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Contributed Articles

A Time for Reflection

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

Its December and most businesses, government agencies, Universities and Non-profits have a tendency to “slow down” during the end of the year. It’s up to you on how you choose to use this available time when your calendar is not packed with 8 hours of back-to-back meetings. It’s time to recharge those batteries! Maybe catch-up on your reporting? Get a head start on performance reviews? Finish your 2008 Goals and Objectives or just sit back, gazing into thin air and wonder how you are going to handle your existing demand for services plus all the NEW projects, technology rollouts and application development work scheduled for next year. For me, it’s time to reflect on all that happen in the past year; both the good and the bad - and find some learning and lessons in it all.
[Full Article]   Dec-12-2007

 

Communication is Not a Four Letter Word!

By Rosanne D'Ausilio, Ph.D., President of Human Technologies Global, Inc.
What is communication? Simply, communication is threefold. It means that a message was sent, that it was received, and that it was understood. However, poor communication is the most frequently reported single major source of frustration in companies today. The good news is that communication is a learned behavior. If you learned negative patterns, you can release them and replace them with positive ones.
[Full Article]   Dec-12-2007

 

The Remote Agent Program – Worth the Investment!

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

The concept of deploying the Remote Agent has been on every support leader’s roadmap for the last few years. It might have sounded like a great idea, but there were always technical, cultural and management barriers preventing the Remote Agent from becoming a reality. The recent convergence of certain issues, trends and technologies have allowed the managers of call centers, service desks, product support vendors and managed service providers to successfully deploy pilot Remote Agent programs. Faced with numerous staffing, retention and costing issues, companies are looking to the Remote Agent program to help alleviate some of the pains and costs associated with the high turnover rate in the global service and support industry.
[Full Article]   Nov-13-2007

 

Self-Service Success Through Customer Segmentation

By Tom Sweeny, ServiceXRG

Successful self-service initiatives depend upon the development of a portfolio of offerings that are appropriate to the needs of the target audience. A wide variety of self-service resources can be offered, but unless customers are willing and able use them there is little point. A portfolio consisting of few options that are well tuned to the needs and capabilities of customers is far more effective than a portfolio that consists of many disparate and hard to use resources.
[Full Article]   Nov-13-2007

 

Contact Center Workforce Management Keeps Getting Better

By Donna Fluss, founder and President of DMG Consulting LLC

WFM is the most complex application used in most contact centers. Many contact center managers view their scheduling methodology as unique and, in some cases, a differentiator for their operating environment. Few are willing or able to use a standardized approach to schedule their staff. A scheduling approach that is ideal in one organization, may not work in another. To address the diverse needs of contact centers around the world, WFM vendors have built systems capable of handling many approaches and options.
[Full Article]   Nov-12-2007

 

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