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Monthly Download The Snapshotz Online Download April 2012 What’s on the menu of the April issue of ‘Download’ • Snapshotz: “Enabling a thousand flowers to bloom” • Millennial myths busted – learning’s for contact center management • “There is joy in work. There is no happiness except in the realization that we have [...] Is Your Website a Call Center Tool? Millennial Myths & The Call Center, News, Views and “How to’s” In This Issue Is Your Website is a Call Center Tool? Millennial Myths & the Call Center By Colin Taylor Coming Events Call Center Wishes Can Come True…No Genie Required Trends for 2012 from Snapshotz & Customer [...] By: Colin Taylor If I asked you today is the top things you could do to improve the operation of your call center, you would probably have a pretty good idea. That is because you are responsible for the center operation and you live and breathe it each and every day. Now if I asked [...] One of the great benefits of the Snapshotz call center audit tool is the insight that can be gained into the operation of not only your center, but also to the broader community that has deployed Snapshotz. To date more than 600 call center globally have utilized Snapshotz to audit their call and contact centers [...] I am not sure if you saw this news story. Zappos got hacked on the weekend and data related to 24 million customer was exposed in whole or in part, see the story below. The most interesting thing about this event from my perspective was the last line in the article which states that due [...] By: Colin Taylor Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a [...] By: Colin Taylor Last week I asked for your help – I wanted to find out the topics that resonate with you the call or contact center operator. I promised that once you voted for your favorite I would write the article post. Well you did your part and I did mine, you can read [...] Why the Quality Listening program Should Not be a Performance Review By: Colin Taylor Let’s look at the numbers. In a customer service call center where the quality assurance program requires the evaluation of 4 calls per month. The average agent will handle approximately 1,600 calls in the month. This means that the 4 calls [...] Snapshotz Download The Snapshotz Online Update August 2011 A Snapshotz of August: Conversations and contributions from International contact centre figures A Snapshotz of August: Technology trends in a nutshell, knowledge and skills for the modern contact centre manager, Industry voices and positive health in the contact centre, why customer service is viewed [...] Workforce Management Demystified By Turaj Seyrafiaan Do you have a Workforce Management team in your call center? If the answer is no, then how do you properly plan for the incoming calls and schedule your agents? If the answer is yes, is the process efficient and effective? What is Workforce Management anyway? In this article [...] |
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