Calling All SEASONAL Reps

| Penny Reynolds

It’s April and, for most consumer catalogers, time to plan for their peak staffing needs six months from now. Catalogers that do most of their business

Queen of the contact center

| MCM staff

Elisa Lowry is vice president of operations for Jacksonville, FL-based Venus Swimwear and its sister catalog, undergarments title WinterSilks. As such

Disaster-Proofing Customer Care

| MCM staff

When a contact center closes due to a hurricane, a power outage, or another disaster, customers may hear busy signals indicating overloaded or downed phone circuits, receive standard auto-attendant messages or hang-ups, or be put on hold for long periods of time with no explanation.

Ten Basic—but Often Overlooked—Keys to Training Reps

| Dan Coen

What starts as management training given to customer care representatives generally becomes management training received by representatives. In other words, managers typically designs training based on what they want to accomplish and when they want to deliver information to their representatives.

Understanding Agent Occupancy

| Penny Reynolds

One factor that has a major impact on contact center staffing is the size of the center or the agent group. Centers handling larger volumes of calls will naturally be more efficient than smaller ones. This is due to the economies of scale of large groups.

Service with a snarl

| Mark Del Franco

Here’s a disturbing sign of the times: Younger consumers are so accustomed to poor customer service that they’ve come to expect it, according to a study

TIDBITS

| Mark Del Franco

Datavantage buys CommercialWare Natick, MA-based CommercialWare was sold on Feb. 1 for $13.2 million to Cleveland-based Datavantage, a subsidiary of Micros