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Aug. 18, 2011

Michael Janas answered this question

How are you creating a "High-Retention" culture?

I wrote a whitepaper on this topic and it has appeared in Workscan magazine Nov 2009. Here's a link to the complete whitepaper: http://www.linkedin.com/profile/view?id=394399&trk=tab_pro
Hope this helps..........Michael more

Human Resources

Call Center Agents

Employee Retention

July 15, 2011

Rachel Miller asked a question

Do you have any recommended techniques for giving great feedback?

Sales

Call Center Agents

Contact Centers

Customer Service Training

May 15, 2011

David Filwood and 2 other people commented on this post

Why Really Smart People & ‘Strong’ Personalities can be a Bad Fit for most Contact Centers

@Fred. Thank you for sharing your insights regarding the importance of ‘Soft Skills’ for Call Center Agents.
It is the ‘Soft Skills’ that deliver value when it comes to the kind of service callers expect.
The Customer Service Representative (CSR) is your ambassador to your ... more

Customer Service

Sales

Call Center Agents

Call Center Management

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Jan. 11, 2011

David Filwood published a brief

Don’t Forget About Tax Credits for Hiring Call Center Agents

Customer Service

Sales

Call Center Agents

Call Center Management

6 more topics

Dec. 30, 2010

David Filwood and 2 other people answered this question

Providing good customer service: What's in it for me?

Speaking from a Call Center perspective – your question speaks volumes about you.
Hiring the wrong Customer Service Representative (CSR) to begin with is the Root Cause of most Call Center Performance Issues. It’s also a significant drain on the Budget & Bottom Line – on ... more

Dec. 15, 2010

David Filwood and 2 other people answered this question

What have you done to reduce escalations?

When reaching out to a Contact Center – customers want to speak with and have their questions/issues resolved by a Customer Service Representative (CSR) who acts professionally – is easily understood - who is not a ‘script reader’ - and who is empowered to make ... more

Oct. 28, 2010

David Filwood and 1 other person answered this question

Why should recent college graduates consider call center careers?

The availability of students/recent college graduates should be an important consideration for any Call Center employer’s Labor Force Calculations – which is why do so many companies choose to locate their Contact Centers close to Universities & Community Colleges.
According to the most recent Direct Marketing ... more

Oct. 18, 2010

Mark Boehmer and 7 other people answered this question

What tools have helped you improve the productivity of your call center agents?

One of the biggest levers to productivity improvement is addressing the almost constant influx of new agents who are fresh out of training and now on-line in real customer experience settings. Our intelligent desktop presentation solution, Navigator, better enables these new reps to perform like ... more

Oct. 15, 2010

Derek Roush and 1 other person answered this question

What vendor would you recommend for home-based call center agents?

Jesse,
That would really depend on a lot of factors like, what equipment is at the place of business? What applications are going to be converged with the agent (i.e are you tying it to a CRM?)? What type of reporting or supervisor visibility do you ... more

Customer Service

Information Technology

Call Center Agents

Call Center Software

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Oct. 14, 2010

David Filwood and 14 other people answered this question

How can I help my agents improve their customer service skills?

Hi Jay,
When the dinner bell rings – any recipe is only as good as the chef who executes it.
Equally – when the phone rings in your Contact Center – any “recipe” for increasing customer satisfaction is only as good as the Agent who answers the ... more

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