Subscribe to CallCenterBestPractices.comNews FeedSubscribe to CallCenterBestPractices.comComments

Call Center Performance Success Insider’s Club

Search the website

  • Home
  • SMART Goals
  • Become An Insider
    • Call Center Membership Benefits
  • Models
    • Inbound Pricing Model
    • Outbound Pricing Models
    • Cost of Goods Model
  • Leadership Training
  • Contact Us
  • Best Practices
    • Six Sigma
  • call center
  • Call Center Jobs
  • Call Center Manager
    • Call Center Employees
    • Change Management
    • Employee Coaching and Development
    • Remote Workers
    • Time Management
    • Workplace Communication
  • Call Center Metrics
  • Call Center Outsourcing
  • Call Center Quality
  • Call Center Resources
  • Call Center Sales
  • Call Center Supervisor
    • Employee Motivation
  • Call Center Training
  • Customer Care
  • Human resources
    • Employee retention
  • Outbound Call Center
  • Performance Management
  • Uncategorized
  • Workforce Management

Accomplish Your SMART Goals Online

Everyone dreams and aim of conquering success. But do many take action to accomplish this dream? With SMART goals, you can easily accomplish your goals and do it by working smart not hard.  SMART in smart goals is a word to help one remember the vital components that will motivate you or your team to achieve your personal or team goals. SMART stands for Specific, Measurable, Attainable, Realistic, and Time-bound. SMART goals play an essential part in one’s objective either to expand business, increase sales, measure performance or simply to get in shape. SMART goals is the first step in achieving your goals. It ...

Call Center Best Practices For Reducing AHT

In some call center's AHT is a major focus. The importance of effective call center AHT management can be argued to improve call center quality... if managed correctly of course.   It also improves profitability because it is a critical factor in pricing models. So what are the "best practices" when trying to reduce AHT? The following is a list of 10 things your call center can do right now to help reduce and manage AHT.  In addition, you can download the list in a PDF format.

Positive Leadership Call Center Style

We just added Module two in our series of Call Center Leadership! Module Two is focused on Positive Leadership for call center managers.  It is filed under call center training. Positive Leadership demonstrates the difference  between influence and authority, the connection  between self  esteem and success, helps develop  motivational  strategies, explains the  power of positive reinforcement, and helps develop skills  in dealing with change. The objectivs of this module are simple but critical in the success of the new call center manager (leader.)  By the end of this training module you'll be able to explain the components of positive leadership, as well as, ...

The Role Of The Call Center Supervisor

Developing a high performing call center rest on your front line leadership... That is why you'll find this module so valuable and that is why we took the call center best practices from leading organization as a guide in developing "The Role of the Supervisor." So why is this call center leadership module so powerful? Check out what all is covered: This module discusses the role of a supervisor, the qualities needed to be an effective supervisor, and duties performed by supervisors. Objective: By the end of this module, you will be able to: Describe the role of the supervisor in the call center organization; Understand and ...

BPO Philippines Call Center Outsourcing Boom

Recently I was doing some research about doing business in the Philippines and I came across this article and thought you may be interested.  Currently, the Philippines is growing like crazy due to 3 major reason: American and UK customers have rejected the notion of India as a source of quality Voice support. The global recession, and especially the hurt US companies are feeling now Quality, well spoken agents.  They have a strong influence from the US culture. Several years ago I was completely against offshore customer sales and support but my last assignment, 2 years ago brought me to Manila then to Cebu ...

How To Use The Online SMART Goals Form

Using SMART Goals as a way to motivate your staff, provide discipline, and to keep your call center agents on the right path, helps save time and reduce non-achievement of company metrics. Call Center Best Practices has two resources that will help you understand the process and more importantly help you effectively create SMART goals on on the fly.  Both resources can be found in the SMART Goals section. Here is a video showing you how easy it is to use the online form: [viddler id=7bf6490a&w=545&h=383]

IMPROVING SALES in your CALL CENTER

Using the “3 F” transition, to deliver the closing POWER of “Okay” By Aaron Detwiler – Sr. Director, Customer Care, Independent Consultant Many different theories and training modules exist in Call Centers and other Sales Businesses to improve sales performance.  If you are in the business of growth, cutting edge tools and training to improve these results is critical to the success of your employees and your organization. Over the years I have been through many training sessions to improve sales, including: Directional Selling:  using Customer input and feedback to guide and direct sales process Negotiating to YES:  turning a Customer’s pain point into a ...

Call Center Metrics

alt text First Call Resolution – The Most Important Metric

First Call Resolution – The Most Important Metric By Navdeep Chandel First... 

alt text Defining Your Training KPI Effectively

Defining Your Training KPI Effectively by Sam Miller Training is an activity where... 

alt text Slap-You-in-the-Face Graphs For Business Performance Dashboards

Slap-You-in-the-Face Graphs For Business Performance Dashboards Graphs aren’t... 

More Featured Category Posts

Performance Management

alt text Soliciting Feedback From Your Contact Center Staff

Employee Engagement and the New Deal By Anna Mathieu Whether or not this... 

alt text Improving Team Performance and Morale – 4 Tips on Dealing With Lazy Team Members and Shirkers

Improving Team Performance and Morale – 4 Tips on Dealing With Lazy Team Members... 

alt text What Leads Low Productivity at the Work Place?

What Leads Low Productivity at the Work Place? By Rakesh Parik “Enthusiasm... 

More Featured Category Posts

Call Center Outsourcing

alt text Call Centres – How to Manage an Outsourced Call Centre Successfully

Call Centres – How to Manage an Outsourced Call Centre Successfully By Kim... 

alt text 11 Reasons to Outsource Your IT Support

“Outsourcing your IT support has been recognised to potentially have many... 

alt text Customer Service Outsourcing – A Case Study

Customer Service Outsourcing – A Case Study By Joel M. Dailey Outsourcing... 

More Featured Category Posts

Workforce Management

alt text Workforce Management Glossary

Workforce Management Glossary List of Terms Work load Calculator Key ... 

alt text Workforce Management

By Bob Webb Workforce Management (WFM) is simply the process of balancing work to... 

alt text Call Center Software

Your Tool of Choice in Customer Relations By Trevor Mulholland The call center represents... 

More Featured Category Posts

Call Center Training

alt text Take a Look at Employee Training – How to Make Sure It Is Worthwhile

Take a Look at Employee Training – How to Make Sure It Is Worthwhile By Tony... 

alt text 5 Key Tips to Successful Public Speaking

5 Key Tips to Successful Public Speaking By Colette Morris Public speaking is the... 

alt text Eight Ways to Ramp Up Your Employee Engagement Score With Strategic Planning

Eight Ways to Ramp Up Your Employee Engagement Score With Strategic Planning By Michele... 

Default thumbnail Promoting Employee Training

Promoting Employee Training By Tony Jacowski A culture of learning is a positive... 

More Featured Category Posts

Call Center Quality

alt text Importance of Leadership, Customer Satisfaction and Benchmarking in Total Quality Management (TQM)

Importance of Leadership, Customer Satisfaction and Benchmarking in Total Quality... 

alt text Quality Assurance in BPO – An Essential Aspect

We all know that quality assurance stands for a proven process of verifying and... 

alt text The Benefits of Quality Monitoring

Call Centers have a penchant for monitoring their agents. They tend to invariably... 

More Featured Category Posts

eNews & Updates

Sign up to receive breaking news
as well as receive other site updates!

Featured Video

  • Login





      Not a member yet?
      Join Today!
  • Categories

    • Best Practices
    • call center
    • Call Center Employees
    • Call Center Jobs
    • Call Center Manager
    • Call Center Metrics
    • Call Center Outsourcing
    • Call Center Quality
    • Call Center Resources
    • Call Center Sales
    • Call Center Supervisor
    • Call Center Training
    • Change Management
    • Customer Care
    • Employee Coaching and Development
    • Employee Motivation
    • Employee retention
    • Human resources
    • Outbound Call Center
    • Performance Management
    • Remote Workers
    • Six Sigma
    • Time Management
    • Uncategorized
    • Workforce Management
    • Workplace Communication
  • Archives

    • September 2010 (2)
    • August 2010 (35)
    • July 2010 (47)
    • June 2010 (34)
    • May 2010 (52)
    • April 2010 (50)
    • March 2010 (37)
    • February 2010 (3)
    • October 2009 (1)
    • September 2009 (1)
    • July 2009 (19)
    • March 2009 (320)
    • February 2009 (25)
    • December 2008 (1)
  • Recent Comments

    • Aiden Thompson on Positive Employee Relations – Happiness at Work Quiz
    • Alisha Cox on Oscar Worthy Customer Service – How Hollywood’s Model Can Make Your Company A Service Star
    • Melissa on BPO Philippines Call Center Outsourcing Boom
    • HealthCorp Solutions on Eight Ways to Ramp Up Your Employee Engagement Score With Strategic Planning
    • John Ali on BPO Philippines Call Center Outsourcing Boom
  • Advertisement

    Call Center Vision

Copyright © 2008 · All Rights Reserved · Call Center Best Practices by Greg Meares · Powered by WordPress · Log in

Grab Your 7-Day FREE Test Drive!

We respect your email privacy

Join The Fastest Growing Call Center Membership Site And Gain The Knowledge You Need To Excel!

Grab Your 7-Day FREE Test Drive!

We respect your email privacy

Join The Fastest Growing Call Center Membership Site And Gain The Knowledge You Need To Excel!