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Difficult Customers and How to Handle Them
Difficult customers come in many shapes and sizes. Many in your organization may differ in the definition of what a difficult customer is most agree, that when you have one on the phone, you clearly...
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Importance of Leadership in the Call Center
Call Center Leadership Deals With This Approach All The Time!This Call Center Leadership article was originally posted April 15, 2010. This has been updated to reflex the changes going on in our...
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Workforce Management
Workforce Management Processes Creates Logic Out of ChaosThis Workforce Management article was originally posted on March 5th, 2009. It has been updated to provide more detail and value for the Call...
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Call Center Training Ice Breakers and Warm Ups
Call Center Training Ice Breakers This article was originally posted March 6, 2009. It has been updated for Call Center Training effectiveness. Call Center Training that uses Ice Breakers eases first...
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Philippine’s Leadership Secrets Finally Exposed
Yes, you read that title correctly... "Philippines Leadership Secrets Finally Exposed!"However, before you jump to conclusions about what I mean, let me first provide you with some background. It's...
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Listening Skills for Improved Performance and Engagement
Listening Skills to improve engagement and performance in your call center?Yep!I know, developing your listening skills doesn't seem all that exciting and afterall, will it really have any positive...
View ArticleCall Center Leadership Goals?
An article in “The Leader in You” SeriesQuality of leadership is not unique to an age or gender.It is not bound by geography or awarded by nationality.Its impact transcends space and time.The marvel of...
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Soft Skills Improvement and Following the Process Part One
We Don't Do Soft Skills?When I asked a successful process improvement consultant about his company’s approach to leadership and soft skills mentoring, he remarked, “Oh, we don’t do that. We’re not...
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Positive Leadership In Your Call Center
The Power of Positive Leadership and the impact it has on your call center performance is epic.Benefits of positive leadership are numerous but on the flip side there are risks to your call center...
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Call Center Metrics: Bill To Pay or Productive To Pay
Leadership Resources Frontline leaders are so very important to the success of the call center. That is why both "The Role of a Supervisor" and "Positive Leadership" provides you and your teams with...
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Positive Leadership and the Influence It Has On All Of Us
Positive leadership is not reserved or acquired only by persons with important titles.Think about experiences in your own life that motivated you to challenge your own goals. Reflect on events that...
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Call Center Best Practice – Managing To The Call Center Model
What is the Call Center Model, you might ask?It has been argued that there are three components that need to be integrated well to establish what is considered a well running call center. Some might...
View ArticleCall Center Supervisor and giving feedback
One of the central themes we stress in our Call Center Best Practices seminars and off-the- shelf training modules is the importance of feedback. We address it directly in The Role of the Supervisor...
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Knowing Predictive Analytics Well Can Improve Your Call Center’s Performance
In the call center business, scorecards measure the profitability (or not) of the business is its present existence. This measurement of Key Performance Indicators (KPIs) represents the kind of...
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Exactly Who Are The Millennials and what do they Mean For Your Call Center?
A generation of customers whose time has come is the Millennials. They are the largest generation in the United States today. They make up between 75-80 million people. They range from age 15-35....
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5 Steps to Developing a Highly Motivated Call Center
Motivating your call center agents and managers to carry out their respective duties requires innovative thinking and creativity. It is more than a job; it’s an adventure, right? It sure is, in the...
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What Does Ashley Madison Have In Common With Call Center Routing?
Algorithms. Yes, algorithms have become intuitive enough to be effective at introducing people to each other via a dating website like Ashley Madison or Match.com. 20% of Millennials (18-34 year olds)...
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7 Tips For an Effective IVR Experience
IVR (Interactive Voice Response) has been a game-changer in the handling of customer calls. It carries the weight of responsibility in regards to fulfilling a best practices approach to customer...
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What Does It Take to Be Considered the Greatest Call Center Supervisor?
You are a great call center supervisor. Is this assertion correct? Of course. How do you know you are a great call center supervisor? Your customers, your partners, your agents and managers tell you...
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How Do We Define FCR (First Call Resolution)?
First Call Resolution, First Contact Resolution, or First Conversation Resolution? Yes. Lol. A traditional FCR would be a direct-dial or IVR call by a customer to a call center agent. Ideally, the...
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