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Making Screen Pops Pop  Jun 05, 2007 10:18 PM By Kathryn Jackson

Screen pops are basically any technology, including interactive voice response (IVR), automatic number identification (ANI), or computer telephony integration (CTI), that presents corresponding data

Calculating the High Cost of Employee Turnover  May 29, 2007 8:10 PM By Kathryn Jackson

What does it cost you every time you lose a valued employee? Have you considered all the factors (hard dollars, soft dollars, direct costs, indirect costs) you should include? If you haven’t, then it will be very difficult to assess which retention strategies will be profitable for you.

A Strong Case for Call-Center Certification  Apr 24, 2007 8:51 PM By Kathryn Jackson

During a recent best-practice study, a call-center certification tale piqued my curiosity. I must admit to becoming a little jaded because of all the call-center certifications that have come and gone in my 20-plus years in this industry. But the one was different.

Supporting Telephone, E-mail and Chat Inquiries  Jan 17, 2007 8:45 PM By Kathryn Jackson

Can one agent handle telephone, e-mail, and chat inquries? And is that even a good idea? That depends on the communication skills you evaluated your agents on prior to hiring them and/or any additional training you have provided them since. Verbal and written communication skills are two distinct competencies, and being well-versed in one doesn’t necessarily guarantee success in the other.

Flight Simulators for Contact Centers  Sep 20, 2006 9:55 PM By Kathryn Jackson

Recently I asked several contact center managers, “How prepared are your agents to handle the job immediately following initial training?

The Skinny on “Amputated” Coaching  Sep 13, 2006 7:34 PM By Kathryn Jackson

You may already know where your coaching gaps are in the contact center. If you don

How to Create the Most Effective Call Monitoring Program, Part 2  Jul 26, 2006 6:37 PM By Kathryn Jackson

The first part of this article appeared in July issue of the O+F CONTACT CENTER ADVISOR, a sister e-newsletter published monthly. Part one focused on the call monitoring form. Here, we’ll discuss the monitoring process itself.

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