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Opinion

  • Managing Knowledge in complex telecommunications call center environment

    Posted on February 12, 2007 in OpinionTechnologyTelecommunications

    “In a call or contact center environment I can see two distinct types of knowledge; the knowledge that is utilized and leveraged in providing service to customers and the knowledge that is generated through the operation and execution of the call/contact center services. In the first case most call/contact center are very poorly structured and […]

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  • LinkedIn – Answers…Great Stuff

    Posted on January 05, 2007 in GoogleLinkedInNetworkingOpinionResearch

    Just found a great new tool for research, networking and knowledge sharing…LinkedIn Answers. This is the latest add on to the LinkedIn networking site. Answers has been up for a couple of weeks and in the past few days I have gotten great value out of it. If you are not yet on LinkedIn go […]

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  • Resolution- Service that Doesn’t Suck

    Posted on January 01, 2007 in Opinion

    A New Years Resolution for contact center operators…”lets deliver service that doesn’t suck”. What if senior executives, CEO’s and everyone associated with delivering service to their customers made the resolution above? What a wonderful world it would be. No more “please listen to our complete menu as the options have changed”, as we spend 25 […]

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  • New Call Center Manager- Congratulations or Condolences

    Posted on December 20, 2006 in Customer SatisfactionOpinionQuality

    Congratulations! you are the new Call Center manager/director…now what? Should it even be congratulations? Perhaps condolences would be more appropriate. Why would this not be a celebratory moment? Well consider that , more than one third of a call center managers time is wasted on recurring everyday problems (firefighting)…how can we prevent fires if we […]

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  • Quality Assurance & Quality Monitoring

    Posted on December 11, 2006 in Customer SatisfactionOpinionQuality

    I recently received a request for a good ‘quality’ document for use in call centers and contact centers. The following link provides a good start https://thetaylorreachgroup.com/data/whitePapers/quality_assurance_wp_final.pdf

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  • Outsource, Insource, Offshore- Which is the way forward

    Posted on December 11, 2006 in Customer SatisfactionInsourcingOffshoring-OutsourcingOpinion

    Well its December 12th and I am in Atlanta. In town to meet with clients and prospects. It is a nicer day here than it would have been in Toronto. had a meeting a financial services company this morning. They are working to determine a way forward to enhance their customer service delivered through there […]

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  • Can we Forecast the Future…Yes

    Posted on December 08, 2006 in Customer SatisfactionOpinion

    The Importance of ForecastsHow often have you seen or heard about call center management struggling with the senior executives or their own staff regarding the resources needed by the center to do the work. Missed service levels, tired or worn out staff, blocked calls, long hold times, incomplete and/or inadequate training and development goals are […]

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  • Call Center Zen- Everything is Connected

    Posted on December 04, 2006 in Customer SatisfactionOpinion

    We have all heard that when a butterfly flaps its wings in the Amazon rain forest it can cause an avalanche in the Swiss Alps. This story reflects a belief and understanding that everything is connected to everything else. This is certainly true in a contact center environment. In continuing to assess call and contact […]

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  • Is Your Call Important?

    Posted on November 23, 2006 in Opinion

    We have heard the phrase a thousand times…”your call is important to us please hold”. This is the standard message we hear when we call a company’s call center. Interspersed we may hear about “an unexpectedly high call volume” and other variations on the theme. All of these messages serve to keep us informed of […]

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  • Is Your Call Important?

    Posted on November 01, 2006 in Opinion

    We have heard the phrase a thousand times…”your call is important to us please hold”. This is the standard message we hear when we call a company’s call center. Interspersed we may hear about “an unexpectedly high call volume” and other variations on the theme. All of these messages serve to keep us informed of […]

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