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Aug 1, 2008
Yet another thought crossed my mind. Though I agree one has to understand the client’s culture and learn how to adapt to the customers on the phone, great customer service or sales is technically being true to one’s …
Tagged: culture, call center industry
Aug 1, 2008
My colleagues and I are planning a series of call center seminars sometime September or around October. I will need your opinion and request if you could answer the following questions. You can answer through here or …
Tagged: contests, seminars, training and development, events and conferences
Jul 21, 2008
It’s your first break after a few hours on the phone and you only have 15 minutes! Oh my! What a dilemma. You want to just get out of your chair and do more than just stretch. Are you hungry? Are you a smoker? Perhaps …
Tagged: operations, agents, schedules
Jul 17, 2008
It is a strategy that most companies adopt to keep people in the company for at least 3 to 6 months. This assures that training hours weren’t wasted and is a way to cut down “No Call No Shows” during this stage. It is …
Tagged: operations, recruitment, call center industry, philippine call centers
Jul 14, 2008
IBM’s India Research Laboratory has web-based software that initially was developed for a call center in India to raise its agent’s English proficiency. The tool seems to be like a real time online game that makes …
Tagged: news, communication skills