Call Center Banner Stats

Staffing & Productivity
103 results
of 10
Posted:

How much money is your company losing in “no fault found” product returns?

So often consumers purchase products only to realize they don’t know how to use them, leading quickly to a return. The result? Your profits are tied up in perfectly-working returned products sitting in a warehouse in open boxes.  

Your call... Full Content »
Contributor: Ken Lahti, Ph.D.
Posted: Mon, 02/16/2009
Ken Lahti, Ph.D.

In the telecom industry, where balancing customer service issues with sales and staff churn are constant challenges, cutting employee turnover by half while increasing consumer sales and efficiency is an amazing achievement. The secret to EMBARQ’s success is rebuilding the hiring process around industrial-organizational psychology-based... Full Content »
Contributor: Ken Lahti, Ph.D.
Posted: Tue, 03/24/2009
Ken Lahti, Ph.D.

Quality of Hire Matters

Hiring decisions matter now more than ever. When companies are trying to do more with less, successful customer management with fixed or fewer resources will be a key determinant of survival and profitability. Because agent performance directly impacts top and bottom line revenue, quality of hire for these key customer... Full Content »
Contributor: Blake Landau
Posted: Sun, 06/14/2009
Blake Landau

The economic crisis has put financial stress on middle class families. These challenges are often because of unforeseen circumstances, such as a job loss or illness. New Jersey SHARES provides relief to people who are not eligible for other types of assistance. It is the only statewide, nonprofit 501(c)(3) organization that provides grants to... Full Content »
Contributor: Kimberly Warrick
Posted: Mon, 07/06/2009
Kimberly Warrick

The economic crisis has put financial stress on many middle class families. These challenges are often because of unforeseen circumstances, such as a job loss or illness. New Jersey Shares provides relief to people who are not eligible for other types of assistance. It is the only statewide, nonprofit 501(c)(3) organization that provides grants... Full Content »
Contributor: Keith Fiveson
Posted: Tue, 09/15/2009
Keith Fiveson

Emotional Intelligence in the Call Center Is Back

In this era of customer empowerment, call center managers that focus on Emotional Intelligence (EI) find valuable aid in the selection, recruitment and development process. Emotional Intelligence is all about an individual’s ability to understand emotions and act appropriately. Human... Full Content »
Posted: Thu, 09/17/2009
Home Based Agents: Expanding Your Talent Pool and Realizing Cost Savings

Hilton has been raising the bar with providing outstanding customer service with an at home agent program omprising 40 percent of reps. They are in the process of signing a partnership with a non profit to hire at home agents and have launched a home grown virtual training program.

• Saving money with at home versus in house while getting... Full Content »
Contributor: call center week
Posted: Tue, 09/22/2009
Call Center Recruiting: The Keys to Candidate Sourcing
Few call center managers would argue with this simple reality: Identifying the right call center representatives is one of the single most significant drivers of call center performance. But identifying the right call center representatives can be problematic. Tapping into labor markets that yield enough qualified applicants to meet call center... Full Content »
Posted: Wed, 10/21/2009
How to Build a Winning Team

Greg Dyke explains how to build a team you can trust. Hire the best and then let them get on with it. Full Content »
Posted: Thu, 10/29/2009
Never, Ever, Ever Hire Grade B or C People in Your Management Team

Simon Calver, CEO of LOVEFiLM, explains the importance of hiring the best people.

We all know, but sometimes forget, that people want more than money to stay (or at least grade A people do anyway!)

Small business owners are at a disadvantage because of an unknown brand–so if you are a small business, you need to draw talent in from a... Full Content »
Contributor: Judy McKee
Posted: Wed, 12/09/2009
Judy McKee

Countless call center dollars can be saved every year if call center representatives learn to control the path of the conversation with the customer. In your training sessions, you can teach the call center representatives special call control and discovery techniques. These skills will enable the call center representatives to avoid dead air... Full Content »
103 results
of 10
Posted: Thu, 09/17/2009
Home Based Agents: Expanding Your Talent Pool and Realizing Cost Savings

Hilton has been raising the bar with providing outstanding customer service with an at home agent program omprising 40 percent of reps. They are in the process of signing a partnership with a non profit to hire at home agents and have launched a home grown virtual training program.

• Saving money with at home versus in house while getting Full Video »
Contributor: Blake Landau
Posted: Sun, 06/14/2009
PodcastImage
The economic crisis has put financial stress on middle class families. These challenges are often because of unforeseen circumstances, such as a job loss or illness. New Jersey SHARES provides relief to people who are not eligible for other types of assistance. It is the only statewide, nonprofit 501(c)(3) organization that provides grants to Full Podcast »
Contributor: call center week
Posted: Tue, 09/22/2009
call center week
Few call center managers would argue with this simple reality: Identifying the right call center representatives is one of the single most significant drivers of call center performance. But identifying the right call center representatives can be problematic. Tapping into labor markets that yield enough qualified applicants to meet call center st Full Sector Report »