Call Center Industry News and Tips
Leadership Success – Why New Leaders Struggle
By Duncan Brodie
When you move into a leadership role for the first time, it is a huge step. Often we underestimate the size of the step we are taking when we become a leader.
So why might you be struggling and what can you do instead?
The Manager As a Firefighter
By Daniel R Tobin
When I first became a manager, I attended a weeklong training course. At one point, the instructor asked the participants to take out a paper and pen. "Think back to when you were 6 years old. What did you want to be when you grew up?" After a few minutes, she asked, "How many of your wrote down 'manager'?"
When to Say NO To a Training Request
By Daniel R Tobin
In tight economic times, training budgets are often among the first items that get put on the corporate chopping block. In these circumstances, training managers are thrilled when someone comes to them with a request to develop some new training – especially if the requestor has a budget for it. But there are times when the training manager should say NO to a request.
Staff Training – Reduce Theory For More Training Effectiveness
By Leon Noone
Summary
"The best theory is practical". A Professor of Management told me that way back in 1975. He was really stating the obvious. We spend our lives operating machines successfully without the faintest idea of what "makes the machine tick". When we train new staff, we insist on teaching theory so that they'll "understand". Is that necessary?
Call Center Effectiveness Tips
By InsideSales.com
If your business requires making thousands of outbound calls on a daily basis as well as handling a similar number of inbound calls, you know that the efficiency of your call center is a key to your long-term success.
Contact Center Facts and Fallacies
By Anne Geller
Planning on working for a contact center? Good decision. You'll be able to see yourself in a whole new light and gain a little more respect for yourself. But, do you really know what you're getting yourself into? Here are some facts and fallacies you may or may not already know which will probably help you gain some insight into the wonderful world of the contact center industry.
Three Uses of Call Center Analytics
By Jeremy P Stanfords
Running an efficient call center requires having good data on how the work is being processed. Call center analytics give managers the tools to oversee and optimize staffing and workflow. Analytics can be used in three basic ways, and for best results planning should encompass all three.
Assessing Employee Training and Development Needs
By Tony Jacowski
Conducting a training needs assessment will help you to clearly define and understand what your employees need to know in order for your company to increase productivity. This assessment will depict the different areas where training is relevant, places where it is readily available, and what it will take to actually implement it. Below are some ideas that will get you started in the right direction.
Steps To Reduce Call Center Attrition
By Jeremy P Stanfords
Turnover in call centers is often higher than in other departments, and that puts a great strain on managers who are trying to keep enough staff to handle the call volume. Agent attrition will always be a factor, but it can be reduced to manageable levels by taking control of the situation.
Employee Incentive and Reward Systems – 7 Essential Basic Elements
By Leon Noone
Summary
Do you want an employee incentive and reward system that works to everyone's satisfaction? If you do, you need to ensure that you cover 7 essential basic elements I call this PAMSITS.
Use Call Center Research to Monitor Your Call Center
By Navdeep Chandel
To retain customers, contact center managers have to think outside the box and move beyond call center metrics. The contact center managers need to understand the needs of their clients precisely, otherwise, they will not be able to properly address those needs. The best way to know exactly what is required is through call center research.
Call Center Consulting
By Navdeep Chandel
So you want to improve your call center's key performance indicators (KPI): first call resolution (FCR), customer satisfaction (Csat) and employee satisfaction (Esat).
