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Blogs about: Call Center Management

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Managing Call Centers for Optimal Response

Mercury Media Index wrote 1 week ago: FOCUS: CALL CENTER  MANAGEMENT By: Daniel Diamond, Vice President, East Coast Operations If clients … more →

Tags: A. Business Advice, Advertisement, advertising, DRTV, DRTV Marketing, infomercial, Infomercials

Stop Attacking the Queue!

servicelevelgroup wrote 3 weeks ago: Ping Pong – get on the phone, get off the phone.   This is a common challenge is many call centers a … more →

Tags: call center consulting, call center leadership, call center metrics, Call Center Operations, Call Center, CALL CENTER BEST PRACTICES, call center improvement, call center process improvement, call center service level

Thoughts on creating a great call center culture

servicelevelgroup wrote 3 months ago: There are a lot of “great places to work” lists – national, regional, industry specific, etc…  … more →

Tags: call center leadership, Call Center Operations, customer service in the new era, Call Center, CALL CENTER BEST PRACTICES, call center consulting, call center process improvement, call center training, call center value

Understanding Call Center Economics is Key to Gaining Senior Management Buy-In

servicelevelgroup wrote 4 months ago: During my career, I’ve had the opportunity to work with a variety of organizations — som … more →

Tags: call center consulting, call center leadership, call center metrics, Call Center Operations, customer service in the new era, avoidable contacts in call centers, Call Center, Call Center Agents, call center operationis

How do World Class Call Centers Stay World Class?2 comments

servicelevelgroup wrote 4 months ago: Getting a call center operation to the world class level is something most leaders never experience. … more →

Tags: call center consulting, call center leadership, Call Center Operations, customer service in the new era, Call Center, Call Center Agents, CALL CENTER BEST PRACTICES, call center improvement, call center process improvement

Preventing Burnout in Call Center Agents & 9 Ways to Motivate Agents

myragolden wrote 6 months ago: There are two things people want more than sex and money…recognition and praise. Mary Kay Ash Mary K … more →

Tags: Call Center

The One Thing Companies Can’t Cut In This Tough Economy: Customer Service Employees

myragolden wrote 6 months ago: The One Thing Companies Can’t Cut In This Tough Economy: Customer Service Employees While staff redu … more →

Tags: Customer Service

Getting Senior Management Onboard - Part 1

servicelevelgroup wrote 7 months ago: “Senior management just doesn’t get it.” That’s a comment I’ve heard t … more →

Tags: call center leadership, Call Center Operations, call center consulting, contact center leadership, Call Center, call center training, call center value, call center process improvement, call center technology

Five Principles for Being Your Authentic Self

Amalia Sterescu wrote 7 months ago: “In order to utilize the power of authenticity in your life as a way to enhance your relations … more →

Tags: Community

Some good ideas to help cope with call center stress1 comment

servicelevelgroup wrote 7 months ago: In the best of times, call centers are challenging environments.  The current pressures of the econo … more →

Tags: call center leadership, customer service in the new era, Call Center Operations, call center consulting, contact center leadership, call center improvement, contact center management

Motivarea in Call Center – o misiune perfect posibila

Amalia Sterescu wrote 8 months ago: In Romania Call Centerul este un business la varsta adolescentei care isi perfectioneaza in permanen … more →

Opportunity #5 – Move the training department to the frontline -- and let them drive.

servicelevelgroup wrote 9 months ago: Bring trainers into the loop early, and constantly communicate with the frontline. Training is often … more →

Tags: call center leadership, Call Center Operations, call center consulting, call center training, call center metrics, avoidable contacts in call centers, Call Center, call center value, call center technology

Customer Service Call Centers

aoneinnovationpvt1 wrote 9 months ago: A call center is a centralized office of a company that responds to telephone calls from customers. … more →

Tags: customer service call centers, BPO, Call Center, Call Center Outsourcing, Call Center Services, Call centers, customer, Customer Call Center, customer care

Opportunity #4 – Move from relying on system reports to receiving immediate direction from agents and customers.

servicelevelgroup wrote 9 months ago: Think about how often your company repositions itself – via product enhancements, new market s … more →

Tags: call center leadership, Call Center Operations, call center metrics, call center consulting, contact center leadership, Call Center, call center process improvement, contact center management

Stop Talking and Start Improving your Customer Service

peterjeams wrote 10 months ago: If you own a computer or your home is connected to the internet there is a very good chance that you … more →

Tags: Call Center Outsourcing, offshore call center, outsourcing call centers, Call Center Operations, business process outsourcing, help desk outsourcing, outsourcing call center service, outsource call center services, outsourced call center services

Outsourcing Call Center Services to InSO

peterjeams wrote 10 months ago: The need for quality customer care does need emphasizing anymore. It is vital, and that’s that. The … more →

Tags: outsourcing call center services, Call Center Services, call center metrics, call center performance, Call Center Services Outsourcing, Call Center Operation, Call Center Services Provider, Call Center, outsourcing companies

Call Center Reporting Software

aoneinnovationpvt1 wrote 10 months ago: call center In any call center environment, reports are of great importance. Call the Information Ce … more →

Tags: Call Center Reporting Software, Call Center, call center job, call center manager, Call Center Operations, Call Center Outsourcing, Call center Representative, call center technology, Call centers

Don't make running the call center any harder than it has to be1 comment

servicelevelgroup wrote 10 months ago: We’ve all been there: Struggling to find a way to get more out of our contact center agents; looking … more →

Tags: call center leadership, Call Center Operations, call center metrics, call center consulting, contact center leadership, call center improvement, contact center management, CALL CENTER BEST PRACTICES

Cash Buys, Per Inquiry and Hybrid Advertising - What's the difference and why does it matter?

drppros wrote 10 months ago: What is considered a cash buy, why would I want to do this with no guarantee and what kind of result … more →

Tags: Call centers, Cost Per Call, direct response marketing, foreclosure leads, insurance leads, Internet Marketing, loan modification leads, loss mitigation leads, mortgage leads


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