24th June, 2009 - Posted by Pam - No Comments
You can’t go home without it. Self Mangement that is - it’s vital to a successful work at home model. Some companies choose to use working at home as an incentive for its top talent. This is a great method for existing call centers that want to benefit from a work at home model. Some » Read More
18th June, 2009 - Posted by Pam - No Comments
It’s important when interviewing agent candidates (and any other employee candidate for that matter) to consider more than just how experienced and polished they are. Take into consideration whether or not they will like your environment. For example, today I interviewed a lovely woman for a call center position my client has open. She was on » Read More
15th April, 2009 - Posted by Pam - No Comments
The whitepaper I promised is complete and posted for download on my Whitepaper page. I’m really excited about evangelizing this call center model. Now is the time to choose a solution that cuts costs while improving service. The paper is vendor agnostic and is meant to educate executives and their management team on what pieces » Read More
26th March, 2009 - Posted by Pam - No Comments
A critical piece in doing the right thing for your customers is teaching your agents how. Strict policies and guidelines are not the way. Empowerment is the way. Allow your agents to make decisions - in fact insist they make their own decisions and deter them from escalating phone calls to their supervisor. Prescribe a general » Read More
18th March, 2009 - Posted by Pam - No Comments
It’s been said a million times - Keep your users and agents in the loop on project progress and changes to business processes as you go along. Still, I am surprised by how infrequently this happens. If you don’t have user buy in, you risk project failure in many ways. End User acceptance is key to » Read More
10th March, 2009 - Posted by Pam - No Comments
If you want to differentiate your company through World Class Customer Service - Your customers must be represented at the top most level in your organization. Why? Because anything less than a Vice President of Customer Service or Chief Customer Officer represents the Whisper Down the Alley Syndrome. Another suggestion - add a Valued Customer » Read More
26th February, 2009 - Posted by Pam - No Comments
To organizations using an Outsourced Call Center - be sure to support them. If Customer Service is not your core strength and you’ve asked an expert to do it for you, great move! However, you must be sure to provide your vendor the support they need to represent your company in its best light. They are » Read More
11th February, 2009 - Posted by Pam - No Comments
When working with my clients on Customer Service Initiatives I span my activities across all levels of the organization. I do hands on development and coaching with the call center agents and I present strategy and project plans to Executives and the Board of Directors. I’m always surprised by the lack of “big picture” perspective » Read More
