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Contact Center ARCHIVE

Giving FEEDBACK  Sep 01, 2007 9:30 PM By Liz Kislik

Why put yourself through the agony of giving performance feedback when 1) the problem really isn’t very bad, 2) she’s probably not going to change anyway,

3 Ways E-learning Pays  Aug 15, 2007 8:25 PM By MCM staff

Once thought to be too expensive for the call center, e-learning is hot. Through the Web, E-learning allows your customer service reps to brush up on customer service skills or training between calls and shifts. This is the first in a three-part series on the value of e-learning.

5 Steps to Disaster-Proofing your Contact Center  Jul 31, 2007 8:59 PM By Gary A. Pudles

Contact centers have become the arteries of organizations, enabling customer care, retention, inbound and outbound sales, fundraising and donations, and direct response. So before a disaster threatens or strikes, take effective measures to protect your centers and the services they provide.

10 Secrets to Optimizing Your Workforce  Jul 31, 2007 8:27 PM By MCM staff

Everyone is struggling to do more with less

Customer Care and Employee Care Go Hand-in-Hand  Jul 31, 2007 8:21 PM By Joanna Brandi

Without creating an environment where your employees feel valued and good about coming to work, you can’t hope to deliver a level of service that will build true customer loyalty.

19 Ways to Reduce Employee Turnover  Jul 31, 2007 8:12 PM By MCM staff

Employee turnover is a fact of life in the contact center. The better armed you are with strategies the more effective you’ll be at managing it.

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

Mark Twain once said,

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

Home Is Where the Rep Is  Jun 01, 2007 9:30 PM By Jeff Schmitt

You’ve heard time and again how consumers have more choices now than ever and have access to more information than ever. Technologies such as the Internet

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.






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