2011 June | Call Center Cafe

Training for New Managers – What Managers Need First to Be Effective in the Management Role

June 20, 2011 By Gail 1 Comment

The Secret To Giving Negative Performance Feedback
By Kate Tammemagi

Training for New Managers – What Managers Need First to Be Effective in the Management Role
Training new Managers is essential to the effectiveness of any organisation. It is amazing that many organisations put time, effort and money into training their staff, but leave their new Managers to find their own way in the world. It makes even less sense when you appreciate that the staff will only achieve results if they are led by a Manager who is effective in their role.
[Read more...]

Using an Outsourced Call Centre

June 19, 2011 By Gail Leave a Comment

Using an Outsourced Call Centre
By Tez Art
Many businesses might benefit from outsourcing facilities management services to save time, money and to take advantage of every business opportunity.
[Read more...]

Filed Under: Call Center, Call Center Outsourcing Tagged With: Call Center, Call Center Outsourcing, Call Centre, lone worker, lone worker protection, lone worker support, outsourced call centre, Outsourcing, using an outsourced call centre, worker support provider

Would You Like Some Dessert With That Turnover?

June 18, 2011 By Gail 1 Comment

Would You Like Some Dessert With That Turnover?

What would your waistline look like if every time you ordered a meal you added dessert? If you were like most people, it wouldn't be long before you needed to purchase larger clothes.

Eventually you might reach the point where you realized the answer to your tight fitting jeans was in front of you all along.

Five Factors That Make A Successful Customer Service Training Program

June 17, 2011 By Gail 1 Comment

Five Factors That Make A Successful Customer Service Training Program

By Damien Clarke
Companies that focus on customer service see a much larger return on their investment than companies that do not make it a priority. To provide exceptional service, employees need to be trained; there is no way around it. In order to provide the most benefit to employees, a customer service training program needs to be provided by a reputable training firm and selected with an organization's specific needs in mind.

Dealing With Customers – Tips on Phone Etiquette

June 17, 2011 By Gail Leave a Comment

Dealing With Customers – Tips on Phone Etiquette

By John K Kavoi
The customer is the KING! That is the most acclaimed title that a customer enjoys in the face of any business practice. But why such a big title? A business will only survive in the ever increasing competitive business environment through the retention and growth of it's customer base. A lost customer is considered as the first step to a failed business because that can create an avalanche of uncontrollable customer exit.

How Call Blending Can Help You Achieve Maximum Service Levels

June 16, 2011 By Gail Leave a Comment

How Call Blending Can Help You Achieve Maximum Service Levels
by Mark S Serbol
Effective matching of both service level and budgetary targets for staff is one of the major call center problems. If we over-staff we will be over budget, if we under staff our service level will suffer. Although there are many work force management packages the market that will help you in this difficult area you will still face a constant battle to achieve the call center service levels required cost effectively.
[Read more...]

Filed Under: Call Center, Call Center Outsourcing, workforce management Tagged With: Call blending, Call Center, call center Call blending, Call Center Outsourcing, call center service, call center services, contact solutions company, how call blending can help you achieve maximum service levels, proactive customer service, work force management

Hunting Customer Loyalty for Inbound Call Centers – It Is Easy!

June 16, 2011 By Gail Leave a Comment

Hunting Customer Loyalty for Inbound Call Centers – It Is Easy!
by Morris Jane
Customers in the 21st century expect all the facilities that are freely offered from any business organization. Organizations that focus on client centric approach have become very proactive about the methodologies that show better level of customer loyalty to exist in this cut-throat business.

It Is Time to Turn Into Back Office Outsourcing

June 15, 2011 By Gail 1 Comment

It Is Time to Turn Into Back Office Outsourcing
By Prabu K Kumar

The fact is that business process outsourcing is here to stay. This has in fact become a boon for the small and medium-sized businesses that may lack the resources and manpower to effectively maintain and staff top-notch financial operations. Many firms find it a sensible move to outsource certain non-core but necessary functions.

Current Back-Office Outsourcing Developments Show Great Opportunities

June 14, 2011 By Gail 2 Comments

Current Back-Office Outsourcing Developments Show Great Opportunities

By Prabu K Kumar

Great Traits of Outstanding Customer Service

June 14, 2011 By Gail 2 Comments

Great Traits of Outstanding Customer Service
By Grace du Prie

WHAT STAFF NEED TO GIVE QUALITY CARE

After an extensive search of available literature and analysis of staff jobs with customer contact elements, 9 service skills and 17 competencies were identified as being essential ingredients for care positions.
[Read more...]

Filed Under: Call Center, Customer Service, Customer Service Training Tagged With: asking the right questions, Call Center, call center customer care, Customer Service, Customer Service Training, customer service winner, grace du prie, great traits of outstanding customer service, nbsp, outstanding customer service

Cold Calling: What to Listen for in the First Three Seconds of the Cold Call

June 13, 2011 By Gail Leave a Comment

Cold Calling: What to Listen for in the First Three Seconds of the Cold Call
by John Landrine
Let's face it; getting through to today's modern prospective customers via cold calling, can be tough. In every cold call and even warmer calls, you have precious few seconds to differentiate yourself enough to get the prospect to want to continue the conversation. However, while everyone concentrates and focuses on what to SAY to the prospect in those first few critical seconds, not many ever think about what to HEAR.
[Read more...]

Filed Under: Call Center, Call Center Outsourcing, Call Center Sales Tagged With: Call Center, Call Center Sales, cold call, cold calling, cold calling what to listen for in the first three seconds of the cold call, effective sales presentations, first three seconds, many cold calls, professional sales presentations, telephone sales professionals

How to Stop the Erosion of Morale

June 13, 2011 By Gail Leave a Comment

How to Stop the Erosion of Morale
By Michele O'Donnell
The Merriam Webster Dictionary defines morale as "the mental and emotional condition (as of enthusiasm, confidence, or loyalty) of an individual or group with regard to the function or tasks at hand". As employees are a company's most valuable asset, it is imperative to create a workplace that fosters an excellent environment that creates the best morale possible.

	Subscribe To Feed
	Join Me on Facebook
	Follow Me on Twitter
	Let's Get LinkedIn

Training for New Managers – What Managers Need First to Be Effective in the Management Role

Using an Outsourced Call Centre

Would You Like Some Dessert With That Turnover?

Would You Like Some Dessert With That Turnover?

Five Factors That Make A Successful Customer Service Training Program

Dealing With Customers – Tips on Phone Etiquette

How Call Blending Can Help You Achieve Maximum Service Levels

Hunting Customer Loyalty for Inbound Call Centers – It Is Easy!

It Is Time to Turn Into Back Office Outsourcing

Current Back-Office Outsourcing Developments Show Great Opportunities

Great Traits of Outstanding Customer Service

Cold Calling: What to Listen for in the First Three Seconds of the Cold Call

How to Stop the Erosion of Morale

Find What You Are Looking For

Please Click Google +1 to Recognize CallCenterCafe.com :-)

Sharing The Knowledge

Call Center Resources

About Greg

RSS To EMail

Topics

Connect With Me

Call Center Best Practices

Call Center Resources

Your Career

Pages