Getting Your Team in the Zone

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By Glenn Pasch   At one of the press conferences at the Masters Golf Tournament, Lee Westwood, the round two leader, was asked if he was worried because Phil Mickelson had caught up to him.  He answered that he could only worry about the shots he hit.  This got me thinking about two different types of call center agents: those … Read More

How to Retain Your Best Call Center Agents

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Technology has inspired many changes to the call center, but one challenge remains unchanged, consistent and vital to the success of a business; finding and retaining outstanding agents.  This article from ICMI was written in 2008, however the five tips it provides for agent retention are just as helpful today and perhaps even more so, as the people skills many of … Read More

Disaster – Proofing Your Call Center

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By Nicolas D’Alleva Disasters that may potentially disrupt your call center can manifest themselves in different ways. In today’s world of heightened customer expectations and real-time tweeting and blogging about service interruptions that could tarnish your image, disaster-proofing your call center operations must be an essential part of your business strategy. Broadly, disasters can be classified as 1) semi-predictable and … Read More

Getting Your Team in the Zone

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By Glenn Pasch At one of the press conferences at the Masters Golf Tournament, Lee Westwood, the round two leader, was asked if he was worried because Phil Mickelson had caught up to him.  He answered that he could only worry about the shots he hit.  This got me thinking about two different types of call center agents: those that … Read More

Managing the Customer Experience

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Matt McConnell There are many different ways to define “customer experience.” While some companies use the term synonymously with customer service, others define the customer experience based on a singular encounter with a customer or a general summary of how customers feel about their company and brand overall. The truth is that the customer experience is not a single experience, … Read More

Virtual Agents Best Practices Series – People

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As more and more managers venture in the Virtual Contact Center world and make the decision to have a portion of their company’s call center operation manned by Work at Home Agents, I thought it might be beneficial to share over the course of the next couple of newsletters some Virtual Agent “Best Practices”. Over the last couple of years … Read More