their strategy and what their customers prefer. The best-in-class standard is not so much “agent first and last name” or “first name only” but rather what fits into the company strategy and customer segment.

Dark Days for Offshore Service?  Oct 10, 2007 9:46 PM By Kathryn Jackson

Have you off-shored any of your customer contact operation? If so, how do you ensure there are no

“Lies, Damn Lies, And Statistics”  Jun 26, 2007 9:25 PM By Kathryn Jackson

Mark Twain once said,

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