Philippines Leadership in Call Centers

Philippine’s Leadership Secrets Finally Exposed

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... Read more »

Positive Leadership and the Influence It Has On All Of Us

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... Read more »

Call Center Best Practice – Managing To The Call Center Model

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... Read more »
predictive analytics

Predictive Analytics Will Improve Your Call Center’s Performance

Predictive Analytics will improve your call center performance.In the call center business, scorecards measure the profitability (or not) of the business in its present existence. Key Performance Indicators (KPIs) represents the kind of... Read more »

Exactly Who Are The Millennials and what do they Mean For Your Call Center?

A generation of customers whose time has come is the Millennials. They are the largest generation in the United States today. They make up between 75-80 million people. They range from age... Read more »
Motivated Call Center

5 Steps to Developing a Highly Motivated Call Center

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... Read more »

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

Algorithms.Yes, algorithms have become intuitive enough to be effective at introducing people to each other via a dating website like Ashley Madison or 20% of Millennials (18-34 year olds) use a... Read more »
Call Center IVR System

7 Tips For an Effective IVR Experience

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... Read more »

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

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,... Read more »
First Call Resolution

How Do We Define FCR (First Call Resolution)?

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... Read more »