Call Center | CallCenterBestPractices.com - Part 2

Breaking News: Sales Scripts Still Work!

July 2, 2011 By Gail 2 Comments

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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.

Filed Under: Call Center Sales, Outbound Call Center Tagged With: breaking news, breaking news sales scripts still work, Call Center, certified scripting genius, dr. gary s, makeshift training program, Outbound Call Center, Outbound sales, sales scripts, the script

Next Steps To Your Call Center Success

July 1, 2011 By Admin 4 Comments

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. Call Center Best Practices will help you and all levels of your organization.

Filed Under: Next Steps... Tagged With: best practices, Call Center, call center success, center best practices, center success, inbound pricing model, next steps to your call center success, outbound pricing model, outbound pricing options, pricing model

Call Center Leadership Resources

June 29, 2011 By Admin 2 Comments

Call Center 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 [...]

Filed Under: Related Resources Tagged With: best practices, Call Center, call center games, call center leadership resources, Call Center Manager, Call Center Resources, Call Center Training, center best practices, center leadership resources, leadership resources

Call Center Videos

June 29, 2011 By Admin Leave a Comment

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.

Filed Under: Call Center Videos Tagged With: call, Call Center, Call Center Metrics, Call Center Training, call center video, call center videos, center best practices, center videos, regular basis, webinar replays

What’s New With Call Center Best Practices

June 29, 2011 By Admin 3 Comments

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.

Filed Under: What's New Tagged With: attention call center, best practices, Call Center, call center leader, call center solutions, center best practices, center leadership development, common call center, important contact center, what8217s new with call center best practices

The ADDIE Model – Why Use It?

June 23, 2011 By Gail Leave a Comment

Call Center Training

If you are new to training development and have been thinking of putting together any type of training program, it is important to know and understand the most basic training tool used by professional trainers; it is called the ADDIE model.

Filed Under: Call Center Training, Human resources Tagged With: addie model, Call Center, Call Center Training, effective training programs, instructional systems design, staff Training, systems approach to training, the addie model 8211 why use it, training, Training Program

Manage Difficult Customers – Tame the Tigers

June 11, 2011 By Gail Leave a Comment

When you work in a customer service role you will get the times when you will have to deal with angry and even abusive customers. If you have prepared yourself for this, you will be able to come out of the experience as a shining customer service star!

Filed Under: Call Center Training, Customer Care Tagged With: Call Center, call center customer care, customer care, customer service, customer service approach, customer service role, customer service star, difficult customer, difficult customers, manage difficult customers 8211 tame the tigers

Brainstorming For Results

May 22, 2011 By Gail Leave a Comment

When executed poorly, brainstorming sessions are frustrating and tiresome. When executed effectively they stimulate innovation and encourage social cohesion.

Filed Under: Call Center, Outbound Call Center Tagged With: best available ideas, Best Practices, brainstorming for results, Call Center, capable project management, customer support budget, effective brainstorming session, going to india, ideas, outsourcing to india

Enterprise Analytics for Contact Centers

May 20, 2011 By Gail Leave a Comment

There are a myriad of mathematical technologies available to forecasting analysts; however, the most important item to consider is that the data stream being forecasted matches well with the mathematical methodology chosen.

Filed Under: Call Center Resources Tagged With: Call Center, call center reporting, contact center, contact center business, contact center executives, Contact Centers, enterprise analytics, enterprise analytics for contact centers, enterprise analytics process, mathematical modeling technologies

Personality Mapping: Its Role in Call Center Evolvement

May 18, 2011 By Gail Leave a Comment

What is Personality Mapping in call centers? It is the ability through which the Agent’s and Customer’s pairings are enhanced to build a good rapport with a call center. Excellent results can be experienced with this new trend as a result of which a strong bonding occurs between the caller and agent.

Filed Under: Call Center, Customer Care Tagged With: Call Center, Call center agents, center outsourcing services, customer care agents, customer service, customer support center, personality mapping, personality mapping its role in call center evolvement, personality mapping multiplies, social networking sites