Yaicha

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

  • Subscribe to Yaicha

    AddThis Feed Button
    AddThis Social Bookmark Button Subscribe to me on FriendFeed
  • Archive

  • Popular Posts

  • On My iPod

    ADELE
    Black Kids
    Carolina Liar
    Feist
    Fleet Foxes
    Flight of the Conchords
    Fountains of Wayne
    Kaiser Chiefs
    Kathleen Edwards
    Keane
    KT Tunstall
    Lemon Jelly
    Liz Phair
    Mark Knopfler
    Mary Chapin Carpenter
    Massive Attack
    Matchbox Twenty
    Melody Gardot
    Nada Surf
    Plain White T's
    The Pretenders
    Santogold
    Sea Wolf
    Shelby Lynne
    The Shins
    Snow Patrol
    The Ting Tings
    U2
    The Verve

Archive for the ‘Call Centers’ Category

CMI: Job Brands – Changing Applicant Reactions to Your Openings

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.

read more | digg story

Posted in Call Center Management, ICMI's CMI | Leave a Comment »

CMI: Spoken User Interface Design – The Elements of Style

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.

read more | digg story

Posted in Call Center Management, ICMI's CMI | Leave a Comment »

CMI: Cross-Selling and Upselling – Translating Sales into Service

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.

read more | digg story

Posted in Call Center Management, Customer Service, Sales | Leave a Comment »

CMI: The Science of Call Center Agent Selection

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.

read more | digg story

Posted in Call Center Management | Leave a Comment »

CMI: Creativity — the Key to Success for Small Call Centers

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.

read more | digg story

Posted in Call Center Management | Leave a Comment »

A Virtual Travel Agent With All the Answers

Posted by Ted Hopton on April 19, 2008

Alaska Airlines introduces a surprisingly pleasant virtual assistant on its Web site.

read more | digg story

Posted in Call Centers, Customer Service, Technology | Leave a Comment »

Customer backlash against bad service

Posted by Ted Hopton on April 19, 2008

In the annals of customer service, 2007 will go down as the year fed-up consumers finally dropped the hammer. In August a 76-year-old retired nurse named Mona Shaw smashed up a keyboard and a telephone in a Manassas, Va., Comcast office after she says the cable operator failed to install her service properly.

read more | digg story

Posted in Call Centers, Customer Sat, Customer Service, Web 2.0 | Leave a Comment »

Sprint to Pesky Customers: “Scram”

Posted by Ted Hopton on April 19, 2008

See the original image at bits.blogs.nytimes.com

Sprint dumped 1000 customers who were calling 40 to 50 times more than other customers, specifically about issues that could not be resolved (e.g., billing disputes). Did the company do the right thing?

read more | digg story

Posted in Call Centers, Customer Sat, Customer Service, Management, Media | Leave a Comment »

Bits: E-Mail Verizon and, Surprise, It’ll Write Back

Posted by Ted Hopton on April 19, 2008

Yes, it is the phone company. But Verizon is investing to actually have people who can read e-mails from customers and respond to their service requests.

read more | digg story

Posted in Call Center Management, Call Centers, Customer Service, Technology | Leave a Comment »

Having Fun and Gaining Insight in the Call Center

Posted by Ted Hopton on April 19, 2008

Affinity’s vice president of customer relations, Scott Willey, says post-call surveys have helped the Ventura, CA-based company improve call handling and the customer experience it delivers.

read more | digg story

Posted in Call Center Management, Call Centers, Customer Sat, Customer Service, Technology | Leave a Comment »

 
Follow

Get every new post delivered to your Inbox.