development
The Essential Outbound Call Center Checklist
March 09 by Angela MorrisIf you’re like most call center managers, your daily routine is pretty consistent. Most likely you haven’t recently taken the time to evaluate what is working and what needs to be change...
What's Your Inspiration to Care For Customers?
July 02 by Kate NasserCustomer care, the true sense of wanting to help customers, is a subject that has intrigued me for many years. Why do I feel so much inspiration to care for customers? You might immediately think...
Customer Service Starts With Your Staff
June 28 by Peggy CarlawI just read an interesting article in Inc. by Tali Yahalom called "How to Improve Your Company’s Customer Service." In it, she says that improving your customer service starts with your staff....
The Cost Of A No Show
June 23 by Jo'Ann AldersonThe lazy, hazy days of summer are right around the corner. That’s good news as long as everyone arrives at the office on time and every day. It’s not good news if they don’t. He...
The Contagious Culture of the The Scooter Store: An Interview with Brian Mullaney
June 23 by Blake LandauBrian Mullaney is proud to work for The Scooter Store. We can’t blame him considering the reputation of the culture. Mullaney is the Senior Vice President of the Customer Contact Center and ke...
Corporate Wellness: It's Not a Program It's a Culture
May 28 by Avi SingerUndertone Networks the employer I have been fortunate enough to work for the past year and a half, doesn’t have an official corporate wellness program. That is not to say we don’t pay...
So Fresh and So Clean--the Importance of First Impressions
May 27 by Brooks Mitchell, PhDThis 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...
The 'Flaws' with Women In Leadership
May 20 by Doug WilwerdingRecently I had the privilege of being a panelist at a local university that exclusively enrolls women. Among a full complement of course offerings in various disciplines, the college of business o...
Paula Klee Addresses Contact Center Culture
May 19 by Blake LandauWhat if you or your contact center agents had to look in the mirror before they picked up the phone? Would smiles be reflected? When you smile, or frown, the listener can hear this on the other side...
Effective Management Toolkit: How To Conduct An Effective Contact Center Employee Performance Review
May 11 by Katherine MehrIf you manage a contact center you are in the people business. Managing frontline employees or contact center teams can be a difficult task, but effective development tools can improve employee perf...
Is Attracting Top Talent in the Call Center an Oxymoron?
April 07 by Jo'Ann AldersonIn case you haven’t noticed, there is a top-talent crisis going on. For years company execs and call center management have assumed that with a little touch of call center technology just abou...
Unleashing Excellence: What Outstanding Call Center Leaders Do
April 05 by Dennis SnowAre effective leaders born or are they developed? That question has been debated in thousands of books, articles, speeches and forums. While there are some characteristics effective leaders may have...