Internal Infrastructure & Governance
The Light at the End of the Tunnel: Creating Incentives for Call Center Employees
January 03 by CCW Digital EditorBrian Mullaney, SVP of the Customer Contact Center at The Scooter Store, gives a keynote speech at the 11th Annual Call Center Week in Las Vegas. The Scooter Store, which provides electronic mobilit...
8 Million Customers, 171 Languages and 1 Big Apple
December 21 by CCW Digital EditorJoe Morrisroe, 311NYC's Executive Director and Deputy Commissioner for the mayor of New York City, gives the opening keynote speech at the first annual International Contact Center Expo and Conferen...
Doing More With Less in the Call Center and the Dangers of Average Handle Time
December 17 by Jane FinnIn recent years, a lot of attention has been paid to making our companies more "customer- centric" and aligning the call center’s "vision and mission" with the organization’s corporate g...
Life vs. Job Satisfaction Within the Call Center
December 13 by Customer Contact WeekAccording to recent findings by Wright and Cropanzano, a more holistic approach to employee relations is necessary to remain successful in today’s highly competitive environment. This is espec...
Pat This: TSA vs. the Airline Customer
December 08 by Gina ScanlonRecent developments concerning the Transportation Security Administration's new full-body scanners and ‘pat downs’ in certain airports around the nation have percolated curiosities conce...
Empowering Women in the Contact Center and Beyond
December 08 by Rosanne D'AusilioI recently contributed to a popular Carol Roth blog called 76 Challenges That Women Have to Overcome in Entrepreneurship (http://tinyurl.com/36wa6kg) This is similarly applicable to the workforce in...
7 Steps to a Contact Center Strategic Plan
December 06 by Colin TaylorIn our call center and contact center consulting practice, we are often asked this question. Johnson and Scholes (Exploring Corporate Strategy) define strategy as follows: "Strategy is the directi...
Call Center Agents: Employees or Contractors?
November 29 by Christopher M. CarringtonDoes your call center service provider hire agents as employees or contractors? If you are currently outsourcing customer service or in the process of selecting a vendor, it’s a critical, yet...
Perfecting CSR Utilization Practices
November 26 by Ed BurnsCSR utilization is a vast and complex subject. There are various problems whose impacts manifest themselves in that big bucket labelled utilization. Simply put, utilization is an indicator of how...
Making Home Agents Feel at Work
November 15 by Greg LevinThose of you familiar with my writing know that I am a big proponent of telecommuting. A work at home arrangement fosters high employee engagement and productivity, is a "greener" staffing method th...
One More Time–How Do You Train Employees?
November 12 by From the CMIQ Editorial DeskEditor's note:The purpose of this article is to increase the level of general awareness as to what is required to train employees for performance and results. We tilt the article toward 6 sigma t...
Saving Lives One Call at a Time with Novo Nordisk
October 29 by CCW Digital EditorCall Center IQ talks with Edgar Rosero, Associate Telesales Manager for Novo Nordisk, at the 11th Annual Call Center Week in Las Vegas. Rosero discusses how he sets the tone for his company's cultur...