Yaicha

Ted’s take on the world, one topic at a time.

Archive for January 28th, 2008

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Writing Up the Call Center Value Proposition

Posted by Ted Hopton on January 28, 2008

I recently posted a response in ICMI’s QueueTips Forums, responding to a call center manager who was struggling to find the right words to explain her call center’s value proposition.

Since in my first career I specialized in teaching writing, I suggested a couple of methods to help get the words flowing (free writing, role playing), and I also attached a free copy of an article from the ICMI Members Online Archive, “The Elevator Conversation and Other Call Center Management Challenges,” written by a leading industry expert, Kathleen Peterson, and published in Call Center Management Review.

If you’d like to read the forum thread, contribute to it, or just download the free article, go to ICMI’s QueueTips Forums.

Posted in Call Center Management, Call Centers, ICMI, ICMI Publications, ICMI's QueueTips, Strategy | Tagged: , , , , | Leave a Comment »

My First Video

Posted by Ted Hopton on January 28, 2008

Well, it took hours of my time, largely because I am learning by trial and error, but I finally got my first video posted on YouTube, in the ICMI QueueTube channel. It’s not going to win an Oscar, but I think I did a decent job with the production of it, and I hope to become more skilled with practice.

It’s an interview by ICMI’s Brad Cleveland with Wolfgang Neuhauser, 2007 Call Center Manager of the Year in Austria. This was part of ICMI’s Global Forum at ACCE, the Annual Call Center Exhibition, our global conference on call center management, in September 2007.


Posted in Call Center Management, Call Centers, ICMI, ICMI's QueueTube, Web 2.0 | Tagged: , , , , , | Leave a Comment »

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