28 December 2009
Call Center Carnival, Featured, Human Resources, Operations
Happy holidays everyone! Welcome to the fourth edition of the Call Center Blurbs Carnival.
13 December 2009
Featured, Operations, Work Environment
Hot Topic, a teen retail accessory store won the customer service video contest. Their organization’s culture dictates how they treat their own customers.
21 July 2008
Call Center Script Article, Operations
“It’s
your first break after a few hours on the phone and you only have 15
minutes! Oh my! What a dilemma. You want to just get out of your
chair and do more than just stretch. Are you hungry? Are you a
smoker? Perhaps you want to check your personal email? Do you …
8 July 2008
Call Center Script Article, Operations
IBM Research Labs has developed new technology to mask and protect private information captured by call centers. It utilizes speech analytics to identify sensitive data that can only be accessed by authorized personnel.
Read my full article
31 March 2008
Operations
Tied to increase in attrition and constant demand to fill the seats, expenses increase and the purchase of call center headsets is common and basic tool for the job. But, it isn’t cheap.
Read my full article
9 March 2008
Call Center Script Article, Employment, Operations
Business Continuity Planning (BCP) is critical to any call center business. Knowing where to route your calls in case your systems go down or an event has transpired which led to an increase in absenteeism in your workforce is one plan.
Read my full article
19 January 2006
Operations, Work Environment
I’m sure you’ve heard of this phrase, time and time again. "Too many cooks spoil the broth!" But, my post today is really about "TOO MANY CHIEFS, NOT ENOUGH INDIANS!"
In my experience, this doesn’t happen in our industry. For outsourced centers, this will depend on the current structure of the …
15 December 2005
Operations, Work Environment
In a call center environment, specifically the outsourcing scene, managers meet a lot of clients and handle more than one client / program at a time. This is usually by the directors of the company or perhaps by support groups. So, how do they do it without going insane?
Sheer focus …
19 November 2005
Operations, Work Environment
Callcenterscript.com has launched their first contest and will run
till December 15 this year! What’s in store for those who
join? An iPod Shuffle! Cool eh?
They want to
hear your “Worst Customer Service Call” and please do share. You
can check out some of the entries that have been posted and compare
them to …
23 October 2005
Operations, Quality Assurance
A Quality Analyst or Auditor will normally think that a Team Leader will always be subjective when they do their monitored sessions. Whether it be done side by side or remote, the way they score might be subjective. Most call centers would not consider their observations as official scores, again, …
