2010 September | CallCenterBestPractices.com - Part 2

Customer Service Call Center – An Outlook

September 22, 2010 By Gail Leave a Comment

Any company – whether big or small – should have a customer service call center to generate and assist customers with customer support and efficient services.

Filed Under: Call Center, Call Center Outsourcing Tagged With: Call Center, Call Center Outsourcing, customer service, customer service call, customer service call center, customer service call center 8211 an outlook, offshore outsourcing services, Outsourced Call Center, Outsourcing, service call center

Inbound Call Center – Top Ten Checklist

September 22, 2010 By Gail Leave a Comment

If your company is considering outsourcing inbound contact center or outbound call center service but is finding it difficult in choosing the right inbound contact center partner, below is a checklist to assist you in identifying a competent inbound contact center -this checklist also applies for identifying outbound services as well:

Filed Under: Best Practices, Call Center Tagged With: Best Practices, Call Center, call center services, inbound call center, inbound call center 8211 top ten checklist, inbound call center services, inbound contact center, Outbound Call Center, outbound call center services, outbound contact center

Using a Training Advisory Board to Guide and Promote Your Training Group

September 20, 2010 By Gail Leave a Comment

If training is to play a key role in helping the company and its employees succeed, it must endeavor to fully understand the company’s business — strategic business directions, core competencies, competitive challenges, new strategic business initiatives, etc.

Filed Under: Call Center Training Tagged With: advisory board, business unit managers, Employee Training, strategic business initiatives, training, training advisory board, Training Group, training roi, training team, using a training advisory board to guide and promote your training group

Dealing With Negative Customers & Remaining Up-Beat

September 19, 2010 By Gail Leave a Comment

Unhappy or dissatisfied customers can ruin your entire day and create large amounts of unnecessary stress.

Filed Under: Customer Care Tagged With: customer service, customer service agents, dealing with negative customers 038 remaining upbeat, interpersonal communication skills, jacobsen business programs, motivational cds, negative customers, professional training seminars, required positive motivation, rest of the day

The 5 Commandments of Effectively Using Humor in Any Presentation

September 18, 2010 By Gail Leave a Comment

I couldn’t believe I was going to open my presentation with that joke. Me, of all people! Yet, there I was. With my heart pounding in anticipation… I was about to bound onto the platform and speak in front of over 250 people.

Filed Under: Call Center Training Tagged With: bootcamp awards ceremony, effective public speaking, national speakers association, public speaking, public speaking e-course, the 5 commandments of effectively using humor in any presentation, thy speaking environment, training, training Presentations, you

Improve Presentation Skills – With Voice Control

September 18, 2010 By Gail Leave a Comment

We all have encountered superb speakers and not so great ones. So have I. Just for the sake of comparison, I once paid equal attention to both the types of presenters (I know it’s difficult) and later summarized the important action points in both.

Filed Under: Call Center Training Tagged With: Employee Training, freelance corporate trainer, improve presentation skills 8211 with voice control, presentation skills, presentations, training, training resources, uh huh, uh huh executive, voice control

3 Tools to Help You Master the Art of Conflict Resolution

September 15, 2010 By Gail Leave a Comment

In the last 11 years of working with conflict resolution and leadership coaching for executives and their teams, I have never met a group of people that did not have some type of conflict going on inside their company. Conflict Resolution is Tough.

Filed Under: Workplace Communication Tagged With: 3 tools to help you master the art of conflict resolution, conflict, Conflict Resolution, conflict resolution process, conflict resolution tips, development training programs, leadership coaching, team leadership coaching, team member, workplace communication

How Government Agencies Are Building Better Call Centers

September 15, 2010 By Gail Leave a Comment

Government entities from local law enforcement to the Internal Revenue Service are redesigning their call centers to give better service by using the latest technology including advanced call center analytics and electronic reader boards

Filed Under: Call Center, Call Center Outsourcing Tagged With: advanced call center, better call centers, Call Center, Call Center Outsourcing, Call centers, center management tools, electronic reader boards, how government agencies are building better call centers, latest call center, poor customer service

Multitasking – The Grand Illusion!

September 14, 2010 By Gail Leave a Comment

Multitasking is the scourge of modern day society. It is the root cause of poor listening, poor communication, and sloppy execution of many day-to-day tasks.

Filed Under: Performance Management, Time Management Tagged With: central processing unit, conscious mind, management, multitasking, multitasking 8211 the grand illusion, one thing, Performance Management, singular ringing telephone, subconscious mind, the conscious mind

The Three R’s of Customer Service Or “Can You Relate?”

September 14, 2010 By Gail Leave a Comment

Great customer service is a decision that starts as part of your companies mission statement.

Filed Under: Call Center Training, Customer Care Tagged With: customer service, customer service efforts, customer service survey, customer service training, external sales result, integrity drive sales, internal customer service, the three r8217s of customer service or 8220can you relate8221, time management webinar, visit core training