Tag Archives: call center development | Tagged call center change

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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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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How To Add Enthusiasm In Your Contact Center

In general, the workplace is in a sad state of affairs because we place work before life. Executives forget that agents don’t just come to work-they go to a second home (or in some cases, a first home).  Many may … Continue reading

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Steps To Keep The Channels Of Call Center Communication Open

Keep the channels of communication open consistently. Communication Culture begins by establishing dynamite communication for all employees, under the umbrella of a terrific culture for all employees. Those philosophies are not independent of one another. For instance, call center performance … Continue reading

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Executing To Build Communication Culture In The Contact Center

Don’t just know the concepts: Execute them! Most call center managers understand the concepts of what they must accomplish.  They recognize the reasons why agents don’t perform to standards.  They are able to articulate the theories as to what must … Continue reading

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Education, Schools And The Call Center

A successful call center, just like a successful school, finds itself with the same organizational philosophy.  They both are finely tuned machines that predicate themselves on a strong foundation of structure. Agents and students are not finely tuned machines and … Continue reading

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