Cleaning Up with Advertising Jerry Pelzer started Commercial Cleaning and Restoration Services as a one-man company, so he was seldom in the office when the phone rang. After his old answering machine died, he realized he needed a reliable voicemail system. “The voicemail was sound and functional,” recalled Jerry. “It gave me peace of mind […]
Interact with Sales Staff in the Field to Determine Their Strengths and Weaknesses Mitchell came to us in need of a second chance. With a lifetime of experience in the business world and history of sales success he seemed overqualified to work for our company. But he assured me this was the right job for […]
Last month, I began sharing my overview of key findings from ContactBabel’s recently released The US Contact Center Operational Review (3rd Edition). Though it addresses the US market, readers outside the United States should not dismiss these findings. Offshore contact centers that serve the US will find this information most applicable; for those who don’t, […]
ContactBabel recently released the third edition of its The US Contact Center Operational Review. Last year, in the March 2009 issue of Connections Magazine, I highlighted some data from the “outsourcing” section of their second edition. This time I want to report on some of the broader findings. Of course, you can study the 251-page […]
Ironically, most of the communication that I do in producing Connections Magazine, a publication about call centers, is done via email and not the telephone. My phone rings infrequently, and when it does the caller is often someone I don’t want to talk to – either a mismatched attempt to sell me something or a […]
I will admit it – I have a propensity towards idealism. I think that life should be fair and that everyone, regardless of position or past, ought to be granted equality of opportunity. This perspective causes me to advocate impartiality when distributing calls in the call center, with each call handled in the order in […]