Win the Customer
APRIL 20, 2011
One of the fundamental principles of creating effective employees and to create an outstanding team in your organization is providing effective feedback on the performance of your team members. The Manager Tools series spends quite some time discussing the topic of effective feedback and I wanted to condense it to a few quick how-to’s in giving employees feedback.
TASKE Technology
APRIL 5, 2011
Last month, we talked about how KPIs can help you measure whether your contact center is meeting business objectives. We also covered a few KPIs that are generally accepted as core measures of service levels in a contact center: first call resolution, telephone service factor, and abandon rates. Now, we’ll look more closely at KPIs for more specific contact center service models.
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Customer Interactions
APRIL 25, 2011
'Recently I had the pleasure of collaborating with Sharon Shaw, Director of Education for the PSA Security Network, Daniel Brault, Founder and President of Electro Specialty Systems (ESS), and Karen L. Baker, Senior Vice President, The Protection Bureau, on a panel discussion at ISC West about how to make IP video projects profitable. The session was well attended and the discussion spirited.
Brad Cleveland Blog
APRIL 29, 2011
If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery. Unfortunately, many managers rely on metrics that are summarized over overly-large blocks of time and lose visibility of problem areas.
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Win the Customer
APRIL 19, 2011
Having a conversation with our employees about how to maintain or improve their job satisfaction if one of the most effective ways of achieving higher levels of employee motivation and performance. Today we have a guest post from Joan Henshaw, a 15 year veteran trainer of business owners and managers. Joan has extensive experience in developing employee/manager relationships and how to be able to develop a great workplace atmosphere for employees and managers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customer Interactions
APRIL 10, 2011
'You’ve heard it many times at the beginning of a customer service call: “this call may be monitored for quality assurance.” But what about 9-1-1? No where is quality service is more important than 9-1-1. There is much at stake when a call goes wrong: your agency’s reputation, potential liability and expensive litigation; and most importantly, peoples’ lives.
Customer Interactions
APRIL 3, 2011
'Over the past decade, CCTV systems have rapidly evolved from coax or fiber-based analog systems to pure IP-based systems. One obvious benefit – IP video systems can leverage the existing IP infrastructure put in place by IT, eliminating the need to lay down miles of dedicated analog cabling. Plus, just one IP network cable can carry audio, video and alarm signals from a camera, and supply camera positioning commands and even power to the camera.
Brad Cleveland Blog
APRIL 29, 2011
If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery. Unfortunately, many managers rely on metrics that are summarized over overly-large blocks of time and lose visibility of problem areas.
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