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]
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 ...
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, ...
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 ...
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 ...
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
12 best practices of high selling call centers
Without a doubt many contact centers are moving to a call center as a profit center. Most...
Call Center Metrics & Command Center
Executive Summary To improve the efficiency of the a contact center, it is necessary...
Call Center Metrics: Bill To Pay or Productive To Pay
Measuring Productivity through Bill to Paid to maximize revenue Bill-to-pay (B2P),...
More Featured Category PostsPerformance Management
How To Use The Online SMART Goals Form
Using SMART Goals as a way to motivate your staff, provide discipline, and to keep...
Review Writing Tips
Writing Reviews Are performance reviews something you dread or even avoid? You may...
Leadership and Customer Service – is There a Link?
By Derek Williams It’s your first day in a new job. This is the job that you really...
More Featured Category PostsCall Center Outsourcing
BPO Philippines Call Center Outsourcing Boom
Recently I was doing some research about doing business in the Philippines and I...
Can HR Outsourcing Benefit an Organization?
By Ishani Mitra This is a question that many organizations undergoing structural...
HR Management Consulting
By Steve Grant Management consulting is the broad term which encompasses all the...
More Featured Category PostsWorkforce Management
Workforce Management Glossary
Workforce Management Glossary List of Terms Work load Calculator Key ...
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...
More Featured Category PostsCall Center Training
IMPROVING SALES in your CALL CENTER
Using the “3 F” transition, to deliver the closing POWER of “Okay” By Aaron...
Stress Management/Emotional Control
Description: This module will help you identify causes of stress, recognize warning...
Time Management
Description: This module teaches you how to analyze your current time management...
Delegation
Description: This module explains what is involved in the delegation process. You...
More Featured Category PostsCall Center Quality
Connecting Work to Strategic Success
The Big Picture Connecting Work to Strategic Success Commitment is only possible...
Philosophies of Quality
TQM… Six Sigma… what does it all mean? Those new to the world of quality...
The Future of Quality
The Future of Quality How is Your Centers Quality? You probably would say that your...
More Featured Category PostsFeatured Video
-
Advertisement
