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OperationsWatching the CustomerA best practice within call center operations is that the “management team is responsible for collecting and analyzing ‘voice of the customer data’ and for using this data to communicate and demonstrate daily their commitment to delighting customers first time every time.”
Read more » Posted: January 28th, 2007 under Customers. You are the Customer Advocate for the Company!A Bean Counters World:During times of cutbacks it’s an accountant’s world – a bean counters world. Bottom line rules when revenues are shrinking. We all have watched many companies make substantial cuts to the employee count as a means of controlling cost. Controlling costs often comes with a hidden cost. In the effort to head-off serious problems the bean counters demand (even enforce) cuts. A bean counter doesn’t always look at the larger customer picture. That isn’t their perspective. Why? They are not paid to do that. You are.
You are the Customer Advocate for your company!
Posted: January 28th, 2007 under Leadership. CallCentreOps Forum: share advice, get answers from peers. Moment Beyond the MomentDo you take the interaction of your staff with your customers for granted? If anything you spend a great deal of time on the topic. In the day-to-day pressures of call center operations, however, it is easy to put this to the side hoping that things happening as planned. This is the hardest part of successful call center operations. This post may help you segment the pressures of the day to provide focus on staff interaction with customers. We call it “the moment beyond the moment”. Posted: January 28th, 2007 under People. Call Center Tales from the Ball DiamondIt is estimated that up to 4% of the U.S. workforce is employed in call centers. With the growth in the number of call centers this isn’t surprising. We hear people talking about call centers with more frequency and understanding. The branding of the term “call center” has taken time but it is now a more commonplace term. We can hardly wait for the first Hollywood screen play that is about ‘call centers’. It shouldn’t have come as a surprise that with the growth in call centers, sooner or later we would hear call center tales at the ball diamond. We heard it and we were still surprised.
Read more » Posted: January 27th, 2007 under Leadership. Your Audience and Call Center MeasurementsWhy do we raise the issue of “audience and call center measures?” Call centers are the most measured modern day business area anywhere. Those who view your call center measures can get carried away with the reams of micro-management data available and that can create an unwanted result.
Read more » Posted: January 27th, 2007 under Operations. Call Center Managers: A Call to Be Left and Right BrainedCall center managers to be both left brained and right brained. A quick refresher: left-brain is the logical side – the technology-processes-procedures and budget side. The right brain is the imaginative and emotional side. We will illistrate this point using a “cut the call center budget: scenerio.
Read more » Posted: January 27th, 2007 under Leadership. Leadership in the Call CenterWhat are the essential leadership characteristics needed to run a call center? Call centers, if run well, demand excellent leadership skills. A demanding call center environment will test every leadership skill a manager has. Posted: January 27th, 2007 under Leadership. Call Center Properties: Part 3 – Dynamic Resource Allocation and Distributed EnvironmentThis is the last segment in the three part series focusing on what we believe are the six core properties of a call center and how they relate to call center operations. The concepts are derived from process modelling used in the design of real-time systems such as aircraft control systems, manufacturing and computer processing. Given that call centers operate in the real-time environment, these concepts apply equally to call center operations.
Read more » Posted: January 21st, 2007 under Operations. Call Center Properties: Part 2 – Reliability and ReactivenessThis is the second in a three part series focusing on what we believe are the 6 core properties of a call center and how they relate to call center operations. The concepts are derived from process modeling used in the design of real-time systems such as aircraft control systems, manufacturing and computer processing. Given that call centers operate in the real-time environment, these concepts apply equally to call center operations.
Read more » Posted: January 21st, 2007 under Operations. Call Center Core Properties – Part 1 – On-Time Environment and ConcurrencyThis is the first in a three part series focusing on what we believe are the 6 core properties of a call center and how they relate to call center operations. The concepts are derived from process modeling used in the design of real-time systems such as aircraft control systems, manufacturing and computer processing. Given that call centers operate in the real-time environment, these concepts apply equally to call center operations.
Read more » Posted: January 21st, 2007 under Operations. |
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