Monthly Archives: December 2012

101 Lessons For Great Call Center Managers Book Review

101 Lessons For GREAT Call Center Management Dan Coen, Call Center Today Call Center managers are busy people these days so training to better skill sets are usually the last thing on their minds.  Learning unique techniques about how best … Continue reading

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Call Center Book Review On Driving Peak Sales Performance In Call Centers

Driving Peak Sales Performance in Call Centers Mary Murcott Call Center Press, 2005 Dan Coen is President of CallCenterToday.com.  He can be reached at www.CallCenterToday.com or DanCoen@CallCenterToday.com Do you believe the call center is a scalable engine that provides great … Continue reading

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Why Rules Matter In The Call Center

Call Center Agents appreciate a call center that maintains a balance between discipline and flexibility. In employee surveys, one of the most common sentiments is that call center agents really appreciate managers who understand their busy schedules and allow them … Continue reading

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Cream Of The Corp, The Book Reviewed

Cream of the Corp Louise S. Anderson, CEO Anderson Performance Improvement Company, 2003 Reviewed by Dan Coen What makes an employee spectacular?  How can the middle, everyday performer in your organization become so special that they accelerate profits and change … Continue reading

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Call Center Savvy, The Book Reviewed

Call Center Savvy Keith Dawson Telecom Books, 1999 Reviewed by Dan Coen Today’s call center is a living, dynamic strategic business asset, and while the old adage of call center being “cost center”, still has merit in some circles, that … Continue reading

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10 Simple Ways To Generate Enthusiasm On Your Contact Center Floor

1. Problems occur when we place work before life. 2. You must assess your center’s strengths and weaknesses to develop solutions. 3. Managers and agents should interact with one another to encourage creativity. 4 Supporting agents should be top priority … Continue reading

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Call Center Book Review On Transforming The Contact Center

Ideas at Work Powerful Ideas For Transforming Your Contact Center Bob Furniss and Scott O. Thomas Insight Publishing, 2005 For those readers who see my column each issue you know I am not a big fan of the big book.  … Continue reading

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Asking Questions To Best Manage Culture In The Contact Center

Asking questions begins the process of forming outstanding communication culture.  Asking questions is the key to building communication, and relationships, in the call center.  You will likely spend thousands of days walking down one aisle of the call center and … Continue reading

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How To Power Contact Center Communication Culture

Encourage managers and agents to interact with one another. As you observe the operation of your call center, watch your managers and administrative staff as they conduct their daily duties. Have you ever noticed that most of their work centers … Continue reading

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10 Principles Of Communication Culture

Creating a communication culture is essential to a thriving call center. A communication culture interests, inspires, motivates and facilitates productivity. There are certain challenges that face the implementation of a communication culture. The first challenge is overcoming management’s resistance to … Continue reading

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