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Closing the Revolving Door – Part1 By: Colin Taylor Staff and Agent retention was a ‘hot’ button topic in the call center industry 20 years ago and still is one now. So how is it that the same issue that ‘dogged’ call centers two decades ago is still a ‘front burner’ issue today? I [...] We have just posted a new Talking Call Centers video on our Call Center Channel on YouTube, featuring Rosetta Carrington Lue, the deputy managing director who oversaw the city of Philadephia`s launch of the 311 service. During the interview with [...] How good is your Training: Take the Quiz By: John Cockerill Understatement of the day -Training is important. Just about everyone says so. But like the weather everyone talks about but few do anything about it. Here is a quick test to gauge the health and effectiveness of the training in your center. 1. Is [...] By Colin Taylor In last month‟s issue we looked at agent attrition and turnover in your call or contact center and specifically the impacts on your costs, budget, morale and performance. In this issue we examine the impact that your „front-line‟ managers and supervisors play in helping you control and manage your turnover or conversely [...] 911 call centers generally have a service level of 100/5 that is to say they answer 100% of calls within 5 seconds. This is the level of service that everyone expects when we call a 911 center. A news story on the week end told a different story. In Harrison Township Ohio they recently launched [...] Thomas Noftall thought he was a big winner with four scratch and win tickets totalling $135,000. Originally the Ontario Lottery and Gaming Corporation (OLG) said the tickets were misprints and and not winners. Mr Noftall however phoned the OLG call centre and asked if there would be a payment made if there was an error, [...] |
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