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  • Leadership Strategies for a High Performance Contact Center

    Posted on February 25, 2008 in Uncategorized

    Leadership Strategies for a High Performance Contact Center What is a high performance contact center? High performance is generally accepted to mean performing at the top of any possible performance range. So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these […]

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  • Congratulations, or Condolences

    Posted on January 02, 2008 in Uncategorized

    Congratulations, you are the new contact center manager…now what? Recently we were asked, what are the first things a new manager has to do to be effective in their new role as the Contact Center Manager (CCM)? In particular what can a new CCM do in the first thirty days to be successful? Contact Center […]

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  • Congratulations, you are the new contact center manager…now what?

    Posted on January 01, 2008 in Uncategorized

    Recently we were asked, what are the first things a new manager has to do to be effective in their new role as the Contact Center Manager (CCM)? In particular what can a new CCM do in the first thirty days to be successful? Contact Center Manger may well be one of the more challenging […]

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  • Reinventing Call Centre Management

    Posted on December 18, 2007 in Uncategorized

    Just a quick post regarding an upcoming conference I am speaking at, Reinventing Call Centre Management on March 18 & 19 in Toronto. Now you have fair warning to either attend or book something else to save you from attending. I will be speaking on Leadership Strategies for High performance call and contact centers. This […]

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  • Some of the Best Companies you have never heard of

    Posted on November 21, 2007 in Uncategorized

    In the course of completing projects fo our clients we often run into some great companies that are not well known. We thought that you would like to know about some of these companies. ShoreTel is one of these companies, in an industry dominated by billion dollar companies ShoreTel is the David fighting against these […]

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  • The Elusive First Call Contact Resolution

    Posted on November 01, 2007 in Uncategorized

    First Call Resolution, or FCR, is a measurement used to identify the number of times a customer contacts a company’s call center or support group to resolve the same issue. The end goal is to resolve the customer’s issue during the first call. Often called “One and Done” this approach reduces the cost of supporting […]

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  • Contact Center Industry Stats

    Posted on September 20, 2007 in Uncategorized

    Industry SizeThere are presently 60,850 contact centers (with 10 seats or more) in North America, representing 3.3 million agent positions[1]. Those centers with less than 100 seats represent more than 44% of all contact centers and 1.36 million agent positions. Gartner has valued the Customer Interactions Services Industry (contact centers) at $28 billion dollars per […]

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  • Busy Summer

    Posted on September 05, 2007 in Uncategorized

    Well it has sure been a busy summer… Lots of consulting projects: – helped a large not-for-profit: integrate 2 call centers, source a new IP Telephony system and designed and help build an enterprise knowledgebase system, -helped a publisher assess outsourcing, option, costs and ROI, -Helped a sports equipment manufacturer measure the satisfaction of their […]

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  • By the Numbers: Contact Center Metrics

    Posted on April 22, 2007 in Uncategorized

    By Linda Formichelli If train A leaves Boston at 3:13 p.m. going 75 miles per hour, and train B leaves New York City at 2:24 p.m. going 71 miles per hour, what time will they meet? You probably thought that once you’d graduated from high school you were through with having to solve this sort […]

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  • Addressing Addresses

    Posted on March 22, 2007 in Uncategorized

    Online, Real Time Address Management Should Be Part of Your Business Processes. Addresses are important to you and your customers. Your customer want to get what they order. You want to only have to send the product or bill once, fewest return possible, less cost. Your business processes, especially those which are customer facing such […]

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