4th August, 2009 - Posted by Pam - No Comments
Due to my clients’ needs, I have not been able to keep an up to date blog…. That being said, here are some fantastic call center Communities and Forums to refer to: http://contactcenter.ning.com/ http://www.icmi.com http://www.hthts.com/index.htm Read More
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
4th June, 2009 - Posted by Pam - No Comments
So, you need a new phone system. As with any technology initiative there are a lot to choose from. The first step should be to view it as a project and then identify dependencies this one project may have on other projects going on within your company. Once the dependencies are identified, then prioritize. Once » Read More
24th April, 2009 - Posted by Pam - No Comments
Thanks for visiting the Customer Service Initiative. I’ll be on vacation until Monday, May 18th. Don’t forget to download The Why and How of Work at Home Call Centers. Feel free to send a message or leave a voicemail (contact info under the contact tab). I’ll be checking messages and responding periodically. Have fun doing the » 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
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
