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
First Call Resolution – The Most Important Metric
First Call Resolution – The Most Important Metric By Navdeep Chandel First...
Defining Your Training KPI Effectively
Defining Your Training KPI Effectively by Sam Miller Training is an activity where...
Slap-You-in-the-Face Graphs For Business Performance Dashboards
Slap-You-in-the-Face Graphs For Business Performance Dashboards Graphs aren’t...
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Soliciting Feedback From Your Contact Center Staff
Employee Engagement and the New Deal By Anna Mathieu Whether or not this...
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...
What Leads Low Productivity at the Work Place?
What Leads Low Productivity at the Work Place? By Rakesh Parik “Enthusiasm...
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Call Centres – How to Manage an Outsourced Call Centre Successfully
Call Centres – How to Manage an Outsourced Call Centre Successfully By Kim...
11 Reasons to Outsource Your IT Support
“Outsourcing your IT support has been recognised to potentially have many...
Customer Service Outsourcing – A Case Study
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Workforce Management Glossary
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Workforce Management
By Bob Webb Workforce Management (WFM) is simply the process of balancing work to...
Call Center Software
Your Tool of Choice in Customer Relations By Trevor Mulholland The call center represents...
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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...
5 Key Tips to Successful Public Speaking
5 Key Tips to Successful Public Speaking By Colette Morris Public speaking is the...
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...
Promoting Employee Training
Promoting Employee Training By Tony Jacowski A culture of learning is a positive...
More Featured Category PostsCall Center Quality
Importance of Leadership, Customer Satisfaction and Benchmarking in Total Quality Management (TQM)
Importance of Leadership, Customer Satisfaction and Benchmarking in Total Quality...
Quality Assurance in BPO – An Essential Aspect
We all know that quality assurance stands for a proven process of verifying and...
The Benefits of Quality Monitoring
Call Centers have a penchant for monitoring their agents. They tend to invariably...
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