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Philippine’s Leadership Secrets Finally Exposed

By Greg Meares

Yes, you read that title correctly… “Philippines Leadership Secrets Finally Exposed!” However, before you jump to conclusions about what I mean, let me first provide you with some background.   It’s not what you think!  Honestly I was a bit shocked at what I learned on my recent trip to the Philippines. Make sure you read this entire story… […]

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Positive Leadership and the Influence It Has On All Of Us

By Greg Meares

Positive leadership is not reserved or acquired only by persons with important titles.Think about experiences in your own life that motivated you to challenge your own goals. Reflect on events that inspired you to view your world in a more positive way. If we recall examples from life’s experiences, we will see references to supervisors, […]

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Call Center Best Practice – Managing To The Call Center Model

By Greg Meares

What is the Call Center Model, you might ask?It has been argued that there are three components that need to be integrated well to establish what is considered a well running call center.  Some might even say that the effective use of integrating  “people, process and technology ” is an art form in itself and […]

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Knowing Predictive Analytics Well Can Improve Your Call Center’s Performance

By Greg Meares

In the call center business, scorecards measure the profitability (or not) of the business is its present existence. This measurement of Key Performance Indicators (KPIs) represents the kind of reporting necessary to monitors the business’s viability. Without a KPI scorecard, you’re like a kid in a candy store….…Blissfully meandering around the store, working hard to […]

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5 Steps to Developing a Highly Motivated Call Center

By Greg Meares

Motivating your call center agents and managers to carry out their respective duties requires innovative thinking and creativity. It is more than a job; it’s an adventure, right? It sure is, in the call center business. LolSeriously, motivating call center staffs to work from their hearts is the challenge that every supervisor ought to strive […]

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What Does Ashley Madison Have In Common With Call Center Routing?

By Greg Meares

Algorithms.Yes, algorithms have become intuitive enough to be effective at introducing people to each other via a dating website like Ashley Madison or Match.com. 20% of Millennials (18-34 year olds) use a dating site. So, as algorithms continue to evolve, it is believed that more Millennials will gravitate to intuitive-based technology.Why?Because using sophisticated, software analytics […]

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7 Tips For an Effective IVR Experience

By Greg Meares

IVR (Interactive Voice Response) has been a game-changer in the handling of customer calls. It carries the weight of responsibility in regards to fulfilling a best practices approach to customer service.Let’s face it: if you blow it here, you’ve really done yourself in.Why?The heart of the call center business is customer service. Serving others.The idea […]

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What Does It Take to Be Considered the Greatest Call Center Supervisor?

By Greg Meares

You are a great call center supervisor.Is this assertion correct? Of course.How do you know you are a great call center supervisor?Your customers, your partners, your agents and managers tell you so, right?No, they don’t! (I hope they do but they don’t. Okay, kinda. ha)Well, it’s the truth, isn’t it?You might think so, if you’re […]

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How Do We Define FCR (First Call Resolution)?

By Greg Meares

First Call Resolution,First Contact Resolution, orFirst Conversation Resolution?Yes. Lol.A traditional FCR would be a direct-dial or IVR call by a customer to a call center agent. Ideally, the customer would state the problem to the agent and the agent would provide information to the customer that would solve the problem and/or satisfy the customer’s need […]

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