Successful Operations Require Intentional Effort Most everyone who works in off-site customer service knows the importance of having a strong call center team. This is, perhaps, nowhere more important than in the healthcare industry, where a call center sometimes faces the life and death situations of its patients. Though a strong call center team is […]
Staff Your Operation with Agents with the Right Skills to Work at the Time They’re Most Needed You run a multichannel contact center for the healthcare industry and have staffed it with well-trained agents. Some specialize in one specific channel, others can handle related channels, and some are cross trained on all channels. This is […]
After Doing All You Can on the Hiring Side, Turn Your Attention to Retention A college friend recently shared his experience working at his part-time job. Several of his coworkers had quit, and he planned to do so as well. His departure would move his employer from drastically short-staffed to critically understaffed. She begged him […]
As I look back, I see how things have changed. I have changed, my family has changed, technologies have changed, my business has changed, and the industries I work in have changed. In today’s business environment, a culture of change is essential for every organization. In my younger days, I would recommend change for the […]
Why Hiring the Right Leader Is an Art That Protects Your Organization “I need to find a good manager.” This statement is simple, and its occurrence too common. I’ve heard it many times over the years and have experienced it firsthand. Despite the straightforward nature of this basic need, its successful conclusion is anything but […]
It happened again. It shouldn’t surprise me but it does. In fact, it has been said so often that most people believe it to be true and accept it as fact. What am I talking about? Once again, a politician has stood up and passionately, emphatically, and convincingly asserted that we, as citizens of the […]
I recently stumbled onto a TV program entitled Bombay Calling. It was about an offshore call center, providing a compelling exposé of an India-based outsourcing call center and the people who worked there. In a gripping documentary style, it showed both the good and the bad in offshore call centers. Just as proponents of offshoring […]