Share what you know with millions of people

Focus is the best place to turn what you know into remarkable content

×

Jeffrey Guymon

Follow Following Unfollow

VP Business Development, RDI

10 points

Jan. 27, 2010

Jeffrey Guymon and 4 other people answered this question

Effective call center management?

Kristen, I'd be happy to spend 15-20 minutes on the phone w/you to better understand your environment...and then work to give you advice specific to the programs you manage and the industry you are in. We do a lot with Telecom companies, and I'm happy ... more

Customer Service

General Management

Contact Centers

Jan. 27, 2010

Jeffrey Guymon and 1 other person answered this question

Inbound email queues

Mark, happy to discuss more as you see fit, but as Sonya mentions, using an email managment tool may be what you need. I do also agree it would be worth looking at what emails are coming in...and determining what if any self service, Q&A, ... more

Customer Service

Contact Centers

Jan. 27, 2010

Jeffrey Guymon and 3 other people answered this question

What's a BPO call center?

Jesse to add to the above, I will say that it doesn't have to do with 'where'. BPO's are not just in India & Philippines, although those are two talked about U.S. Offshore alternatives. You will find them in every country/market across the globe...and you ... more

Customer Service

Information Technology

Business Process Outsourcing

Jan. 27, 2010

Jeffrey Guymon and 24 other people answered this question

Can I outsource help desk support?

Fred, as Amy mentions, you can surely outsource help desk support. It really is a matter of defining your requirements, needs, what's most important to you, etc... and then starting a search. Many companies do it today successfully.
Map out your environment (ie. systems, tools, ... more

Jan. 27, 2010

Jeffrey Guymon and 10 other people answered this question

Inbound call center services?

Linda, if you are referring to recommendations on good/solid inbound call center service providers, I'd be happy to provide any insight. I have 16+ years of solutioning inbound call center programs.
I work for an outsourced call center services provider, but I am happy to ... more

Contact Centers

Jan. 27, 2010

Jeffrey Guymon and 8 other people answered this question

Where do I start with call centre outsourcing?

Lance, specific to your questions, here are some thoughts:
1)Where to start: not to sound cliche, but just as any purchasing decision like buying a car, identify all of your criteria that's important to you and your company. Andre gave some good highlights. Identify your ... more

Customer Service

Information Technology

Contact Centers

Jan. 25, 2010

Jeffrey Guymon and 3 other people answered this question

On shore 3rd Party CS Solutions?

Rob, as Hale from Customer Elation mentions, speak to actual references. I also highly recommend seeing the site that is going to do the work. I've been in this industry 16+ years and there are many providers, many solutions, many sites...you have to find one ... more

Customer Service

Contact Centers

Following 0 Topics

Following 0 People

Followed by 0 People

Knowledgeable in 3 Topics

#9 of 31

#39 of 101

#781 of 1456