Monthly Archives: January 2013

Call Center Agents Want Call Center Rules Which Make Sense

Call Center Agents Want Rules That Make Sense. It is almost instinctual for parents to give their children’s questions the easy answer: “Because I’m your parent and I said so.” For a child, this hopeless answer may suffice and give … Continue reading

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A Special Tactic For Contact Center Communication Culture

Desire + Concept + Initiative = Communication Culture Let’s take a step back for a moment and address the core fundamentals of implementing communication culture.  The concept begins with a three step process. Its premise is simple: Management’s desire to … Continue reading

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Create Call Center Discipline By Enforcing Call Center Rules

Agents Desire Rules That Are Enforced. In many cases, policies and procedures are words with no foundation.  Veteran agents have probably worked for call centers that had comprehensive rules for every issue, until it came time to enforce those issues.  … Continue reading

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How To Drive Creativity In Your Contact Center

A culture of communication fosters creativity and creates rewards for agents. Management must view the call center as more than just a place to do business.  In our society, many corporations see their business as a place the employees should … Continue reading

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In The Contact Center, If It Is Not Broke, Don’t Fix It

To open new opportunities, set aside the policy of “If it’s not broke, don’t fix it.” Foremost, the challenges of creating a world class communication culture are daunting.  Many management personnel believe their time, and their call center operational issues, … Continue reading

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The Makings of Contact Center Communication Culture

Every call center has some element of a communication culture. It may resemble a prison, a bank, a basketball arena, Disneyland. Today, when you walk on your floor, your various senses can recognize your communication culture. Your senses can be … Continue reading

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Elements To Creating A Fantastic Call Center Communication Culture

How Best To Create a Communication Culture Build a communication culture by holding regular meetings with employees. Show your workers that you aren’t afraid to roll up your sleeves and get work done. Spend 25% of your time pondering the … Continue reading

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Get THEM On YOUR Side, The Book Reviewed

Get THEM On Your SIDE Win Support.  Convert Skeptics.  Get Results. Samuel B. Bacharach Platinum Press, 2005 Reviewed by Dan Coen Every so often I stumble across books that will enthrall call center managers and executives.  The fact these books … Continue reading

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