What’s New With Call Center Best Practices
"Attention Call Center Professionals: Are You Working Smart or Are You Working Hard?" Let's be honest, working in a Call Center (Contact Center) environment can be challenging, to say the least. Having a resource, loaded with Call Center Best Practices and tools, will save you time and frustration. "This is a great resource for anybody short on time, but needs answers to common Call Center problems. Or for those looking for continued education in the … Read More...
Call Center Videos
"Call Center Videos That Improve Performance and Entertain!" Sometimes it is just easier to sit back and learn while watching a video. In this area, our webinar replays are posted. Make sure you stop back by often because new replays are posting on a regular basis. In addition, videos that are related to our industry are posted here. Some funny and some educational, but always entertaining. "3 Tactics To Drive Call Center Metrics … Read More...
Call Center Leadership Resources
"Deliver Outstanding Results With These Call Center Resources!" Often times I am faced with a problem or challenge and wished I had a tool to help me quickly get past it. Many times I had to develop my own. This page is dedicated to showing you other call center resources that may help you with a current situation you are facing, some have been developed by Call Center Best Practices and others are outstanding tools I used. This is the list with … Read More...
Next Steps To Your Call Center Success
I hope you had an opportunity to look around and get a feel for all of the great call center content. Our aim is to support your goals. Use these trusted Call Center Best Practices to improve all aspects of your call center and develop all levels of your leadership team. Have you had a chance to look at the following areas? SMART Goals - here we explain and provide a PDF download for you to understand the simple steps to this powerful goal … Read More...
Call Center Technology
Telax Hosted Call Center
Telax Hosted Call Center is North America’s leader in hosted call center solutions. Telax services enables clients to reduce costs and improve efficiency, so that they can do more with their most critical resource.
Call Center Training
Why Training Often Doesn’t Meet Expectations
The world is full of trainers. Very often people who have had a successful management and/or sales career and who want to pass on their knowledge.
Measuring the Success of Your Training and Development Programmes With 360 Degree Feedback
The Holy Grail of the learning and development profession is being able to go to your boss and show exactly how much value your training
Call Center Performance Management
How Long Should It Take to Dismiss a Poor Performer?
How long should all this take? As long as a year? Well, to some extent that will depend upon you – how good your records are, how clear your instructions, how competent your managers.
4 Employee Awards That Are Cool Enough To Encourage Hard Work
Employee awards programs. They are like glamorous award shows without the shiny dresses, millions of dollars spent on all kinds of extravagances.
Call Center Manager
Workplace Communication: How to Deal With Workplace “Snipers”
Effective communication skills in the workplace lower stress and improve productivity. However, some employees can sabotage a positive workplace atmosphere with their negative communication habits.
Team Building: Meaning Motivates
Team building is too often looked upon as “some things” to do instead of “some ones” to become.
Buttercream Frosting And Cupcakes In Leadership Growth
“Toughen up, cupcake” is a common mantra when we’re faced with challenges and need a little courage.
Give a Really Thorough Performance Evaluation With 360 Degree Feedback
If you are looking to assess leadership in your company dont settle for a traditional performance evaluation carried out by a member of management. 360 degree feedback offers an in-depth assessment from a number of sources, exposing areas for development which may otherwise have been missed.
Workforce Management
Contract Employees Vs Regular Employees
So it is contract employees vs regular employees. What is the best option?
Workforce Management Glossary
Workforce Management Glossary List of Terms Work load Calculator Key Average Handle Time Tracker Key List of Terms Occupancy (OCC) Percentage of time the agents spend handling calls (and after call work) compared with the total amount of time they are ready or available for calls to arrive. Calculate Occupancy by adding Total Talk [...]
Workforce Management
By Bob Webb Workforce Management (WFM) is simply the process of balancing work to be completed with the resources available to complete that work. It is a critical component for call centers. Large call centers cannot operate efficiently without automated WFM software, while many small centers still calculate workload forecasting on a spreadsheet. However delivered, [...]
Call Center Software
Your Tool of Choice in Customer Relations By Trevor Mulholland The call center represents your first line of communication with customers and potential customers. Whether you choose to outsource this service or to establish an in-company call center, this is one area in which quality is paramount and cannot be compromised. Clients’ questions and concerns [...]
Selling Skills
Positive Attitude in Sales – Use These Words That Sell
A positive attitude in Sales is not just desirable or nice, it is essential! Attitude breeds attitude, and if you are positive, the other person will be positive. Positive thoughts translate to positive language, and positive words are the best words that sell.
Breaking News: Sales Scripts Still Work!
I was reasserting the value of using word-for-word, verbatim scripts, on actual calls as a seller, not as an expert that was pitching people on using one of the scripts I had written for-hire.
“Why Sales Training Doesn’t Work – Is Your Training Program a Waste of Time and Money?”
If you’re like most managers who arrange sales training for your Sales Team, you’re unlikely to report being “completely satisfied” with its worth.
Masterful Reprimands – The Best Sales Management Training
As effective as Masterful Praisings are in reinforcing good behavior, reprimands are as effective at curtailing bad behavior. We call em, you guessed it…”Masterful Reprimands”.
Employee Coaching and Development
Give a Really Thorough Performance Evaluation With 360 Degree Feedback
If you are looking to assess leadership in your company dont settle for a traditional performance evaluation carried out by a member of management. 360 degree feedback offers an in-depth assessment from a number of sources, exposing areas for development which may otherwise have been missed.
Active Listening: How to Avoid Misunderstandings and Mistakes in Four Simple Steps
Did you know that most people are listening to their own thoughts rather than to what you are saying to them.
How Long Should It Take to Dismiss a Poor Performer?
How long should all this take? As long as a year? Well, to some extent that will depend upon you – how good your records are, how clear your instructions, how competent your managers.
Why Are We Managers So Poor at Feedback? It’s Like Trying to Explain How to Use a Towel to a Fish
Study after study point to managers who are poor at giving feedback as the major reason why performance appraisals fail.
