19 April 2010  Call Center Carnival, Operations

Welcome to the April 19, 2010 edition of the Call Center Blurbs carnival.

2 April 2010  Communication Skills, Featured, Operations, Quality Assurance, Webinars

Here are some upcoming call center webinars this month and the next. Happy learning! How to Handle Non-English Calls and Increasing Efficiency, Social Media – How your Contact Center will be Affected, The Interaction is the Experience and more!

28 December 2009  Call Center Carnival, 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 15minutes!  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
Post has been written for Call Center Script, a blog within the Know More Media …

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
Post has been written for Call Center …

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!”

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?

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.

8 October 2005  Operations

It has happened again! A site that is bold enough to ramp multiple accounts in just a few months. To make it exact, there are about 4 accounts launching just a week apart from each other. It’s crazy but if everybody pulls it off, then applause is in order.

1 October 2005  Operations, Work Environment

Isn’t technology just dandy? Now, you don’t have to put up with all the *h** that comes from commuting to and from work. Not to mention all the “dangers” that commuters expose themselves to just to get to the office.

8 September 2005  Operations

I personally am passionate about my job but honestly, money still talks and anything extra to reward a job well done, to increase more business into the site, is a good reason to create incentives. But, how much is enough to make sure everybody is happy and the business is still making money? 10%? 20% 40%?