Unorthodox Wisdom for the Uncommon Call Center Posts


The L Word: Loyalty
Published: 2010-06-08
Many call centers are entrepreneurial ventures whose success and continued growth is largely attributed to the grit and perseverance of the founder, the entrepreneur. As a professor at the University of Wyoming, I have talked about entrepreneurshi...
This is an awkward column for me to write, but I feel compelled to respond to the many emails I received regarding conspicuously recognizable call center facility. Much of that column referred to the blandness of many call centers and their inabil...
"The order is rapidly fadin' And the first one now, Will later be last, For the times they, are a-changin.." -Bob Dylan I been thinking a lot recently about this new health care morass and...
Let me begin this column by stipulating that I am 66 years old and am fully aware that I have failed to grasp the true significance of much of today’s call center technology, including call center self-service customer ser...
Customer Management IQ’s Editor Blake Landau wanted me to write a column regarding New Year’s resolutions that call centers could consider for 2010. She suggested that I write something that Emily Post might put in one of her columns...
A Call Center Holiday Story
Published: 2009-12-23
Sometimes things happen that just make you feel good. Such is the case with Press One, an outbound call center in Fort Collins, Colorado. Press One was founded 10 years ago by my friend Andy Orr. Andy emigrated from Scotland as a child 40 years...
I have noticed an increased interest in the desire of call centers to improve their job satisfaction level. Now before I say anything else, I want to be very clear: Job satisfaction in a call center is important, but it is an acutely complex iss...
The improvement in economic conditions has companies revamping their call center recruitment and hiring strategy. Call center recruitment has become a focus again and, as a result, call center turnover is inevitably increasing. The luxury of having a...
Recently, I received an e-mail invitation to attend a webinar titled, "Installing 6 Sigma Standards in Your Call Center." At first, I thought it was a joke! Then, as I read on, I realized it was serious. The invitation even proclaimed I could earn a...
Whether or not you know it, you made a contract with your call center representatives when you hired them. This agreement is known as a psychological contract, a well-documented phenomena that occurs at the time of employment. This circumstance...
Most call center managers accept the merits of forming teams in the call center environment. It's hard to review an annual report without reading the word "team" in every other paragraph. Almost all corporations have T-shirts, coffee mugs, etc. proud...
This column is dedicated to exploring common call center management practices that might not be in synchronization with the conclusions and implications of solid research regarding human beha...