Big Data

Almost 70% of Fortune 1000 companies have Big Data initiatives. But even smaller companies are using Big Data techniques to find competitive advantages. Learn how Big Data is transforming call center operations, and why your company should be planning Big ...
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Inbound Sales: Accelerate your Sales Cycle

The inbound sales process is changing. In the old days, the consumer would do about 1/3 of the sales process in advance of reaching out to the call center; now this fraction has more than doubled in many cases – with important implications for sales ...
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Leadership Development

Leaders play a vital role in the call center, they are an important reason why people stay or leave, engage or not engage. Research shows the relationship agents have with their lead, supervisor or direct boss are key. Have your leaders gone into their ...
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Employee Engagement and Retention Trends

Employee engagement and retention are core talent management building blocks. Staying abreast of key trends and new approaches is important for HR professionals across disciplines. TalentKeepers’ annual Employee Engagement and Retention Trends Survey is the ...
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Surveys - 15 Tips to Optimize Yours

Survey Design Surveys are an important tool for measuring your customers’ and agents’ satisfaction along with identifying areas needing improvement. While a survey seems deceptively simple — it’s just a bunch of questions — getting good, valid data for ...
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Technology - Leveraging Industry Benchmarks to Build a Business Case

Leveraging Industry Benchmarks to Build a Business Case for a Technology Investment. Technology is a crucial component of a good contact center. Drew Wright will share his experiences as a problem solver and business case builder. He will shed light on how ...
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Coaching Strategy - A Success Formula

A Success Formula – How to Coach and Develop Discretionary Effort Learn how each employee is unique and valuable when properly mentored. As a coach use this knowledge to guide them through important transformations toward top performance.
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Process Improvement at Contact Centers - A Lean Six Sigma Approach

Customers are demanding more efficient and effective service from Contact Centers throughout all industries. Host Bruce Belfiore chats with veteran manager Walt Sweeney about a Lean Six Sigma approach to Contact Center process improvement that Contact Center ...
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Culture - How To Build and Work With Culture

Many of us describe our strong culture and its impact on our organization as a “secret sauce”. What are some factors that can serve a barriers to creating a strong and healthy culture?”
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Quality Assurance - One Minute Survey

Listen to host Bruce Belfiore interview Dayne Petersen in an illuminating discussion on Quality Assurance best practices.
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Caller I.D. and the Contact Center

Cost of caller identification: Even though it’s been around for decades, caller ID continues to pose problems for your contact center.  Today, we’ll be talking about why those problems are actually getting worse, and discuss some ways your contact centers can ...
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