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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 [...] The Snapshotz Online comparator is designed to serve as a guide for contact center management to get a view quick view of where their center sits vis-à-vis other centers in the same vertical worldwide. The comparator is drawn from data across the 400 plus centers that use Snapshotz as an audit and benchmarking tool. [...] 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 [...] The following statistics are food for thought when we consider the real costs of turnover in our organization. Halogen Software shared the following information “The cost of losing good talent is particularly acute and one of the most direct calculations that demonstrates the impact of poor talent management. • HCI research shows that at a [...] By Colin Taylor I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials. For the past number of years we have all heard horror stories about organizations that gave away iPads, spot bonuses, socially conscious and social responsible activities, but still had staff leave for [...] Just uploaded a new video to our YouTube channel on optimizing your website as a Call Center and customer support tool. Check out the video here By: Colin Taylor Recent research by Forrester has shown that 72% of customers prefer to visit your web site and serve themselves when they have a customer service issue. This is a large percentage and is disconnected from the perceptions of most organizations related to the activity in their contact center. This figure clearly points [...] By: Colin Taylor I read with interest Greg Smith’s op-ed piece in the NY Times where he publicly resigned from Goldman Sachs. As I read the piece I was struck by a number of things: first, that he seemed to be channeling Jerry Maguire that great 1990′s movie most famous for the line “Show [...] 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 [...] In addition to the closure of their St Catherines Ontario call centre announced earlier this month Transcom has now announced its intention to close its Sault Ste Marie, Ontario call centre. At the same time Transcom is expanding its operations in two centres in the Philippines. The company says that these events are unrelated and [...] |
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