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 …

17 July 2008  Call Center Script Article, Training

It is a strategy that most companies adopt to keep people in the company for at least 3 to 6 months.  This assures that training hours weren’t wasted and is a way to cut down “No Call No Shows” during this stage.   It is sometimes referred as a retention tool.  In …

15 July 2008  Call Center Script Article, Communication Skills

IBM’s India Research Laboratory has a web-based software that initially was developed for a call center in India to raise its agent’s English proficiency. The tool seems to be like a real time online game that makes learning more fun.
Read My Full Article at Call Center Script.
Post has been written for Call …

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 …

4 July 2008  Blog & Personal Updates, Call Center Script Article

The executives at Call Center Script still wants me in the team.  This is such great news!  They were very understanding and was kind enough to give me an alternative option for me to be able to plan my posts.  Hurray!
So, there were just a few posts this week and …

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 …

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 …

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 …

10 February 2008  Call Center Script Article, Employment

It has been a very eventful week at work.  Too much I would say and the stress is seriously getting into my nerves.  As I lead my double life (executive at night and writer at night — or should it the other way around considering I work at night), I …

2 December 2007  Blog & Personal Updates, Call Center Script Article

Okay, let’s get to to work! First of all, I appreciate those who still drop by to read my past articles.  That being said, I am back to pursue my passion for sharing knowledge and ideas to those who would like to listen.
I’ve managed to start some more articles in …

11 September 2007  Call Center Script Article, Employment

Part of the recruitment process, usually the initial interview is the most critical.  Most centers would have a structured template. I’ve listed some common interview questions to help you prepare when you apply in a call center.  If you have anything more, please send it over so we can list as many as possible.
Get …

7 January 2007  Call Center Script Article

Welcome to a new year! More articles and news have been posted in the Call Center Script blog.  I’d like you to drop by at my main blog site to browse through some (if not all) of the articles.
It’s been a rough month, which explains why I haven’t updated both …

26 August 2006  Advice Column, Call Center Script Article

Thanks Lee for submitting your question!  I’ve managed to post my advice in the Call Center Script blog.  Here is an excerpt for you to read.
“As agents, we interact with different personalities over the phone everyday.  Some are easy and uneventful, but there will always be that day when you just have …

15 April 2006  Blog & Personal Updates, Call Center Script Article

I’ve been meaning to change the categories and organize the Call Center Script blog website, but I’ve had the challenge of ensuring I don’t delete any of the previous posts.  Perhaps all I need is to move some that have minimal content and place it into sub-categories.
I’ve been very busy …