Work Smart and Use “Best Practices”

From Greg Meares
RE: Call Center Best Practices

As a Call Center Professional it Really Doesn’t Make Sense to Re-Invent the Wheel When It Comes To Performance Management. Click Here To Discover How To Use These "Best Practices!"  
Learn More About Call Center Best Practices
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Call Center Performance Managment

Call Center Updates

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The Importance of Call Center Agent Utilization

  Recently while on a client engagement, I was asked to identify areas of improvement for both their call center and telemarketing group. In doing so, I had to document current capacity and make recommendations based on their current state, offset by any identified process improvements. … [Read More...]

Call Center Pillars

Execution is the issue 9 out of 10 times In Your Call Center

Recently I have been on assignment as a Sr. Consultant trying to assist a Call Center with making some very important transformational changes. This is good, I love this work. The challenge is always execution; I will get back to that in a minute. In reality there are three primary … [Read More...]

Kuala Lumpur

From Malaysia To The Philippines – My Update and Status

Over the past several months I've been somewhat underground... Perhaps, one could say that I've been absent, and that description may be true, but it wasn't because I walked away from Call Center Best Practices, but because I was called upon to participate in something rather exciting.  Although … [Read More...]

Call Center Jobs

Call Center Jobs and Closures for Weekending 3/24/2013

Call Center Jobs and Closures for the week ending 3/24/2013. As a Call Center leader it is important to know and understand the recent news in our industry.  That includes new call center jobs and call centers that are closing down. This post covers those in the the news during … [Read More...]

Call Center Group

Activity vs Results In Your Call Center

I use to have a boss that would say..."Don't confuse activity with results!" At the time this made a lot of sense and I firmly believed in this philosophy.  But I discovered that it wasn't black and white, like my bosses statement. Sometimes activity is good but only if it … [Read More...]

Call Center Metrics

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The Importance of Call Center Agent Utilization

  Recently while on a client engagement, I was asked to identify areas of improvement for both their call center and … [Read More...]

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Selling Skills

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Positive Attitude in Sales – Use These Words That Sell

PositiveAttitude in Sales - Use These Words That Sell By Kate Tammemagi A positive attitude in Sales is not just desirable … [Read More...]

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Breaking News: Sales Scripts Still Work!

Breaking News: Sales Scripts Still Work! By Dr. Gary S. Goodman I felt like a spy, going on interviews for jobs that … [Read More...]

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Workforce Management

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Contract Employees Vs Regular Employees

Contract Employees Vs Regular Employees By Ryan Fyfe So it is contract employees vs regular employees. What is the best … [Read More...]

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Workforce Management Glossary

Workforce Management Glossary List of Terms Work load Calculator Key Average Handle Time Tracker … [Read More...]

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Employee Coaching and Development

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Give a Really Thorough Performance Evaluation With 360 Degree Feedback

Give a Really Thorough Performance Evaluation With 360 Degree Feedback By Andy Mare What is 360 feedback? 360 … [Read More...]

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Call Center VoIP Phone System

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Hosted VoIP For Small Inbound Contact Centers

Recently my team discovered an outstanding business tool for anybody that has a small to medium sized Inbound Customer Support and / or Sales group. It costs substantially less than other services yet it provides more functionality. I'm talking about Hosted VoIP Business Phone Systems by … [Read More...]

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Strep To Call Center