Posted by Ted Hopton on April 29, 2008
Good insights on recruiting for call centers:
Successful recruiting programs prioritize the quality of recruits over the sheer speed or numbers of applicants. Practices such as rebranding your agents’ job and using employee referrals are proven methods for attracting quality applicants.
Posted in Call Center Management | Leave a Comment »
Posted by Ted Hopton on April 29, 2008
It’s common sense once you think about it, but applying marketing principles to your company’s image can be an important part of your approach to recruiting.
To bring quality candidates to your door, you have to have them at “hello.” Positive branding — attaching your call center’s name to a reputation for quality benefits for both customers and agents — can increase your desirability in applicants’ eyes.
Posted in Call Center Management, ICMI's CMI | Leave a Comment »
Posted by Ted Hopton on April 29, 2008
In this excerpt from their best-selling book, How to Build a Speech Recognition Application, EIG’s Bruce Balentine and David Morgan touch on the unique application design issues surrounding speech-enabled IVR systems.
Posted in Call Center Management, ICMI's CMI | Leave a Comment »
Posted by Ted Hopton on April 29, 2008
Making a successful service-to-sales transition requires cultural and process changes — from hiring the right agents to providing effective training and offering motivating rewards.
Posted in Call Center Management, Customer Service, Sales | Leave a Comment »
Posted by Ted Hopton on April 29, 2008
Facing a tightening economy, nearly all business operations — including call centers — are looking for ways to cut costs. Companies that are working new assessment tools into their hiring strategies are seeing a significant dent in the cost associated with agent turnover, as well as improved quality and performance.
Posted in Call Center Management | Leave a Comment »
Posted by Ted Hopton on April 29, 2008
Good ideas for managing a small contact center. Provides an overview and specific steps to take.
Leaders of small call centers must not only master the fundamentals of running call centers, but they must also develop creative ways to do those things just a little differently.
Posted in Call Center Management | Leave a Comment »
