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.

28 November 2008  People, Work Environment

It was rather disappointing but not surprising to see, that the word “stress” is being searched on the Internet and Google happens to show this blog within the search results.  Interesting.
For someone who has been in the industry for quite some time, I agree it is rather a stressful job.  …

19 October 2008  Work Environment

When I spoke about the dress code early this year, it was pretty standard.  Agents could wear casual clothing like jeans and management have to power dress as expected.  I did mention that the policy should reflect the company’s culture.

I’ve noticed that it is changing.  As I cruise through the …

2 April 2008  Call Center Script Article, People, Work Environment

It is important for a team of call center agents to get together as a group and celebrate their success or just to know more about the newest member. Funds are always budgeted for team buildings and the call center or operations manager is in charge of allocating this on …

1 April 2008  Call Center Script Article, Work Environment

I don’t understand why a building would even allow their office space to be leased by many call centers and not even plan or consider elevator traffic. If I were to do this, I’m sure to tell my architect to think whether three elevators are enough to handle the volume …

31 March 2008  Call Center Script Article, Training, Work Environment

Call simulations or doing mock calls are often done during recruitment and training. It is an effective way of helping agents get more comfortable and ready for a live call. This is why the environment for them to do the simulation is important. You would all agree that this is …

18 February 2008  Call Center Script Article, Employment, Work Environment

Well, I’ve managed to fix my schedule to make sure I keep on writing regularly in Call Center Script plus keep my day job (without losing focus).  Weekends have now been focused on writing articles for the network.  Oh, don’t worry I still have pretty much a personal life, with …

2 December 2007  Blog & Personal Updates, Work Environment

It has been a long time since I posted here and I’ve always had an excuse.  Yes, I would call it an excuse because I could’ve used my time management skills and still had time to post at least 1 article per week.  But, that is the past.  I am …

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 …