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The Top 20 Contact Center Metrics for 2012  Jan 04, 2012 8:17 PM By Penny Reynolds

The three main stakeholder groups are pretty obvious. The most important group is, of course, is your customer base. The second group is the senior management team. And the third group is your contact center workforce. We

Reducing Call Center Staff May Cost You Money  Jun 09, 2010 11:31 PM By Penny Reynolds

Many businesses have felt the effect of a slowed economy in the past few years. All departments, including the call center, have been asked to tighten their belts and make the most of resources

Measuring and Rewarding Reps for Telephone Selling  Apr 14, 2010 7:48 PM By Penny Reynolds

Creating a successful selling or upselling program is a matter of putting the right people on the phones, training them properly, and creating policies and incentives to make them successful.

Targeted Training and Coaching for Telephone Selling  Mar 30, 2010 10:29 PM By Penny Reynolds

A successful telephone-selling program involves several steps. Learn how to equip your phone reps with the knowledge and skills to make the sale.

Preparing Your Phone Reps for Selling Success  Mar 16, 2010 11:21 PM By Penny Reynolds

The most critical factor in successful selling is getting the right people for the job in the first place. Learn how to properly prepare your phone reps for success.

Quantifying the Impact of Contact Center Schedule Adherence  Feb 03, 2010 12:52 AM By Penny Reynolds

Can you quantify the impact that a lack of schedule adherence has on your call center? Here are a few approaches for putting some numbers to your schedule adherence or lack of it

Outsourcing Seasonal Call Center Volume  Sep 16, 2009 9:31 PM By Penny Reynolds

The holiday crunch time is almost here, and your contact center needs to be ready. In previous columns we

A Look at Local Agencies for Seasonal Call Center Staffing  Sep 02, 2009 1:51 AM By Penny Reynolds

Catalog call centers use a number of tactics to find seasonal staffers. A common strategy is to work through a local staffing agency to find temporary full-time or part-time staff.

Contact Center Shared Staff Arrangements  Aug 19, 2009 3:37 AM By Penny Reynolds

Some catalog centers with a busy seasonal holiday pattern look to local businesses that may slow down in the fall. Some recruit workers directly with great success from businesses that have a summer peak. You can choose to try to reach these potential staff with wide and well-timed advertising, or you can elect to go directly to the source and work with those businesses directly.

Seasonal Staffing Alternatives for Your Contact Center  Jul 22, 2009 7:09 AM By Penny Reynolds


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