Artwork in the call center?

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I had to ask the manager I was talking to “Have you ever dusted the plasma screen you are using?” The customer reply to me “No, the janitor does that.”  I had to correct myself and get to my point.  “You have had the plasma screen in the call center for over four years and… Read more »

Agent Desktop Wallboards

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To help improve performance of the agents many managers add a desktop solution. In many cases agent desktops are busy with 15 – 25 applications to assist them with their job duties. However, these applications do not help them with the timing of the contact center calls, emails and chats. This article is about desktops… Read more »

Performance Metrics for Supervisor Desktops

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In previous articles I have spoken about the importance of Agent Desktop Metrics, and how important it is to provide your Agents with the tools they need to help guide them to a higher level of performance.  Unlike Agents who would be concerned with their own performance and duties, a Supervisor must maintain their entire… Read more »

Too much customer service?

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I wonder if this is a case of too much good customer service or taking things so far that the customer will give up and do something else.  Let me explain. I have an HP notebook PC and the letters printed on the keyboard are coming off. The notebook is less than a year old… Read more »

Tablet PC’s in the Call Center

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The sales of tablet PC’s has exploded in the last year. Call centers are starting to use them and many call center managers are wondering how to use them. At the same time IT departments are working to keep them under the corporate security umbrella. Most important is to know that many vendors are working… Read more »

Call Center New Year Resolutions

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With the new year comes new year’s resolutions. Every year some of us resolve to stop smoking, lose weight or be a better person. Sorry I cannot help you with the first two. If you manage a call center one way you can be a better person is to review and change your metrics, thresholds… Read more »