Click to Visit

Click to Visit

Contributed Articles

Training Update -- 2008

By Rosanne D'Ausilio, Ph.D., President of Human Technologies Global, Inc.

Most organizations still do not provide comprehensive, let alone adequate, training in today's marketplace. A recent report by the Service & Support Professionals Association (SSPA) said that only 27% of service and support staff spend more than 5 days on annual ongoing training. Beyond that, it was found that 82% of new hires feel they do not receive much training in customer service skills, compared to only 18% who feel they do. What an exposure for a company to have -- not only to not provide sufficient, robust training, but to have the majority of employees feel they weren't provided with enough training, so they don't have the tools necessary to do their jobs!
[Full Article]   Jun-18-2008

 

Are Remote Agents in Your Staffing Future?

By Penny Reynolds, Founding Partner, The Call Center School

One of the most critical steps in making and receiving customer calls is deciding not just how many staff will be needed, but what type of staffing solution will be used. Since about three-fourths of call center costs are related to labor costs, this decision is fundamental to the operation of the business. The four main options for call center staffing include traditional in-house staffing, outsourcing, contract agency staffing, and telecommuting. This article will explore the possibilities, advantages, and disadvantages of telecommuting as a call center staffing solution.
[Full Article]   Jun-18-2008

 

What Does it Take to be a Service Leader?

By Peter J. McGarahan, Founder and President, McGarahan & Associates

I was at an event recently and had the opportunity to spend some great social networking time with some Service and Support industry friends and colleagues. These service leaders shared their passion for delivering quality customer service, their attention and understanding of the many intricate and interrelated details of service and support and their positive energy for creating a service culture by empowering individuals to work as teams. Their experiences are first-hand. They only excelled after experimenting with calculated chances aimed at proving conventional wisdom wrong. This conversation brought me back to the question of what does it take to be a Service Leader?
[Full Article]   Jun-18-2008

 

Managing Daily Staffing and Service in the Support Center

By Penny Reynolds, Founding Partner, The Call Center School

The pieces are in place. You gathered and analyzed mounds of historical information to arrive at a call forecast. Then you calculated the number of staff needed by half-hour to meet your center's speed of answer goals. Finally, you juggled schedules until you arrived at a reasonable mix of efficiency and acceptability. All this planning means that you should have the "just right" staff in place every half-hour to match the workforce to the workload. But you know what they say about the best laid plans. This article will outline the steps of tracking support center performance within the day to ensure that the plan is actually working based on the realities of the day.
[Full Article]   May-19-2008

 

Done? Done!

By Peter J. McGarahan, Founder and President, McGarahan & Associates

It remains a painful memory -- the first time I was caught off guard by a manager in front of my peers and CIO. Yet to this day the memory helps me, because it drives me to always be in the know. After all, it's a leader's job to always know what's going on in the support organization in terms of operational, financial, and customer satisfaction measurements. Make no mistake; however, it's not micro-managing when you run your support organization like it was a standalone business. Instead, it's smart. But how do you get smart?
[Full Article]   May-19-2008

 

<< Prev1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 Next >>
Page: 16/26   Articles: 130