What Is an Acceptable Hold Time?
By Jose Phinehstr
The most important role in the call center business is that of the customers. Customers are the blood of the call center industry. [Read more...]
4 Temptations To Avoid As A Leader Or Manager
December 5, 2011 By Leave a Comment
4 Temptations To Avoid As A Leader Or Manager
By Duncan Brodie
When you secure a leadership or management role, it is a good feeling. In some ways it is recognition by others of what you have achieved and the potential that you offer in the future.
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Call Center Managers: Don’t Stop The Small Stuff
June 3, 2011 By 3 Comments
Call Center Managers: Don’t Stop The Small Stuff
By Gail Yahner
In regards to Call Center Agent Morale- if you stop doing the small stuff and you may end up Dealing With the Big Stuff!
Over the years in working in customer care Call Centers I have found that it is very easy to let things slide. When things are going well you may think you can cut back on the little things.
Benefits of Call Center Software Solutions
May 31, 2011 By Leave a Comment
Benefits of Call Center Software Solutions
By Chase Lane
The call centers are very crucial for any business success, that is why the automation with the help of call center software solutions is consider so very important by companies these days. From convincing customers from the calls made by a call center agent to the post sales services provided, the call center are important throughout the business cycle.
Tips to Emerge Successful in a Call Center Interview
April 27, 2011 By Leave a Comment
Call Center Training: The Principles Behind It
March 24, 2011 By 3 Comments
Call Center Training: The Principles Behind It
By Lucile Taylor
As much as the establishment of call centers and the number of call center agents increase, the need for call center trainings for better customer service and for better image of the company is the primary concern of most of the call centers elsewhere. As we all know, for a person to perform his tasks successfully, he must undergo trainings for the enhancement of his skills and abilities.
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Reinforce Your Call Center Culture With Six Tips
March 10, 2011 By Leave a Comment
Reinforce Your Call Center Culture With Six Tips
By Ella Greens
Call center management has always been worried about developing a motivating and strong work culture within the premises. Call center professionals have been consciously trying to shift the focus to culture along with existing problems like retention, quality and grueling schedules.
Call Center Budget Cuts
February 26, 2011 By 2 Comments
Call Center Budget Cuts
By Ivana Lewis
The budget of a call center is often cut down because of additional expenditures that the project may have encountered on the way. Call centers have to work out their expenditures according to the money designated for a campaign. Because of rising inflation, the cost of production in outsourcing call centers shoots up.
How to Manage Your Call Center Using the PEST Analysis?
February 25, 2011 By 5 Comments
How to Manage Your Call Center Using the PEST Analysis?
By Hani Masgidi
PEST analysis means strictly the Political, Economics, Social, and Technical analysis, which can be applied perfectly at any time. The following paragraphs will explain this analysis.
Political Issue
During the operation of managing your Call Center, you can apply the political issue in most of your unique programs.
Call Center Management Strategies
February 23, 2011 By 4 Comments
Call Center Management Strategies
By Hazel Rabor
Recruiting people who have both skill and motivation is important. Often times, what shines more are the skills an applicant has and more often than not, the motivation factor is neglected. This is rather sad because finding a person who values his work means he will have dedication and commitment in performing his duties. Furthermore, skills can be acquired while motivation is inherent.
Three Call Center Management Mistakes
November 27, 2010 By 1 Comment
Three Call Center Management Mistakes
By Jeremy P Stanfords
The latest generation of call center software can easily generate page after page of analytical reports. Armed with these call center reports, managers set out to turn their departments into lean, efficient operations. Unfortunately three common reactions to these reports can devastate operations, making things worse rather than better.
How to Run Inbound and Outbound Call Centers Successfully
November 16, 2010 By 1 Comment
How to Run Inbound and Outbound Call Centers Successfully
By Cally Parkar
Call centers have become one stop source and solutions for all the business needs of companies. Companies seeking excellent customer services are hiring inbound contact centers to offer customer centric services such as answering calls, resolution of the queries and to provide technical assistance.
