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Call Center Training Editorial Archive
Call Center Training Benefits Explored
Those important individuals responsible for reaching out to the customer base via the call center are often the only point of contact between the customer and the brand. Without the proper training, these individuals may misrepresent the brand or fail to deliver on the customer's expectations. Without the proper leadership, these individuals don't know which way to go. As a result, leading organizations rely on call center training from RCCSP.
Those important individuals responsible for reaching out to the customer base via the call center are often the only point of contact between the customer and the brand. Without the proper training, these individuals may misrepresent the brand or fail to deliver on the customer's expectations. Without the proper leadership, these individuals don't know which way to go. As a result, leading organizations rely on call center training from RCCSP.
A New Educational Class for Call Center from RCCSP
Call centers need the proper training, and certification requirements can help call centers stand apart from the thousands of other organizations that are on the market. These intensive training courses give agents the skills they need to operate, along with the tools they need for each and every customer interaction to be a successful one.
Call centers need the proper training, and certification requirements can help call centers stand apart from the thousands of other organizations that are on the market. These intensive training courses give agents the skills they need to operate, along with the tools they need for each and every customer interaction to be a successful one.
How Stor-All Storage Can Train and Improve the Call Center
As the call center industry continues to become more competitive organizations can help their centers stand apart from the rest by implementing the proper training and certification. Such intensive training not only gives agents the skills they need to operate, but also the fuel their need for each and every customer interaction to be a successful one.
As the call center industry continues to become more competitive organizations can help their centers stand apart from the rest by implementing the proper training and certification. Such intensive training not only gives agents the skills they need to operate, but also the fuel their need for each and every customer interaction to be a successful one.
Call Centers Boost Quality and Operations with Retraining
While training has always been one of the most critical elements of running a call center, the virtual nature of the average contact center organization today has upped the stakes. Distributed call center environments - in which support elements are spread around geographic locations - need highly skilled agents who can determine how best to use resources that may not be onsite with them.
While training has always been one of the most critical elements of running a call center, the virtual nature of the average contact center organization today has upped the stakes. Distributed call center environments - in which support elements are spread around geographic locations - need highly skilled agents who can determine how best to use resources that may not be onsite with them.
To Make Better Contact Center Agents, Make Better Contact Center Managers
Contact centers spend a lot of time chasing metrics. From average handle time (AHT) to first-call resolution to conversation ratios to hold times and customer satisfaction rates, metrics are meticulously tracked and reported. Too few contact centers, however, understand why they are tracking these metrics, what they mean and even if they actually work against one another.
Contact centers spend a lot of time chasing metrics. From average handle time (AHT) to first-call resolution to conversation ratios to hold times and customer satisfaction rates, metrics are meticulously tracked and reported. Too few contact centers, however, understand why they are tracking these metrics, what they mean and even if they actually work against one another.
Ontario Call Center Apprentice Training Program at Risk Due to Low Completion Rates
Call center companies in the U.S. have some reasons to be envious of Ontario call center companies. One of those reasons is the tax incentive that Ontario call centers receive to hire and train apprentice call center agents.
Call center companies in the U.S. have some reasons to be envious of Ontario call center companies. One of those reasons is the tax incentive that Ontario call centers receive to hire and train apprentice call center agents.
Will Your Call Center Training Include Robots?
We've all experienced it - you've just arrived home and the last landline phone in your house is ringing. You reach to answer it, only to find silence on the other end of the line. You then think to check the caller ID - the call came from a toll free number and you apparently didn't get to the phone faster than another caller.
We've all experienced it - you've just arrived home and the last landline phone in your house is ringing. You reach to answer it, only to find silence on the other end of the line. You then think to check the caller ID - the call came from a toll free number and you apparently didn't get to the phone faster than another caller.
Call Center Agent Retraining Can Fill in Quality Gaps Technology Cannot
Many forward-thinking contact centers are taking steps to educate their agents better, working on both hard skills (product knowledge and technical efficiency) and the important so-called "soft skills," such as problem resolution and customer empathy.
Many forward-thinking contact centers are taking steps to educate their agents better, working on both hard skills (product knowledge and technical efficiency) and the important so-called "soft skills," such as problem resolution and customer empathy.
Call Center Training Day
Call center training, workforce optimization and process improvement are some of the key issues today's call centers need to focus on and nationwide, organizations are engaging in new efforts focused on improving the performance of call centers.
Call center training, workforce optimization and process improvement are some of the key issues today's call centers need to focus on and nationwide, organizations are engaging in new efforts focused on improving the performance of call centers.
Mastering the Call Center
With proper training, any call center agent can be transformed into a call answering, customer assisting, query-answering machine. This helps not only save time, but also improves the productivity of the agent and call center as a whole. It can come down to little things that add up over time, or one big issue that can save time and energy when resolved; no matter what, proper training can help with that.
With proper training, any call center agent can be transformed into a call answering, customer assisting, query-answering machine. This helps not only save time, but also improves the productivity of the agent and call center as a whole. It can come down to little things that add up over time, or one big issue that can save time and energy when resolved; no matter what, proper training can help with that.
RCCSP Promotes Economic Development in Call Center Industry
Having the proper training and certification requirements helps call centers stand apart from the thousands of other organizations that are on the market. Such intensive training not only gives agents the skills they need to operate, but also the fuel they need for each and every customer interaction to be a successful one.
Having the proper training and certification requirements helps call centers stand apart from the thousands of other organizations that are on the market. Such intensive training not only gives agents the skills they need to operate, but also the fuel they need for each and every customer interaction to be a successful one.
Emergency Training for the Call Center
When the public thinks of call centers, they usually are given the image of a big office with a bunch of agents lined up answering phones all day, which is true. However, what people may not know is that for agents to master such a skill, they must receive education and training just like any other job.
When the public thinks of call centers, they usually are given the image of a big office with a bunch of agents lined up answering phones all day, which is true. However, what people may not know is that for agents to master such a skill, they must receive education and training just like any other job.
Call Center Agents in Huge Demand: The Philippines Turns to Call Center Training Agents
The demand for business process outsourcing - especially call center services - in the Philippines mainly comes from countries like the U.S, Australia and New Zealand.
The demand for business process outsourcing - especially call center services - in the Philippines mainly comes from countries like the U.S, Australia and New Zealand.
BenchmarkPortal Presents 'Center of Excellence' Certification for Alliance Data's Retail Services Business
Alliance Data Systems Corporation, a provider of loyalty and marketing solutions derived from transaction-rich data, asserted that BenchmarkPortal has awarded the "Center of Excellence" certification for its retail services business.
Alliance Data Systems Corporation, a provider of loyalty and marketing solutions derived from transaction-rich data, asserted that BenchmarkPortal has awarded the "Center of Excellence" certification for its retail services business.
Punch In, Game On: Millennials Work Best When Work Is Like A Video Game
Contact center work, as anyone who's ever worked in a contact center knows, is often tedious and unpleasant. While no one particularly enjoys tedious and unpleasant work, there are ways to improve the idea. Recent studies, meanwhile, suggest that, for contact centers, there's one way in particular to perk up the contact center environment via a practice known as "gamification."
Contact center work, as anyone who's ever worked in a contact center knows, is often tedious and unpleasant. While no one particularly enjoys tedious and unpleasant work, there are ways to improve the idea. Recent studies, meanwhile, suggest that, for contact centers, there's one way in particular to perk up the contact center environment via a practice known as "gamification."
New Training Programs for Call Centers
The first part of creating a call center that improves an organization's customer service is the education of the agents, as their job is to have a one-on-one conversation with the customers, helping to answer or solve any issues at hand. But like every other job, this requires a level of education and training that can only be reached through programs.
The first part of creating a call center that improves an organization's customer service is the education of the agents, as their job is to have a one-on-one conversation with the customers, helping to answer or solve any issues at hand. But like every other job, this requires a level of education and training that can only be reached through programs.
Call Center Games To Inspire Agents
Call centers must physically train supervisors and agents on how to increase performance levels -- aside from software installations -- in order to reach the highest levels of performance. That's why RCCSP, a professional education alliance for the call center, has developed a variety of courses that even include a certification exam.
Call centers must physically train supervisors and agents on how to increase performance levels -- aside from software installations -- in order to reach the highest levels of performance. That's why RCCSP, a professional education alliance for the call center, has developed a variety of courses that even include a certification exam.
Holding on Line 1: Call Center Management Software and Training
Every call center needs a management solution that provides it with the utmost skills and tools needed to create successful customer experiences. New tools like speech analytics, call recording, eLearning and coaching & workforce management are being utilized by businesses around the globe to discover the best way to deliver exactly what the customer wants.
Every call center needs a management solution that provides it with the utmost skills and tools needed to create successful customer experiences. New tools like speech analytics, call recording, eLearning and coaching & workforce management are being utilized by businesses around the globe to discover the best way to deliver exactly what the customer wants.
Options for Third-Party Call Center Skills Training
Given the high turnover in the call center industry, finding qualified customer support personnel can be tricky. While models like home-based agents can help expand the pool of qualified applicants, finding individuals willing to turn contact center work into a career is still a difficult process.
Given the high turnover in the call center industry, finding qualified customer support personnel can be tricky. While models like home-based agents can help expand the pool of qualified applicants, finding individuals willing to turn contact center work into a career is still a difficult process.
Sitel to Use WorkFlex Management Software
Every call center needs a management solution that provides it with the utmost tools needed to create successful customer experiences. New tools like speech analytics, call recording, eLearning, coaching and workforce management are being utilized by businesses around the globe to deliver exactly what the customer wants.
Every call center needs a management solution that provides it with the utmost tools needed to create successful customer experiences. New tools like speech analytics, call recording, eLearning, coaching and workforce management are being utilized by businesses around the globe to deliver exactly what the customer wants.
Take Your Call Center Training Strategy to the Stage
The scripts, the never-ending questions and the voice that oftentimes sounds like a fabrication of customer service - all of these factors live in the call center. But what really goes on at the other end of the customer's line? Would you believe it if you heard that there is a new play coming out that drops the curtain containing every realism of the call center? The show is called Disconnect, and it actually made its West Coast premiere last month.
The scripts, the never-ending questions and the voice that oftentimes sounds like a fabrication of customer service - all of these factors live in the call center. But what really goes on at the other end of the customer's line? Would you believe it if you heard that there is a new play coming out that drops the curtain containing every realism of the call center? The show is called Disconnect, and it actually made its West Coast premiere last month.
WUN Systems Intros WUN 360 for Workspace Success
For many companies, the cost of maintaining their workspace is much more than the cost of the actual construction and design of those workspaces. This is almost as expensive as maintaining human resources, but modern day workspace solutions provide smart, savvy solutions that are also highly affordable. For say, call centers, improving the workspace is equally vital to improving call center agent performance through proper and effective training techniques.
For many companies, the cost of maintaining their workspace is much more than the cost of the actual construction and design of those workspaces. This is almost as expensive as maintaining human resources, but modern day workspace solutions provide smart, savvy solutions that are also highly affordable. For say, call centers, improving the workspace is equally vital to improving call center agent performance through proper and effective training techniques.
Training Your Call Center Agents Is Sometimes Not Enough
You could have the best agent training strategies in the world, but sometimes, it takes just a little more TLC to get your agents at the end line that you have in mind. What we're talking about here is workspace design. The way your call center is designed and setup will enable your employees some extra breathing room both physically and mentally, which will enable them to handle customers more happily, more engaged and overall more productively.
You could have the best agent training strategies in the world, but sometimes, it takes just a little more TLC to get your agents at the end line that you have in mind. What we're talking about here is workspace design. The way your call center is designed and setup will enable your employees some extra breathing room both physically and mentally, which will enable them to handle customers more happily, more engaged and overall more productively.
It's Happening As We Speak: Are You Modernizing Your Call Center Training for Today's Growing Needs?
Customer interaction continues to evolve, mature and change nearly overnight. With so many developments continuously in the works regarding social media and business communications, it's going to directly impact call center operations whether we like it or not.
Customer interaction continues to evolve, mature and change nearly overnight. With so many developments continuously in the works regarding social media and business communications, it's going to directly impact call center operations whether we like it or not.
New Survey Shows US Consumers Want Personalized Service Above All
When it comes to call center training, what do you need to know above all? Of course, this is your customers' preferences! In light of that, a new inContact survey has presented some important results which examine the state of customer service and the changing preferences of consumers - clearly valuable information for any contact center manager looking to optimally train and prepare his or her employees.
When it comes to call center training, what do you need to know above all? Of course, this is your customers' preferences! In light of that, a new inContact survey has presented some important results which examine the state of customer service and the changing preferences of consumers - clearly valuable information for any contact center manager looking to optimally train and prepare his or her employees.
Call Center Managers in Greenville, S.C. Can Take Advantage of This Unique Opportunity
Call centers are officially bringing business back to the U.S. In some exciting news of a job boost, TD bank recently revealed the opening of its new call center in Greenville, S. C. - bringing a whopping 600 workers to the plate with the goal of adding an additional 30 new employees per month to attain an incredible 1,400 workers total in the next three to five years, according to TD Bank Regional President, Rob Hoak.
Call centers are officially bringing business back to the U.S. In some exciting news of a job boost, TD bank recently revealed the opening of its new call center in Greenville, S. C. - bringing a whopping 600 workers to the plate with the goal of adding an additional 30 new employees per month to attain an incredible 1,400 workers total in the next three to five years, according to TD Bank Regional President, Rob Hoak.
Call Center Training: Achieving a True Multi-Skilled Environment in the Call Center Part Two
In part one of our two-part series on call center training for multi-skilled customer engagement, we covered a plethora of strategies and best practices - including shadow training, call blending and whisper alerts. Now, we're going to wrap this list of training tips up with another five, which were originally provided to us by UK-based website, CallCentreHelper.
In part one of our two-part series on call center training for multi-skilled customer engagement, we covered a plethora of strategies and best practices - including shadow training, call blending and whisper alerts. Now, we're going to wrap this list of training tips up with another five, which were originally provided to us by UK-based website, CallCentreHelper.
Call Center Training: Achieving a True Multi-Skilled Environment in the Call Center Part One
While many contact centers claim to be multi-skilled - and many solutions claim to support multi-skilling - there is often confusion about what this actually means. While most call centers have implemented technologies that automate routing to ensure that calls are delivered to the agent most skilled to handle them, multi-skilling is about more than just a technology. For starters, you need to know your agents' skills, and you need to ensure that there are sufficient resources to support each skill.
While many contact centers claim to be multi-skilled - and many solutions claim to support multi-skilling - there is often confusion about what this actually means. While most call centers have implemented technologies that automate routing to ensure that calls are delivered to the agent most skilled to handle them, multi-skilling is about more than just a technology. For starters, you need to know your agents' skills, and you need to ensure that there are sufficient resources to support each skill.
Is the Call Center All Fun and Games? Apparently, Literally So
To the customer, the call center can oftentimes be a place of full of helpful but dry sounding, unenthusiastic employees on the other end of the line (of course, though, this is dependent on the company). For example, I was stuck in a phase where I was calling one company almost on a daily basis for updates and holds being placed on my customer account; however, every single time I called, it was like I forgot I was even talking to a professional representative. Rather, the call felt like I was casually chatting away with one of my friends.
To the customer, the call center can oftentimes be a place of full of helpful but dry sounding, unenthusiastic employees on the other end of the line (of course, though, this is dependent on the company). For example, I was stuck in a phase where I was calling one company almost on a daily basis for updates and holds being placed on my customer account; however, every single time I called, it was like I forgot I was even talking to a professional representative. Rather, the call felt like I was casually chatting away with one of my friends.
Get a Clue - Lack of Effective Call Center Training for Sales Simply Won't Do
How many times have you dialed in to a call center to have a problem resolved, only to be prompted with some sort of sales pitch to sign up for a monthly subscription or purchase something to get a discount on future purchases? These elaborate ploys are not only complex, but confusing and off-putting for the customer. I don't know about you, but this doesn't seem entirely convincing to me - there has to be a better way to train call centers in sales-based strategies.
How many times have you dialed in to a call center to have a problem resolved, only to be prompted with some sort of sales pitch to sign up for a monthly subscription or purchase something to get a discount on future purchases? These elaborate ploys are not only complex, but confusing and off-putting for the customer. I don't know about you, but this doesn't seem entirely convincing to me - there has to be a better way to train call centers in sales-based strategies.
Who's Really Working in Your Call Center?
The topic of call center training often focuses on identifying, recruiting and keeping the quality candidate. The successful call center wants an experienced individual who can handle multiple activities at once, can manage interactions on multiple channels and maintains quality service deliverables for each interaction. These are all important points to include in the strategy to build out the quality of the agent base, but what about the role honesty and integrity play in the success of the call center?
The topic of call center training often focuses on identifying, recruiting and keeping the quality candidate. The successful call center wants an experienced individual who can handle multiple activities at once, can manage interactions on multiple channels and maintains quality service deliverables for each interaction. These are all important points to include in the strategy to build out the quality of the agent base, but what about the role honesty and integrity play in the success of the call center?
Sharpening the Skills of the Call Center Manager
Whenever we think of call center training, we immediately consider the call center employees who are assisting customers and keeping everyday business smooth and afloat. While that is always great, there is one piece of the puzzle that is often left a mystery, and that is the call center manager.
Whenever we think of call center training, we immediately consider the call center employees who are assisting customers and keeping everyday business smooth and afloat. While that is always great, there is one piece of the puzzle that is often left a mystery, and that is the call center manager.
Special Considerations When Choosing a Call Center Partner for Disaster Recovery
Many companies without the ability or the wish to maintain their own contact centers, help desks or other customer support options turn, logically, to outsourcers for help. While you may have the types of resources you need to support your customers, another factor is uptime. Is your call center located in one location, and is it vulnerable to unforeseen circumstances like storms, power outages, transit strikes, product recalls or other things that can wreak disaster on a business? Customers form their impressions of a company before their first interaction with that company is even over.
Many companies without the ability or the wish to maintain their own contact centers, help desks or other customer support options turn, logically, to outsourcers for help. While you may have the types of resources you need to support your customers, another factor is uptime. Is your call center located in one location, and is it vulnerable to unforeseen circumstances like storms, power outages, transit strikes, product recalls or other things that can wreak disaster on a business? Customers form their impressions of a company before their first interaction with that company is even over.
Training Your Call Center Agents with Effective Scripting Techniques
There are numerous factors that play into achieving successful call center operations, many of which feed into one another. For example, what your agents offer your customers sets the stage for customer loyalty, satisfaction and overall business continuity. If your agents sound fake, fabricated or uninterested, well then guess what, your customers will avoid you like the plague, only calling when they absolutely need to. It happens more frequently than you think or perhaps care to admit.
There are numerous factors that play into achieving successful call center operations, many of which feed into one another. For example, what your agents offer your customers sets the stage for customer loyalty, satisfaction and overall business continuity. If your agents sound fake, fabricated or uninterested, well then guess what, your customers will avoid you like the plague, only calling when they absolutely need to. It happens more frequently than you think or perhaps care to admit.
Royal Horticultural Society to Use Blackbaud CRM to Achieve Strategic Objectives
A decade ago, the concept of customer relationship management (CRM ) remained just that - a figment tossed about now and then to be buried later, but over the past five years at least, it has come into its own, and what was once merely a buzzword, has gained tremendous status with a large cross section of industry lapping up what it has to offer.
A decade ago, the concept of customer relationship management (CRM ) remained just that - a figment tossed about now and then to be buried later, but over the past five years at least, it has come into its own, and what was once merely a buzzword, has gained tremendous status with a large cross section of industry lapping up what it has to offer.
E-Commerce Analytics Provider MarketLive Reports 95 Percent Renewal Rates Among Customers
While many companies are finding success in their e-commerce transactions - in many cases, more success than they are finding via other channels, such as brick-and-mortar retail, for many, the e-commerce channel is still a matter of chance.
While many companies are finding success in their e-commerce transactions - in many cases, more success than they are finding via other channels, such as brick-and-mortar retail, for many, the e-commerce channel is still a matter of chance.
Tech Data, Brocade Launch Training, Recruiting Initiative for Call Center Expansion
Tech Data Corporation (TECD), one of the largest wholesale distributors of technology products, services and solutions, revealed this week its plan to launch a campus network-focused initiative in collaboration with Brocade (BRCD), a provider of networking and transitional solutions. The initiative will help Tech Data focus on recruiting, educating and enabling resellers on the full Brocade portfolio of wired and wireless solutions with a specific focus on call center expansion, capabilities support, market-based analytics, pre-sales engineering support and solutions-focused enablement.
Tech Data Corporation (TECD), one of the largest wholesale distributors of technology products, services and solutions, revealed this week its plan to launch a campus network-focused initiative in collaboration with Brocade (BRCD), a provider of networking and transitional solutions. The initiative will help Tech Data focus on recruiting, educating and enabling resellers on the full Brocade portfolio of wired and wireless solutions with a specific focus on call center expansion, capabilities support, market-based analytics, pre-sales engineering support and solutions-focused enablement.
Get Ready for Spring Call Center Training and Score a Home Run
Despite New England getting a few feet of snow this past weekend with snowstorm Nemo, good old "Punxsutawney Phil" did in fact predict an early 2013 spring. If this little critter is right, then we'll be seeing spring sooner than we think! In light of this, here are some handy tips to keep some of the most important aspects of your call center operations up to speed - all courtesy of the Resource Center for Customer Service Professionals LLC (RCCSP), a top provider of call center training solutions.
Despite New England getting a few feet of snow this past weekend with snowstorm Nemo, good old "Punxsutawney Phil" did in fact predict an early 2013 spring. If this little critter is right, then we'll be seeing spring sooner than we think! In light of this, here are some handy tips to keep some of the most important aspects of your call center operations up to speed - all courtesy of the Resource Center for Customer Service Professionals LLC (RCCSP), a top provider of call center training solutions.
Interactive Call Center Training Explores Value of Workforce Management
The Resource Center for Customer Service Professionals (RCCSP) is offering the Introduction to Call Center Workforce Management: Understanding Call Center Staffing and Scheduling. This online call center training class is a 90 minute, instructor-led course that provides call center managers insight into the implications of poor forecasting and scheduling.
The Resource Center for Customer Service Professionals (RCCSP) is offering the Introduction to Call Center Workforce Management: Understanding Call Center Staffing and Scheduling. This online call center training class is a 90 minute, instructor-led course that provides call center managers insight into the implications of poor forecasting and scheduling.
Canada Revenue Agency Call Center Gets C- Grade from CFIB
Call centers have become the face of an organization - be it a government agency or commercial establishment. Failing to provide a professional helpline will damage the reputation, and this is exactly happening with Canada Revenue Agency (CRA). For the second time in two years, the CRA Call Center Business Helpline received a lackluster grade of "C-" from the Canadian Federation of Independent Business (CFIB) on Day 3 of Canada's Red Tape Awareness Week.
Call centers have become the face of an organization - be it a government agency or commercial establishment. Failing to provide a professional helpline will damage the reputation, and this is exactly happening with Canada Revenue Agency (CRA). For the second time in two years, the CRA Call Center Business Helpline received a lackluster grade of "C-" from the Canadian Federation of Independent Business (CFIB) on Day 3 of Canada's Red Tape Awareness Week.
How to Use the Contact Center to Gain a Competitive Advantage
While there are miles of column inches written about the importance of good customer service, it's apparent that too many companies neither hear nor heed the advice. At the same time, the percentage of customers who refuse to give further business to a company that offers them a lousy experience is on the rise: a study last year of 195 professionals and 165 college students by Ernest Ronan found that when customers had bad experiences with call center staff, they were less willing to buy from the company in the future. The strength of this reaction increased from 72 percent in 2005 to 86.3 percent last year.
While there are miles of column inches written about the importance of good customer service, it's apparent that too many companies neither hear nor heed the advice. At the same time, the percentage of customers who refuse to give further business to a company that offers them a lousy experience is on the rise: a study last year of 195 professionals and 165 college students by Ernest Ronan found that when customers had bad experiences with call center staff, they were less willing to buy from the company in the future. The strength of this reaction increased from 72 percent in 2005 to 86.3 percent last year.
Belding Group Announces Top 10 Customer Service Trends for 2013
The Belding Group of Companies, a customer service and training company, gathered data from previous years and summarized some interesting trends for 2013. All of these trends will affect the customer service industry in the New Year, with most concerns driven by technology and customer expectations to be the focus of 2013. Belding Group's detailed list explains each of these.
The Belding Group of Companies, a customer service and training company, gathered data from previous years and summarized some interesting trends for 2013. All of these trends will affect the customer service industry in the New Year, with most concerns driven by technology and customer expectations to be the focus of 2013. Belding Group's detailed list explains each of these.
RCCSP Offers New Project Management Training Course
While 2013 will bring a number of new challenges and opportunities to businesses, one of the most challenging, from an IT perspective, will be improving project management in order to address the increasing complexity of systems, the broadening of networks and the need for better security.
While 2013 will bring a number of new challenges and opportunities to businesses, one of the most challenging, from an IT perspective, will be improving project management in order to address the increasing complexity of systems, the broadening of networks and the need for better security.
Most Companies Still Fail to Adequately Support Customer Service Operations
Since your customers are the lifeblood of your business - without them, you don't have a business - supporting those customers is therefore the most important function in a company. Right? Not always, according to a new study.
Since your customers are the lifeblood of your business - without them, you don't have a business - supporting those customers is therefore the most important function in a company. Right? Not always, according to a new study.
RCCSP Serves Up Intro to Telecom Concepts Seminar
Perspective is a beautiful thing.
Perspective is a beautiful thing.
2013 is the Year Companies Need to Get Serious About Cyber-security
If you are heavily involved with your company's network - and let's face it, there are few jobs today that don't touch the company's network at least at some point - you'll know how vulnerable many companies are when it comes to security threats. Security threats are on the rise exponentially: companies that saw only occasional attacks a few years ago are now seeing them almost daily, which has added an enormous burden to most organization's IT departments.
If you are heavily involved with your company's network - and let's face it, there are few jobs today that don't touch the company's network at least at some point - you'll know how vulnerable many companies are when it comes to security threats. Security threats are on the rise exponentially: companies that saw only occasional attacks a few years ago are now seeing them almost daily, which has added an enormous burden to most organization's IT departments.
Better Call Center Training Starts with a Good Management Foundation
Call center managers often find that their job is a bit like juggling. There's not only the expected schedule building and interval management to ensure that customers are being serviced quickly and efficiently, but also long- and short-term training and motivation, not to mention moment-to-moment crisis management to cope with unexpected issues. Being an effective call center leader requires not only excellent technical skills, but also interpersonal and management skills.
Call center managers often find that their job is a bit like juggling. There's not only the expected schedule building and interval management to ensure that customers are being serviced quickly and efficiently, but also long- and short-term training and motivation, not to mention moment-to-moment crisis management to cope with unexpected issues. Being an effective call center leader requires not only excellent technical skills, but also interpersonal and management skills.
RCCSP Offers Course to Help Support Center Managers Build a World-Class Operation
There are a lot of customers in the world today - far more than in recent decades. Increasingly, these customers have high expectations for the level of customer support they will receive. They expect assistance in real-time, via any media they choose, and they expect the information and help they receive to be consistent regardless of which channel they choose.
There are a lot of customers in the world today - far more than in recent decades. Increasingly, these customers have high expectations for the level of customer support they will receive. They expect assistance in real-time, via any media they choose, and they expect the information and help they receive to be consistent regardless of which channel they choose.
What's the Cloud and Where is it? Many Call Centers Still Require a Basic Tutorial
Many call centers today are finding cost savings and flexibility by putting some or even all of their call center processes into the cloud. The advantages of this model over a premise-based equipment model include eliminating up-front capital investments (call centers using cloud solutions pay for what they need on a monthly basis); the ability to scale to needed capacity, up or down, depending on cyclical business volume; the ability to use remote or home-based agents to staff the call center and fill in any gaps; and remote management for IT staff or managers.
Many call centers today are finding cost savings and flexibility by putting some or even all of their call center processes into the cloud. The advantages of this model over a premise-based equipment model include eliminating up-front capital investments (call centers using cloud solutions pay for what they need on a monthly basis); the ability to scale to needed capacity, up or down, depending on cyclical business volume; the ability to use remote or home-based agents to staff the call center and fill in any gaps; and remote management for IT staff or managers.
Get Secure with Training in Cybersecurity Essentials
Let's get down to business, to protect your network. Did you just get a firewall, and expect that to work? Yes, cyber security is essential in today's environment, so it's important to know how to be safe. Thus, there is a new five-day seminar available, in which participants will learn all about cyber security and how to protect their network.
Let's get down to business, to protect your network. Did you just get a firewall, and expect that to work? Yes, cyber security is essential in today's environment, so it's important to know how to be safe. Thus, there is a new five-day seminar available, in which participants will learn all about cyber security and how to protect their network.
RCCSP Offers Call Center Training for the IVR Developer
Training within the call center environment is essential if an organization hopes to promote quality customer interactions and customer retention. At the same time, agents are more satisfied when they have the right training and tools to ensure they are able to do the job well. To that end, access to call center training is essential.
Training within the call center environment is essential if an organization hopes to promote quality customer interactions and customer retention. At the same time, agents are more satisfied when they have the right training and tools to ensure they are able to do the job well. To that end, access to call center training is essential.
Call Center Training Offers Insight on Process Metrics
There are a number of different metrics used within the call center environment to measure the performance of an individual agent, a group of agents and the call center as a whole. Understanding those metrics and how they play into the operation of the center as a whole is critical to the success of the call center supervisor. Fortunately, call center training offered by RCCSP can provide the necessary insight supervisors need to lead their team to success.
There are a number of different metrics used within the call center environment to measure the performance of an individual agent, a group of agents and the call center as a whole. Understanding those metrics and how they play into the operation of the center as a whole is critical to the success of the call center supervisor. Fortunately, call center training offered by RCCSP can provide the necessary insight supervisors need to lead their team to success.
RCCSP's Call Center Management Boot Camp - aTraining Course for the Best
Earlier this month, RCCSP hosted its touted call center training course - Call Center Management Boot Camp, which took place from November 5-9 in Phoenix. The seminar spanned five days; the first three days encompassed rigorous training for members of management; and the last two days were structured as workshops so leaders could put their newly acquired skills to the test before having to apply them at work.
Earlier this month, RCCSP hosted its touted call center training course - Call Center Management Boot Camp, which took place from November 5-9 in Phoenix. The seminar spanned five days; the first three days encompassed rigorous training for members of management; and the last two days were structured as workshops so leaders could put their newly acquired skills to the test before having to apply them at work.
RCCSP Offers Course to Help Call Center Agents Learn Critical Soft Skills
While most call centers train their agents to use scripts and the various call center solutions they've implemented, where many call centers fall down is on soft skills training.
While most call centers train their agents to use scripts and the various call center solutions they've implemented, where many call centers fall down is on soft skills training.
Boot Camp for Call Center Managers
Are you the best of the best of the best Call Center Managers? Probably not, which means there's room for improvement. For that, RCCSP can help, with a Call Center Management Boot Camp: three days of intensive management training, followed by a two day workshop, designed to mold its attendees into the best Call Center Managers they can be.
Are you the best of the best of the best Call Center Managers? Probably not, which means there's room for improvement. For that, RCCSP can help, with a Call Center Management Boot Camp: three days of intensive management training, followed by a two day workshop, designed to mold its attendees into the best Call Center Managers they can be.
Contact Center Training: The Subject Matter Experts
One of the most potentially daunting contact center training challenges is in training non-contact center personnel on contact center skills. These are the subject matter experts (SMEs) such as accountants, engineers, healthcare professionals, logistics specialists, programmers and senior IT staff. They are now handling customer service and support inquiries through contacts transferred to them by first line agents, who see their presence via unified communications. They are also directly engaging with customers by responding to their social media posts and tweets.
One of the most potentially daunting contact center training challenges is in training non-contact center personnel on contact center skills. These are the subject matter experts (SMEs) such as accountants, engineers, healthcare professionals, logistics specialists, programmers and senior IT staff. They are now handling customer service and support inquiries through contacts transferred to them by first line agents, who see their presence via unified communications. They are also directly engaging with customers by responding to their social media posts and tweets.
Call Center Training Seminar Offers Knowledge and Skill Building for Management
In any industry, those charged with representing a company are better able to do so when the proper training has been applied. The consumer calling a company doesn't want to speak with an agent that knows little more than how to answer a phone. Likewise, the center shouldn't be run by individuals that haven't been trained to do so. To ensure success in the transaction and to protect the value of the brand, proper call center training needs to be applied.
In any industry, those charged with representing a company are better able to do so when the proper training has been applied. The consumer calling a company doesn't want to speak with an agent that knows little more than how to answer a phone. Likewise, the center shouldn't be run by individuals that haven't been trained to do so. To ensure success in the transaction and to protect the value of the brand, proper call center training needs to be applied.
Call Center Training Manages Today's Difficult Callers
Ask anyone who works with the public: whether at the front desks, in restaurants, sales floors and yes in contact centers about customer attitudes and chances are adjectives such as "cranky, impatient, demanding and difficult" will be on their lips. There is anecdotal evidence suggesting that such behaviors are increasing. As one now-former retail salesperson (and contact center agent) told me: "their attitudes have become 'I bought something from you, now you owe me, you're at my beck-and-call.'"
Ask anyone who works with the public: whether at the front desks, in restaurants, sales floors and yes in contact centers about customer attitudes and chances are adjectives such as "cranky, impatient, demanding and difficult" will be on their lips. There is anecdotal evidence suggesting that such behaviors are increasing. As one now-former retail salesperson (and contact center agent) told me: "their attitudes have become 'I bought something from you, now you owe me, you're at my beck-and-call.'"
Cramming for the Contact Center: RCCSP Offers Call Center "Boot Camp"
Feeling that your contact center isn't operating to optimal levels? Thinking you and your organization could do better? The Resource Center for Customer Service Professionals LLC (RCCSP) wants to send you to boot camp.
Feeling that your contact center isn't operating to optimal levels? Thinking you and your organization could do better? The Resource Center for Customer Service Professionals LLC (RCCSP) wants to send you to boot camp.
Multichannel Merchant and the Call Center School Introduce New Training Program
Multichannel Merchant, an information source for merchants that market and deliver directly to the customer, and the Tennessee-based Call Center School recently teamed up to offer digital, catalog and other merchants with Internet-based training. Aimed at new and existing call center staff, this new program can help maximize revenue potential in time for the holiday season.
Multichannel Merchant, an information source for merchants that market and deliver directly to the customer, and the Tennessee-based Call Center School recently teamed up to offer digital, catalog and other merchants with Internet-based training. Aimed at new and existing call center staff, this new program can help maximize revenue potential in time for the holiday season.
Companies Use KC for Call Center Training and Customer Service Needs
The Kansas City metro has become an attractive place for call centers to call home. It is estimated that the metro employs upwards of 40,000 workers in the contact center environment. These types of centers are taking on roles quite different than what we have come to expect from this type of work.
The Kansas City metro has become an attractive place for call centers to call home. It is estimated that the metro employs upwards of 40,000 workers in the contact center environment. These types of centers are taking on roles quite different than what we have come to expect from this type of work.
Is Call Center Training Outdated?
When waiting in the hold queue for the next available agent, do you ever wonder if there is really anything going on in the call center that is causing your wait? Do you ever sit there and assume all agents aren't really helping other callers, but instead catching up on a game of Solitaire or grabbing a cup of coffee before they get around to connecting your call? If this assumption exists, it's easy to suggest that call center training is outdated.
When waiting in the hold queue for the next available agent, do you ever wonder if there is really anything going on in the call center that is causing your wait? Do you ever sit there and assume all agents aren't really helping other callers, but instead catching up on a game of Solitaire or grabbing a cup of coffee before they get around to connecting your call? If this assumption exists, it's easy to suggest that call center training is outdated.
UK Plans to Help Prisoners become Call Center Certified
The next time you speak to a representative at a call center you could be calling a UK prison. The Ministry of Justice announced that it's going to begin developing call centers inside of prisons to help prisoners during their rehabilitation programs. The programs are designed to help the prisoners learn a trade, keep busy with employment, and help them to adjust to life outside of the walls when released.
The next time you speak to a representative at a call center you could be calling a UK prison. The Ministry of Justice announced that it's going to begin developing call centers inside of prisons to help prisoners during their rehabilitation programs. The programs are designed to help the prisoners learn a trade, keep busy with employment, and help them to adjust to life outside of the walls when released.
How Coaching Skills Training Can Boost Employee Productivity
While for the most part, employees with even a reasonable sense of ethics, or even just personal ambition, are already doing a great job for their employers, there are always exceptions. Those exceptions can have serious negative impact on the bottom line, so it's important to try and shore up the laggards as best as possible. That's where coaching skills come into play for management, and those same coaching skills can often provide a greatly improved level of employee satisfaction and productivity.
While for the most part, employees with even a reasonable sense of ethics, or even just personal ambition, are already doing a great job for their employers, there are always exceptions. Those exceptions can have serious negative impact on the bottom line, so it's important to try and shore up the laggards as best as possible. That's where coaching skills come into play for management, and those same coaching skills can often provide a greatly improved level of employee satisfaction and productivity.
Call Center Training Soon to Come to Yuma, Arizona
The arrival of a new company within the boundaries of any U.S.-based city means job growth. For the city of Yuma, Arizona, that job growth will be in the form of call center positions. With these new positions comes the need for call center training, preparing new hires for the tasks associated with customer care. The aforementioned company, Nation's Health, plans to open a new call center in Yuma.
The arrival of a new company within the boundaries of any U.S.-based city means job growth. For the city of Yuma, Arizona, that job growth will be in the form of call center positions. With these new positions comes the need for call center training, preparing new hires for the tasks associated with customer care. The aforementioned company, Nation's Health, plans to open a new call center in Yuma.
RCCSP Hosts Call Center Manager Training and Certification Course in Boston
The RCCSP Professional Education Alliance will be hosting its three-day Call Center Manager Training and Certification course in Boston this August 20 through August 22.
The RCCSP Professional Education Alliance will be hosting its three-day Call Center Manager Training and Certification course in Boston this August 20 through August 22.
No Cash for You: Companies that Outsource Call Center Jobs May Lose Federal Contracts
Sen. Bob Casey (D-Pa.) has just proposed a bill that would limit access to federal contracts for companies that ship call center jobs overseas.
Sen. Bob Casey (D-Pa.) has just proposed a bill that would limit access to federal contracts for companies that ship call center jobs overseas.
Call Center Training Program Builds Necessary Seasonal Sales Force
While most businesses in America have been or will be affected by President Obama's Affordable Care Act, at least one east coast call center has already undergone massive lay-offs and part-time hire replacements as a result.
While most businesses in America have been or will be affected by President Obama's Affordable Care Act, at least one east coast call center has already undergone massive lay-offs and part-time hire replacements as a result.
Managers Earn Certification with RCCSP's Call Center Training Course
Management within the call center environment is nothing short of challenging. For the right individual, however, these challenges become motivating tasks that hone tactical skills and improve overall performance. And, once the individual has the right call center training under his or her belt, the real fun begins.
Management within the call center environment is nothing short of challenging. For the right individual, however, these challenges become motivating tasks that hone tactical skills and improve overall performance. And, once the individual has the right call center training under his or her belt, the real fun begins.
RCCSP Alliance Workforce Management Certification Welcomed by Canada's Call Center Industry
Canada's economy has arguably outperformed that of its far-larger neighbor to the south thanks to a strong resource sector and financial prudence. Canadians are risk-adverse, which means the country has not grown as it might have been otherwise, and its economy is dominated by foreign-owned firms, but it has not fallen to the same extent as the U.S.
Canada's economy has arguably outperformed that of its far-larger neighbor to the south thanks to a strong resource sector and financial prudence. Canadians are risk-adverse, which means the country has not grown as it might have been otherwise, and its economy is dominated by foreign-owned firms, but it has not fallen to the same extent as the U.S.
Cigna's Scranton Call Center Looks to Hire 160 New CSRs
Cigna recently revealed that, between now and October, its Scranton call center would be adding on 160 new customer service associate jobs, a move that will be welcome to the large numbers of unemployed across the region.
Cigna recently revealed that, between now and October, its Scranton call center would be adding on 160 new customer service associate jobs, a move that will be welcome to the large numbers of unemployed across the region.
White Paper Explores the Value in Proper Call Center Training
Training within the call center is an essential practice to properly onboard new employees and keep them long-term. The challenge with call center training is that very little is actually known about the overall impact different trainers can have on the attrition of new hires.
Training within the call center is an essential practice to properly onboard new employees and keep them long-term. The challenge with call center training is that very little is actually known about the overall impact different trainers can have on the attrition of new hires.
Call Centers and Technology Bring Big Boost to Bottom Line
In an economic picture like the one that's currently in play, any measure to put a healthy punch in the bottom line must be considered. What many businesses are coming to realize, and what some have yet to, is that the call center may be one of the best ways to provide improvements in sales and revenue generation via some very basic, but easy to overlook, principles.
In an economic picture like the one that's currently in play, any measure to put a healthy punch in the bottom line must be considered. What many businesses are coming to realize, and what some have yet to, is that the call center may be one of the best ways to provide improvements in sales and revenue generation via some very basic, but easy to overlook, principles.
The Philippines Call Center Industry Booms, Thanks to Multiple Factors
In the last decade or so, the Philippines have built an army. Not a military army, but an army of call center workers. The Philippines has rapidly overtaken India as North America and the UK's favorite call center outsourcing destination. The reason being, many companies find that - at least in North America - customers find Filipino accents more comprehensible than Indian accents (since the Philippines was once a U.S. colony), Spanish is widely spoken for the benefit of Hispanic Americans (an advantage India does not possess) and the government in the Philippines has built an attractive package of perks to draw call center business.
In the last decade or so, the Philippines have built an army. Not a military army, but an army of call center workers. The Philippines has rapidly overtaken India as North America and the UK's favorite call center outsourcing destination. The reason being, many companies find that - at least in North America - customers find Filipino accents more comprehensible than Indian accents (since the Philippines was once a U.S. colony), Spanish is widely spoken for the benefit of Hispanic Americans (an advantage India does not possess) and the government in the Philippines has built an attractive package of perks to draw call center business.
Keeping the Customer Satisfied
In a cutthroat market, what really persuades customers to move or stay with a telecommunications service provider? Instinctively, we believe that the range of innovative products available to the customer, the technical quality of delivered service or QoS and competitive pricing are the key factors in ensuring customer retention and extending the service contract. But we should challenge these assumptions - not least because they are often so costly to act upon.
In a cutthroat market, what really persuades customers to move or stay with a telecommunications service provider? Instinctively, we believe that the range of innovative products available to the customer, the technical quality of delivered service or QoS and competitive pricing are the key factors in ensuring customer retention and extending the service contract. But we should challenge these assumptions - not least because they are often so costly to act upon.
To Train or Not to Train
According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies (like yours) willing to significantly improve their customer service, as this enables you to stand out among your competition.
According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies (like yours) willing to significantly improve their customer service, as this enables you to stand out among your competition.
Struggling Economy Requires Smart Management
With a struggling economy, nearly all businesses are faced with cutting budgets even more than they had planned. Decisions on where to cut costs are not easy, and management forced to make these changes must be as well informed as possible in order to make effective decisions.The only way to make effective business decisions - and this is true under any circumstances, but is highlighted during economic crises - is to have the fundamental knowledge of how your business works, and which aspects are most efficient, and which require improvement.
With a struggling economy, nearly all businesses are faced with cutting budgets even more than they had planned. Decisions on where to cut costs are not easy, and management forced to make these changes must be as well informed as possible in order to make effective decisions.The only way to make effective business decisions - and this is true under any circumstances, but is highlighted during economic crises - is to have the fundamental knowledge of how your business works, and which aspects are most efficient, and which require improvement.
Call Center Costs a Mystery for Many IT Service Desks
The survey reveals that 78 percent of IT service desks don't know how much each call they handle actually costs, and worse yet, only eight percent of surveyed respondents even measure the cost of calls transferred to second line support. Even Pink Elephant, who in part conducted the survey of 10,000 IT service management professionals, was astonished at the results, saying they may well even be higher than indicated due to the expense of bringing in the necessary expertise to measure such costs.
The survey reveals that 78 percent of IT service desks don't know how much each call they handle actually costs, and worse yet, only eight percent of surveyed respondents even measure the cost of calls transferred to second line support. Even Pink Elephant, who in part conducted the survey of 10,000 IT service management professionals, was astonished at the results, saying they may well even be higher than indicated due to the expense of bringing in the necessary expertise to measure such costs.
RCCSP: Are Today's Call Center Managers Ready for Tomorrow?
In today's challenging fiscal environment, which is certainly not new, but is being exacerbated by the economic downturn across the nation, ensuring your employees are well equipped to perform their job function is as critical as ever. This holds for call center managers perhaps even more than others, as the call center is the customer service hub for any organization.Given that, it behooves any call center leadership to ensure its managers have the tools and knowledge to effectively run their centers, to gain or retain a competitive edge on competitors. After all, it has been well documented that providing a premium level of customer service is the one sure way to increase customer satisfaction and grow customer loyalty.
In today's challenging fiscal environment, which is certainly not new, but is being exacerbated by the economic downturn across the nation, ensuring your employees are well equipped to perform their job function is as critical as ever. This holds for call center managers perhaps even more than others, as the call center is the customer service hub for any organization.Given that, it behooves any call center leadership to ensure its managers have the tools and knowledge to effectively run their centers, to gain or retain a competitive edge on competitors. After all, it has been well documented that providing a premium level of customer service is the one sure way to increase customer satisfaction and grow customer loyalty.
RCCSP Alliance Launches 'Do More With Less' Training Programs
Never has the need to have contact center agents and supervisors that are well-trained more critical yet rarely have budgets been so tight as today and going forward into the next decade.
Never has the need to have contact center agents and supervisors that are well-trained more critical yet rarely have budgets been so tight as today and going forward into the next decade.
RCCSP Call Center Training Improves Texas City's Utility's Service, Satisfaction, Bottom Line
Contact center training and certification can generate significant bottom-line benefits that even in challenging times such as these. It can also assist organizations that already have a longstanding reputation for excellent service.
Contact center training and certification can generate significant bottom-line benefits that even in challenging times such as these. It can also assist organizations that already have a longstanding reputation for excellent service.
Virtual Courses, Smaller, Less Frequent Higher Quality Training Key Trends: RCCSP
Nina Kawalek is principal of The Resource Center for Customer Service Professionals (RCCSP), a contact center training organization with courses and programs in the United States, Canada, and Caribbean/Latin America.We approached her, recently, to identify and discuss key training trends and what is driving them.
Nina Kawalek is principal of The Resource Center for Customer Service Professionals (RCCSP), a contact center training organization with courses and programs in the United States, Canada, and Caribbean/Latin America.We approached her, recently, to identify and discuss key training trends and what is driving them.
Focus on Why Agents Stay at Jobs to Cut Turnover: RCCSP
Labor is the single most important and expensive component in contact centers, supplying most of the customer care, service, sales, and billing, amounting to 65 percent-70 percent of operating costs. It pays to keep labor loyal i.e. minimizing turnover. Hiring new staff and bringing them up to speed can account for up to 50 percent of their annual wages. Customer loyalty can suffer from the inevitable slowness and errors.
Labor is the single most important and expensive component in contact centers, supplying most of the customer care, service, sales, and billing, amounting to 65 percent-70 percent of operating costs. It pays to keep labor loyal i.e. minimizing turnover. Hiring new staff and bringing them up to speed can account for up to 50 percent of their annual wages. Customer loyalty can suffer from the inevitable slowness and errors.
Back to the Basics: RCCSP Adds Call Center Training to Its Popular Curriculum
In any business, customer service is the driving factor. Well before the current recession hit, the ramifications of poor customer support were patently obvious - as many as 75 percent of customers have ceased to do business with a company from whom they've received poor service. In today's tight economy, that number is likely to be even higher, as customers have much less tolerance for a lack of appropriate support.This means the call centers that provide this all-important customer support must be prepared to increase their performance levels to ensure satisfaction - word travels quickly these says, especially via the Internet, and no business can afford to have negative feedback on its quality of service.
In any business, customer service is the driving factor. Well before the current recession hit, the ramifications of poor customer support were patently obvious - as many as 75 percent of customers have ceased to do business with a company from whom they've received poor service. In today's tight economy, that number is likely to be even higher, as customers have much less tolerance for a lack of appropriate support.This means the call centers that provide this all-important customer support must be prepared to increase their performance levels to ensure satisfaction - word travels quickly these says, especially via the Internet, and no business can afford to have negative feedback on its quality of service.
Assurant Solutions' Albany Call Center Now Hiring
Assurant Solutions provides extended service contracts and wireless phone protection programs for retailers and dealer groups. It has about 14,000 employees primarily in North America.
Assurant Solutions provides extended service contracts and wireless phone protection programs for retailers and dealer groups. It has about 14,000 employees primarily in North America.
Increased Hiring in Central Texas Represents Growth and a Need for Call Center Training Services
Call center hiring continues to grow briskly as more companies seek to keep jobs in the U.S. and even to return jobs that were formerly outsourced to offshore locations. Call center service provider Aegis Limited announced this week that it will be hiring about 300 agents in central Texas to help it service online travel site client Orbitz World Wide. The partnership between Aegis and Orbitz World Wide, which was announced yesterday, will include hiring and training a group of "travel professionals" to work in Aegis' call center at 777 Twin Creek Drive in Killeen, Texas.
Call center hiring continues to grow briskly as more companies seek to keep jobs in the U.S. and even to return jobs that were formerly outsourced to offshore locations. Call center service provider Aegis Limited announced this week that it will be hiring about 300 agents in central Texas to help it service online travel site client Orbitz World Wide. The partnership between Aegis and Orbitz World Wide, which was announced yesterday, will include hiring and training a group of "travel professionals" to work in Aegis' call center at 777 Twin Creek Drive in Killeen, Texas.
Mindshare's New Call Center Training Software Features Instant Feedback Surveys
Mindshare Technologies, specializing in call center training, announced the availability of their new automated callback service, Outbound Dial, for its call center and service industry customers. Outbound Dial can also be used by clients gauging the quality of their customer interactions through a system that can't be manipulated by agents.
Mindshare Technologies, specializing in call center training, announced the availability of their new automated callback service, Outbound Dial, for its call center and service industry customers. Outbound Dial can also be used by clients gauging the quality of their customer interactions through a system that can't be manipulated by agents.
Give Your Call Center Skills a Workout with RCCSP Boot Camp Course
You would think boot camp-type classes may only appear on your local gym's itinerary, but now classes with similar intensity and hands-on training are also making their way into professional environments, particularly in the call center industry.
You would think boot camp-type classes may only appear on your local gym's itinerary, but now classes with similar intensity and hands-on training are also making their way into professional environments, particularly in the call center industry.
New Call Center Training Courses Highlight Importance of Customer Service
Mastery Technologies has entered into a partnership with Telephone Doctor, a brand name in the corporate training and development space, in an attempt to highlight the fact that a company's best assets, its customers, are being underutilized and often overlooked. Well known for its software products and training solutions, the videos takes customer service representatives through the well trodden paths of customer care, emphasizing the skills that they need to provide excellent customer service.
Mastery Technologies has entered into a partnership with Telephone Doctor, a brand name in the corporate training and development space, in an attempt to highlight the fact that a company's best assets, its customers, are being underutilized and often overlooked. Well known for its software products and training solutions, the videos takes customer service representatives through the well trodden paths of customer care, emphasizing the skills that they need to provide excellent customer service.
RCCSP Brings Call Center Training and Certification Class to Your Front Door
Our day-to-day lives are filled with conversations. As family members, partners, friends, colleagues and peers, we are expected to offer our thoughts and opinions on subjects presented and, in exchange, listen intently on what others have to say. The innate human ability to communicate may be second nature, but for contact center agents, it's a different story. Not only are these agents required to converse and listen, but they have to do so in order to meet set expectations, resolve conflict and contribute to the effectiveness of a brand. It's pretty safe to say that the ultimate success of a business may come down to how well these support professionals can recognize customers' needs and adapt strategies to meet those needs.
Our day-to-day lives are filled with conversations. As family members, partners, friends, colleagues and peers, we are expected to offer our thoughts and opinions on subjects presented and, in exchange, listen intently on what others have to say. The innate human ability to communicate may be second nature, but for contact center agents, it's a different story. Not only are these agents required to converse and listen, but they have to do so in order to meet set expectations, resolve conflict and contribute to the effectiveness of a brand. It's pretty safe to say that the ultimate success of a business may come down to how well these support professionals can recognize customers' needs and adapt strategies to meet those needs.
Call Center Training: How Call Center Jobs are Returning to the US
In the 1980s and 1990s, nearly 600,000 call center jobs left the U.S. and headed to the greener pastures and lower wages in countries like India and the Philippines. Today, however, the tide is turning with many of those call center positions returning to the United States. The turnaround is being touted as a win for our economy, for American workers and for American consumers. As captured in this ABC News report, it seemed to make financial sense to outsource call center jobs 10-20 years ago, but not today. For one thing, foreign call center agents often had to learn to speak English in order to communicate with customers, an interesting spin on call center training.
In the 1980s and 1990s, nearly 600,000 call center jobs left the U.S. and headed to the greener pastures and lower wages in countries like India and the Philippines. Today, however, the tide is turning with many of those call center positions returning to the United States. The turnaround is being touted as a win for our economy, for American workers and for American consumers. As captured in this ABC News report, it seemed to make financial sense to outsource call center jobs 10-20 years ago, but not today. For one thing, foreign call center agents often had to learn to speak English in order to communicate with customers, an interesting spin on call center training.
Silah Gulf Launches Call Center Training Academy
In an effort to provide training to contact center and retail staff, Silah Gulf, a multi-award winning business process outsourcing (BPO) and customer management provider, has officially launched Silah Academy. The institution is believed to provide the job seekers in Bahrain with a platform from which to embark upon a white collar career.
In an effort to provide training to contact center and retail staff, Silah Gulf, a multi-award winning business process outsourcing (BPO) and customer management provider, has officially launched Silah Academy. The institution is believed to provide the job seekers in Bahrain with a platform from which to embark upon a white collar career.
Call Center Training: Customer Service Reps Becoming Brand Connoisseurs
Next time you place a call into a company in search of assistance with a product or service, it's very likely you'll be receiving a tad more attention than usual.
Next time you place a call into a company in search of assistance with a product or service, it's very likely you'll be receiving a tad more attention than usual.
Zappos' Dedication to Customer Service
Zappos has always aimed to avoid call center customer service complaints. In order to accomplish this the online retailer has 500 employees in a call center in Las Vegas who endure seven weeks of training on customer service.
Zappos has always aimed to avoid call center customer service complaints. In order to accomplish this the online retailer has 500 employees in a call center in Las Vegas who endure seven weeks of training on customer service.
Call Center Training Designed to Improve Profitability While Keeping Customers Happy
The exciting world of the call center is not for the faint of heart, nor is it for the untrained rookie unable to handle multiple interaction channels, or happy customers who can turn into frustrated and demanding individuals in the blink of an eye. Fortunately, the Resource Center for Customer Service Professionals (RCCSP) offers the necessary call center training to keep everyone in your environment on their toes.
The exciting world of the call center is not for the faint of heart, nor is it for the untrained rookie unable to handle multiple interaction channels, or happy customers who can turn into frustrated and demanding individuals in the blink of an eye. Fortunately, the Resource Center for Customer Service Professionals (RCCSP) offers the necessary call center training to keep everyone in your environment on their toes.
Call Center Training Provides Insight on Developing Effective Questionnaires
The call center environment is a dynamic and demanding mix of changing call volumes, varied agent skill and rotating campaigns. To effectively manage all of these elements and deliver on customer expectations when it comes to service, leaders in this space benefit considerably from call center training.
The call center environment is a dynamic and demanding mix of changing call volumes, varied agent skill and rotating campaigns. To effectively manage all of these elements and deliver on customer expectations when it comes to service, leaders in this space benefit considerably from call center training.
Call Center Training Now Includes Certified Outsourcing Professional Option
In this new and more volatile economy, organizations seeking the ability to deliver an experience for the customer that is consistent with their brand are considering a move to call center outsourcing. The challenge here is these transitions can quickly turn to failure when relationships are not properly managed. Before the move is made, call center training is necessary to facilitate the nurturing of important relationships.
In this new and more volatile economy, organizations seeking the ability to deliver an experience for the customer that is consistent with their brand are considering a move to call center outsourcing. The challenge here is these transitions can quickly turn to failure when relationships are not properly managed. Before the move is made, call center training is necessary to facilitate the nurturing of important relationships.
RCCSP Promises Call Center Training Like No Other
Anyone can step into the average call center management environment and start delivering satisfying experiences for the customer, right? The dynamics within the call center environment suggest that without the right call center training, even the most talented of customer service managers can fall short of the quality service customers expect. Fortunately, RCCSP offers the training necessary to get managers up to speed on running a successful call center.
Anyone can step into the average call center management environment and start delivering satisfying experiences for the customer, right? The dynamics within the call center environment suggest that without the right call center training, even the most talented of customer service managers can fall short of the quality service customers expect. Fortunately, RCCSP offers the training necessary to get managers up to speed on running a successful call center.
RCCSP Offers Certification Call Center Training Course
The complexities of the modern call center environment demands a clear focus on call center training to keep key players at the top of their game. Call Center Manager Certification Training is available from RCCSP (The Resource Center for Customer Service Professionals) to equip call center managers with the call center training necessary to support optimal success.
The complexities of the modern call center environment demands a clear focus on call center training to keep key players at the top of their game. Call Center Manager Certification Training is available from RCCSP (The Resource Center for Customer Service Professionals) to equip call center managers with the call center training necessary to support optimal success.
Certification Essential for Quality Call Center Training
Selecting a fulfillment company can be a complicated task. Last week, TMCnet offered an in-depth look at the proper steps to follow when choosing a fulfillment company. One important area to expand on is certification. Call center training is an essential focus, but it's critical that you demand certification to ensure the company follows industry standards for best-in-class service delivery.
Selecting a fulfillment company can be a complicated task. Last week, TMCnet offered an in-depth look at the proper steps to follow when choosing a fulfillment company. One important area to expand on is certification. Call center training is an essential focus, but it's critical that you demand certification to ensure the company follows industry standards for best-in-class service delivery.
How to Choose a Fulfillment Company
If you're hunting for a fulfillment company, you may be confused by the array of choices. There are a number of companies that offer fulfillment services both in the U.S. and offshore. It's not much going with a cheap offshore provider if it's going to alienate your customers and lose your business. How much have you saved then? To help out, fulfillment company USA Fulfillment offers a comprehensive check list of the seven most important elements to consider when seeking fulfillment services.
If you're hunting for a fulfillment company, you may be confused by the array of choices. There are a number of companies that offer fulfillment services both in the U.S. and offshore. It's not much going with a cheap offshore provider if it's going to alienate your customers and lose your business. How much have you saved then? To help out, fulfillment company USA Fulfillment offers a comprehensive check list of the seven most important elements to consider when seeking fulfillment services.
DC Brands International CEO and President Gives Staff Training for Fat Fighter Infomercial
DC Brands International, a producer of functional beverages and health products, announced that its President and CEO Richard Pearce will be training and educating the call center staff. The training is expected to assist call center staff for handling the responses to the Fat Fighter infomercial and processing the incoming orders.
DC Brands International, a producer of functional beverages and health products, announced that its President and CEO Richard Pearce will be training and educating the call center staff. The training is expected to assist call center staff for handling the responses to the Fat Fighter infomercial and processing the incoming orders.
IVR Training Course Offer Call Centers a Path to Success
Interactive voice response systems are ubiquitous in the call center space. Even if you're only using one to greet customer or help direct their calls, IVRs save you time and money while simultaneously increasing the information that your agents have at their disposal. Well, they would in a perfect world at least; let's not forget the other side of the coin: those horror stories you here about disconnected calls, menus that go in circles, or unresponsive commands.
Interactive voice response systems are ubiquitous in the call center space. Even if you're only using one to greet customer or help direct their calls, IVRs save you time and money while simultaneously increasing the information that your agents have at their disposal. Well, they would in a perfect world at least; let's not forget the other side of the coin: those horror stories you here about disconnected calls, menus that go in circles, or unresponsive commands.
How Intimate are Your Customer Relationships?
Intimacy used in the context of the customer may not be a common thought process within your organization; but to drive business success today, you have to think with a new depth of customer insight. This insight requires customer-centric strategies and advanced analytic tools to produce the right level of intimacy to protect the customer base.
Intimacy used in the context of the customer may not be a common thought process within your organization; but to drive business success today, you have to think with a new depth of customer insight. This insight requires customer-centric strategies and advanced analytic tools to produce the right level of intimacy to protect the customer base.
Nicor National's Call Center Training Strategy A Winner : Earns JD Power & Associates "Outstanding Customer Experience" Award for Fifth Year in a Row
The telephone is very quickly becoming the black sheep in customer service. Once considered the most ideal channel for customer support, a recent study conducted by Econsultancy found that 48% of survey participants rated the telephone as the most frustrating customer service channel. Survey participants rated the telephone as being three times more frustrating than e-mail and eight times more frustrating than live chat.
The telephone is very quickly becoming the black sheep in customer service. Once considered the most ideal channel for customer support, a recent study conducted by Econsultancy found that 48% of survey participants rated the telephone as the most frustrating customer service channel. Survey participants rated the telephone as being three times more frustrating than e-mail and eight times more frustrating than live chat.
Top Two Call Center Attributes Revealed in Forrester Study for Avaya
When it comes to measuring call center service delivery, it's best to get feedback straight from the horse's mouth: the customers. The Global 2011 Consumer Preference Report, a new industry study conducted by Forrester on behalf of Avaya, reveals what consumers want from customer service centers in order to give them an "excellent" rating.
When it comes to measuring call center service delivery, it's best to get feedback straight from the horse's mouth: the customers. The Global 2011 Consumer Preference Report, a new industry study conducted by Forrester on behalf of Avaya, reveals what consumers want from customer service centers in order to give them an "excellent" rating.
Is Your Call Center's Balanced Scorecard Really Balanced?
Ask any call center manager what their main role in the call center is, and you will invariably get the same answer: performance management. To manage call center performance, managers typically rely on balanced scorecards. These scorecards tend to measure performance in two areas: efficiency and effectiveness. While these are clearly two critical elements of performance, are they the only ones? How "balanced" is your call center balanced scorecard?
Ask any call center manager what their main role in the call center is, and you will invariably get the same answer: performance management. To manage call center performance, managers typically rely on balanced scorecards. These scorecards tend to measure performance in two areas: efficiency and effectiveness. While these are clearly two critical elements of performance, are they the only ones? How "balanced" is your call center balanced scorecard?
RCCSP Champions Call Center Business Framework
In Lewis Carroll's "Alice in Wonderland" there's a delightful conversation between Alice and the Cheshire Cat. Alice, who was a bit perplexed as to where she wanted to go, asked the cat, "Would you tell me, please, which road I ought to walk from here?" The cat, with its characteristic grin, vexed Alice with his reply, "You're sure to get somewhere if you walk long enough..."
In Lewis Carroll's "Alice in Wonderland" there's a delightful conversation between Alice and the Cheshire Cat. Alice, who was a bit perplexed as to where she wanted to go, asked the cat, "Would you tell me, please, which road I ought to walk from here?" The cat, with its characteristic grin, vexed Alice with his reply, "You're sure to get somewhere if you walk long enough..."
Why Telecom Expense Management (TEM) Can Save your Business
Organizations that are under pressure to reduce expenses (and in today's economy, who isn't?) face an unique challenge: how to reduce costs without affecting efficiency and productivity. Which areas of the budget can be cut without sacrificing the quality of the products or services provided? Reducing labor costs is no longer the best option, especially considering that most organizations are already operating at minimum staffing levels. Where can managers turn to?
Organizations that are under pressure to reduce expenses (and in today's economy, who isn't?) face an unique challenge: how to reduce costs without affecting efficiency and productivity. Which areas of the budget can be cut without sacrificing the quality of the products or services provided? Reducing labor costs is no longer the best option, especially considering that most organizations are already operating at minimum staffing levels. Where can managers turn to?
RCCPS Gets Business Bureau Accreditation
The RCCSP Professional Education Alliance has met all BBB standards and is now an Accredited Business.
The RCCSP Professional Education Alliance has met all BBB standards and is now an Accredited Business.
RCCSP's Call Center Management Boot Camp Caters to Veterans and Greenhorns Alike
For call center managers a combination of technological fluency and managerial know-how are essential to survival in the high stress environments of customer service. The ability to juggle these tasks is not something that we intrinsically carry, and even after years of successful call center operation there are always means by which managers can boost their effectiveness.
For call center managers a combination of technological fluency and managerial know-how are essential to survival in the high stress environments of customer service. The ability to juggle these tasks is not something that we intrinsically carry, and even after years of successful call center operation there are always means by which managers can boost their effectiveness.
New Dates for RCCSP Call Center Training Course on Handling Difficult Callers
The RCCSP Professional Educational Alliance has released new upcoming dates in 2011for the vital - and timely - The Art of Managing Difficult Callers and Affecting Real-Time Customer Recovery course.
The RCCSP Professional Educational Alliance has released new upcoming dates in 2011for the vital - and timely - The Art of Managing Difficult Callers and Affecting Real-Time Customer Recovery course.
RCCSP Offers CRM, Six Sigma Contact Center Training Courses in Greenville S.C. July 25-28
In these challenging and social times in an era when products and service offerings are commoditized and price competitive, service via contact centers has become the key differentiator not just to retain buyers but to attract new ones. You may then need to boost your contact center training and/or that of your colleagues to create and/or widen your lead over those who are nipping at your heels.
In these challenging and social times in an era when products and service offerings are commoditized and price competitive, service via contact centers has become the key differentiator not just to retain buyers but to attract new ones. You may then need to boost your contact center training and/or that of your colleagues to create and/or widen your lead over those who are nipping at your heels.
Are You Ready To Train For Repatriated Contact Centers?
More contact center work appears to be leaving the offshore, driven back onshore. The forces are a combination of customers' issues with service quality and rising costs in those nations.
More contact center work appears to be leaving the offshore, driven back onshore. The forces are a combination of customers' issues with service quality and rising costs in those nations.
RCCSP Brings Contact Center Training to Chicago Area Aug.1-5
Frank Sinatra once crooned "This is my kind of town, Chicago is". And anyone who lives/has lived, visited extensively and done business there will attest to the city's proud, gritty, determined, rough-and-tumble culture evoked in Carl Sandburg's poem, Chicago. Chicago is focused and resilient, it is where the tough truly get going and it works and plays hard as witnessed by its legendary sports teams and it has grace as shown by its amazing architecture.
Frank Sinatra once crooned "This is my kind of town, Chicago is". And anyone who lives/has lived, visited extensively and done business there will attest to the city's proud, gritty, determined, rough-and-tumble culture evoked in Carl Sandburg's poem, Chicago. Chicago is focused and resilient, it is where the tough truly get going and it works and plays hard as witnessed by its legendary sports teams and it has grace as shown by its amazing architecture.
Contact Center Accent and Culture Training? Who Needs It?
For all contact center agents, onshore and offshore alike, the most important skills are listening, , reading, , speaking and writing clearly and conveying understanding, empathy and a sincere willingness to help in , communications, no matter the interactions. This is followed by the specific skills the particular work requires: be this customer service, support, sales and collections.
For all contact center agents, onshore and offshore alike, the most important skills are listening, , reading, , speaking and writing clearly and conveying understanding, empathy and a sincere willingness to help in , communications, no matter the interactions. This is followed by the specific skills the particular work requires: be this customer service, support, sales and collections.
More Reasons To Attend RCCSP's Call Center Training in Canada Next Week…
Want more reasons to attend and take way the latest in contact center management, supervision and operations techniques from RCCSP Professional Education Alliance's intensive four-day call center training and certification sessions in Toronto, Ontario Canada July 11-15?
Want more reasons to attend and take way the latest in contact center management, supervision and operations techniques from RCCSP Professional Education Alliance's intensive four-day call center training and certification sessions in Toronto, Ontario Canada July 11-15?
More Reasons to Attend RCCSP's Call Center Training in Canada Next Week…
Want more reasons to attend and take way the latest in contact center management, supervision and operations techniques from RCCSP Professional Education Alliance's intensive four-day call center training and certification sessions in Toronto, Ontario Canada July 11-15?
Want more reasons to attend and take way the latest in contact center management, supervision and operations techniques from RCCSP Professional Education Alliance's intensive four-day call center training and certification sessions in Toronto, Ontario Canada July 11-15?
Enabling Post-Call Survey Systems For Improved Contact Center Training
The key to customer retention, loyalty and especially in this social media age to attraction is listening to the voice of the customer or VOC both in the interactions but equally if arguably more importantly in post-call surveys (PCS). Information gathered from PCSes, combined with agent monitoring and QA analysis from recordings enable contact center supervisors to precisely train contact center agents to improve their handling of vital customer matters.
The key to customer retention, loyalty and especially in this social media age to attraction is listening to the voice of the customer or VOC both in the interactions but equally if arguably more importantly in post-call surveys (PCS). Information gathered from PCSes, combined with agent monitoring and QA analysis from recordings enable contact center supervisors to precisely train contact center agents to improve their handling of vital customer matters.
Contact Center Training: The Subject Matter Experts
One of the most potentially daunting contact center training challenges is in training non-contact center personnel on contact center skills. These are the subject matter experts (SMEs) such as accountants, engineers, healthcare professionals, logistics specialists, programmers and senior IT staff. They are now handling customer service and support inquiries through contacts transferred to them by first line agents, who see their presence via unified communications. They are also directly engaging with customers by responding to their social media posts and tweets.
One of the most potentially daunting contact center training challenges is in training non-contact center personnel on contact center skills. These are the subject matter experts (SMEs) such as accountants, engineers, healthcare professionals, logistics specialists, programmers and senior IT staff. They are now handling customer service and support inquiries through contacts transferred to them by first line agents, who see their presence via unified communications. They are also directly engaging with customers by responding to their social media posts and tweets.
Call Center Training, Recruiting Investments Up: Dimension Data Report
If your contact center has or is considering investing more resources into contact center training to successfully attract and keep staff you are not alone. A new report by Dimension Data reveals that more of your peers are doing just that.
If your contact center has or is considering investing more resources into contact center training to successfully attract and keep staff you are not alone. A new report by Dimension Data reveals that more of your peers are doing just that.
Call Center Training, Recruiting Investments Up: Dimension Data Report
If your contact center has or is considering investing more resources into contact center training to successfully attract and keep staff you are not alone. A new report by Dimension Data reveals that more of your peers are doing just that.
If your contact center has or is considering investing more resources into contact center training to successfully attract and keep staff you are not alone. A new report by Dimension Data reveals that more of your peers are doing just that.
RCCSP Offers Intensive Contact Center Training in Canada July 11-15
The Canadian contact center sector is doing reasonably well thanks to an economy that is more prosperous and stable than that of its U.S. neighbor thanks mainly to resources (chiefly oil) and offshore investment. Canadian banks especially have a well-earned reputation for multichannel customer service and the wireless sector is finally getting competitive. There is for example still a Sears catalog in Canada-the last such catalog in North America-complemented by contact centers, web self-service and retail; Sears in Canada is a different firm than that in the U.S. though credit cards from one can be used in the other.
The Canadian contact center sector is doing reasonably well thanks to an economy that is more prosperous and stable than that of its U.S. neighbor thanks mainly to resources (chiefly oil) and offshore investment. Canadian banks especially have a well-earned reputation for multichannel customer service and the wireless sector is finally getting competitive. There is for example still a Sears catalog in Canada-the last such catalog in North America-complemented by contact centers, web self-service and retail; Sears in Canada is a different firm than that in the U.S. though credit cards from one can be used in the other.
RCCSP Offers Intensive Contact Center Training in Canada July 11-15
The Canadian contact center sector is doing reasonably well thanks to an economy that is more prosperous and stable than that of its U.S. neighbor, owing mainly to resources (chiefly oil) and offshore investment. Canadian banks especially have a well-earned reputation for multichannel customer service and the wireless sector is finally getting competitive. There is, for example, still a Sears catalog in Canada - the last such catalog in North America - complemented by contact centers, web self-service and retail; Sears in Canada is a different firm than that in the U.S. though credit cards from one can be used in the other.
The Canadian contact center sector is doing reasonably well thanks to an economy that is more prosperous and stable than that of its U.S. neighbor, owing mainly to resources (chiefly oil) and offshore investment. Canadian banks especially have a well-earned reputation for multichannel customer service and the wireless sector is finally getting competitive. There is, for example, still a Sears catalog in Canada - the last such catalog in North America - complemented by contact centers, web self-service and retail; Sears in Canada is a different firm than that in the U.S. though credit cards from one can be used in the other.
Why Retail is the Best Contact Center Training Ground
I have had several discussions recently with both CRM industry professionals and individuals who have worked in both contact centers and in retail. And they agree that one of the best training grounds for any contact center agent or supervisor is in retail on-the-floor sales. So when recruiting and assessing applicants contact centers should consider fast-track those who have had success in that field.
I have had several discussions recently with both CRM industry professionals and individuals who have worked in both contact centers and in retail. And they agree that one of the best training grounds for any contact center agent or supervisor is in retail on-the-floor sales. So when recruiting and assessing applicants contact centers should consider fast-track those who have had success in that field.
Avaya Study Prompts Need for Contact Center IVR Training
The results of Avaya's just-released Contact Center Consumer Preference Study should prompt contact centers to step up training their staff on setting up and managing IVR systems.
The results of Avaya's just-released Contact Center Consumer Preference Study should prompt contact centers to step up training their staff on setting up and managing IVR systems.
IAOP and RCCSP Professional Education Alliance Enter Partnership Agreement
In a recent press release, International Association of Outsourcing Professionals (IAOP) and the RCCSP Professional Education Alliance announced that they have entered a partnership agreement. The move will help both the organizations to cater to the certification needs of domestic and global contact center outsourcing services buyers and providers.
In a recent press release, International Association of Outsourcing Professionals (IAOP) and the RCCSP Professional Education Alliance announced that they have entered a partnership agreement. The move will help both the organizations to cater to the certification needs of domestic and global contact center outsourcing services buyers and providers.
Bolstering Contact Center Training and Certification, RCCSP Adds IAOP's Certified Outsourcing Professional designation
Professional certifications are extremely valuable in service-driven environments such as contact centers, where having qualified professionals managing aspects of the customer support strategy is of utmost importance RCCSP Professional Education Alliance CEO Nina Kawalek points out. This is especially true in the global outsourcing market, a growing industry that is demanding more and more experienced and knowledgeable call center professionals.
Professional certifications are extremely valuable in service-driven environments such as contact centers, where having qualified professionals managing aspects of the customer support strategy is of utmost importance RCCSP Professional Education Alliance CEO Nina Kawalek points out. This is especially true in the global outsourcing market, a growing industry that is demanding more and more experienced and knowledgeable call center professionals.
RCCSP Call Center Training Course Enabling Hearing Voice of Customer
Accurately and rapidly obtaining actionable Voice of the Customer (VOC) information and insights is one of the most important tasks facing contact centers. Especially in today's economy it is customers who rule and their experiences not only impact their buying decisions but they can-and-are influencing those of others through social media.
Accurately and rapidly obtaining actionable Voice of the Customer (VOC) information and insights is one of the most important tasks facing contact centers. Especially in today's economy it is customers who rule and their experiences not only impact their buying decisions but they can-and-are influencing those of others through social media.
Call Center Training for Field Reps
Field service and support reps are de facto in-person contact center agents. They provide assistance, listening to customers' needs, asking them questions to find solutions while demonstrating empathy, patience and tolerance even when the customers are getting impatient and even rude. In the field, the customer service/support work is hands-on and in-their-face. And, in many ways, field work-and the skills and the training required-is more challenging than that for the reps' desktop-bound colleagues.
Field service and support reps are de facto in-person contact center agents. They provide assistance, listening to customers' needs, asking them questions to find solutions while demonstrating empathy, patience and tolerance even when the customers are getting impatient and even rude. In the field, the customer service/support work is hands-on and in-their-face. And, in many ways, field work-and the skills and the training required-is more challenging than that for the reps' desktop-bound colleagues.
Call Center Training to Manage Today's Difficult Callers
Ask anyone who works with the public: whether at the front desks, in restaurants, sales floors and yes in contact centers about customer attitudes and chances are adjectives such as "cranky, impatient, demanding and difficult" will be on their lips. There is anecdotal evidence suggesting that such behaviors are increasing. As one now-former retail salesperson (and contact center agent) told me: "their attitudes have become 'I bought something from you, now you owe me, you're at my beck-and-call.'"
Ask anyone who works with the public: whether at the front desks, in restaurants, sales floors and yes in contact centers about customer attitudes and chances are adjectives such as "cranky, impatient, demanding and difficult" will be on their lips. There is anecdotal evidence suggesting that such behaviors are increasing. As one now-former retail salesperson (and contact center agent) told me: "their attitudes have become 'I bought something from you, now you owe me, you're at my beck-and-call.'"
Come to Boston for RCCSP Call Center Training
There are many reasons to go to Boston, Massachusetts in June. It is the best time of year before the summer heat rolls in to visit the city's wealth of attractions, many steeped (including literally) in American history, to check out Quincy Market, the quaint streets of neighborhoods like Beacon Hill and yes catch a Red Sox game at Fenway Park.
There are many reasons to go to Boston, Massachusetts in June. It is the best time of year before the summer heat rolls in to visit the city's wealth of attractions, many steeped (including literally) in American history, to check out Quincy Market, the quaint streets of neighborhoods like Beacon Hill and yes catch a Red Sox game at Fenway Park.
New RCCSP Contact Center Strategy Course Helps Managers Achieve Goals
Leaders set the direction in contact centers. They know where their operations must go to, see the seas and feel the winds and the currents and can effectively command their crews to reach the distant shores.
Leaders set the direction in contact centers. They know where their operations must go to, see the seas and feel the winds and the currents and can effectively command their crews to reach the distant shores.
RCCSP Professional Education Alliance Offers Communications Training for Call Centers, Enterprises
Call center staff and those in other departments such as marketing and sales should know how to effectively communicate with others; after all these functions are about communications.
Call center staff and those in other departments such as marketing and sales should know how to effectively communicate with others; after all these functions are about communications.
RCCSP Offers Spring Virtual Call Center Supervision and Training Courses
Call center supervisors need excellent and continued training to keep their skills to form and learn new ones in this rapidly changing field where both high quality customer responsiveness and cost containment-including limiting staff churn--share equal billing.
Call center supervisors need excellent and continued training to keep their skills to form and learn new ones in this rapidly changing field where both high quality customer responsiveness and cost containment-including limiting staff churn--share equal billing.
RCCSP Professional Education Alliance on Call Center Training and Productivity
Call centers are about productivity: handling contacts effectively and efficiently and tracking and judging this performance through using a wide array of metrics. That requires call center training so that agents can meet and surpass these objectives.
Call centers are about productivity: handling contacts effectively and efficiently and tracking and judging this performance through using a wide array of metrics. That requires call center training so that agents can meet and surpass these objectives.
Call Center Training Needs Increase with U.S. Center Expansions
There has been a spate of recent call center expansions in the U.S. that will require exceptionally skilled well-trained contact center staff to provide high quality/high-touch service.
There has been a spate of recent call center expansions in the U.S. that will require exceptionally skilled well-trained contact center staff to provide high quality/high-touch service.
InVision Software, the Call Center School Partner on Call Center Training
It is one thing to buy a solution. It is another to use it. And there are reports of contact centers making minimal use or walking away from workforce management (WFM) tools.
It is one thing to buy a solution. It is another to use it. And there are reports of contact centers making minimal use or walking away from workforce management (WFM) tools.
Interactive Intelligence Offers Call Center Training Classes
One of the contact center training fundamentals is learning how to effectively use the tools provided. And these solutions' suppliers are readily to oblige by offering training both instructor-led and/or online eLearning. The payoffs for them are happier, more satisfied customers and with this recommendations and references from them that attract other clients and reduced support costs.
One of the contact center training fundamentals is learning how to effectively use the tools provided. And these solutions' suppliers are readily to oblige by offering training both instructor-led and/or online eLearning. The payoffs for them are happier, more satisfied customers and with this recommendations and references from them that attract other clients and reduced support costs.
RCCSP Call Center Training Events in Chicago, Houston, Atlanta, Boston
Missed getting on board the RCCSP Professional Education Alliance's one-stop-shopping comprehensive set of call center/contact center training and certification courses that are being offered in New York City this month?
Missed getting on board the RCCSP Professional Education Alliance's one-stop-shopping comprehensive set of call center/contact center training and certification courses that are being offered in New York City this month?
Just One Week Left to Enroll in RCCSP's New York City-Held Call Center Training Classes
The economy is slowly improving, generating higher contact volumes at the same time customers are rightfully demanding topnotch service when they reach organizations: service that is has to be efficiently provided. To meet and balance these needs requires trained and certified contact center staff.
The economy is slowly improving, generating higher contact volumes at the same time customers are rightfully demanding topnotch service when they reach organizations: service that is has to be efficiently provided. To meet and balance these needs requires trained and certified contact center staff.
Call Center Fundamentals Training Featured In RCCSP's NYC Contact Center Congress
New call/contact center professionals and executives who need to know about how contact centers operate will have an excellent opportunity to learn about that in the by taking the Fundamentals track at the RCCSP Professional Education Alliance's Contact Center Congress that is taking place March 28-April 1 2011 at the Sheraton LaGuardia in New York City.
New call/contact center professionals and executives who need to know about how contact centers operate will have an excellent opportunity to learn about that in the by taking the Fundamentals track at the RCCSP Professional Education Alliance's Contact Center Congress that is taking place March 28-April 1 2011 at the Sheraton LaGuardia in New York City.
New York, New Jersey to Host Call Center Training Extravaganza
The stage is set for an unprecedented event, never-before seen in the call center industry. RCCSP Professional Education Alliance is bringing its most comprehensive Contact Center Congress to New York and New Jersey, for a week-long training marathon that includes a total of 14 different intensive-learning call center certification and training courses.
The stage is set for an unprecedented event, never-before seen in the call center industry. RCCSP Professional Education Alliance is bringing its most comprehensive Contact Center Congress to New York and New Jersey, for a week-long training marathon that includes a total of 14 different intensive-learning call center certification and training courses.
Workforce Management Focus at RCCSP Professional Education Alliance's New York Call Center Training Event
The RCCSP Professional Education Alliance is sponsoring an intensive 14-course call center training and certification event in New York City March 28-April 2011 at the Sheraton LaGuardia.
The RCCSP Professional Education Alliance is sponsoring an intensive 14-course call center training and certification event in New York City March 28-April 2011 at the Sheraton LaGuardia.
Q&A on with RCCSP Professional Education Alliance on Training Home and Remote Call Center Agents
Arguably the next generation of call centers will less likely be housed in nondescript buildings in office parks or converted department stores and more likely in agents' homes. The reasons include cost saving, greater flexibility, business continuity and widened access to the best available and most loyal talent.
Arguably the next generation of call centers will less likely be housed in nondescript buildings in office parks or converted department stores and more likely in agents' homes. The reasons include cost saving, greater flexibility, business continuity and widened access to the best available and most loyal talent.
RCCSP's Call Center Training Rolls into the Big Apple March 28-April 1
New York City is the center this spring for one of the most comprehensive and intensive set of contact center training and certification courses being offered in 2011. The RCCSP Professional Education Alliance is holding 14 classes from March 28 through April 1 at the Sheraton LaGuardia. The subjects cover range from call center director training to workforce management.
New York City is the center this spring for one of the most comprehensive and intensive set of contact center training and certification courses being offered in 2011. The RCCSP Professional Education Alliance is holding 14 classes from March 28 through April 1 at the Sheraton LaGuardia. The subjects cover range from call center director training to workforce management.
IVR 'Nuisances' Affecting Apple's Customer Satisfaction
Apple has long been recognized for having a near fanatical customer base. The company has consistently high customer satisfaction ratings. Products like the iPod, iPhone, and the iPad are famous for their high quality and user-friendliness. However, there's another "i" that's giving the Apple faithful a lot of headaches: the IVR.
Apple has long been recognized for having a near fanatical customer base. The company has consistently high customer satisfaction ratings. Products like the iPod, iPhone, and the iPad are famous for their high quality and user-friendliness. However, there's another "i" that's giving the Apple faithful a lot of headaches: the IVR.
Walking the Tight-Rope: The Art and Science of Balancing Call Volumes and Staffing
The greatest cost of operating a call center is the cost of employee compensation. Careful management of human resource utilization - how and when the call center uses its agents - can have the most dramatic effect on the call center's bottom line. At the same time, agent availability can significantly impact service level and customer satisfaction. So what can a call center do to balance costs and customer satisfaction?
The greatest cost of operating a call center is the cost of employee compensation. Careful management of human resource utilization - how and when the call center uses its agents - can have the most dramatic effect on the call center's bottom line. At the same time, agent availability can significantly impact service level and customer satisfaction. So what can a call center do to balance costs and customer satisfaction?
RCCSP Offers Call Center Training on Service Engineering Techniques
The saying "if you cannot measure it you cannot act on it" literally rings true in call centers. Every facet they touch, from call volume to call center training has become quantifiable and actionable.
The saying "if you cannot measure it you cannot act on it" literally rings true in call centers. Every facet they touch, from call volume to call center training has become quantifiable and actionable.
Explaining the Numbers: Going Beyond Call Center Metrics
Today's call center technologies provide managers with access to more data than ever before. With so many alternatives to measuring performance, how can you make sure you are tracking the right metrics?
Today's call center technologies provide managers with access to more data than ever before. With so many alternatives to measuring performance, how can you make sure you are tracking the right metrics?
Specialized Industries Turn to RCCSP's Call Center Manager Certification for Edge
Arie de Geus, former head of Shell's strategic planning group, once said that "the ability to learn faster than your competitors may be the only sustainable competitive advantage." While product innovations continue being an important factor in a company's competitiveness strategy, most agree that comprehensive training and career development can cultivate the highly-skilled workforce needed to keep a competitive edge.
Arie de Geus, former head of Shell's strategic planning group, once said that "the ability to learn faster than your competitors may be the only sustainable competitive advantage." While product innovations continue being an important factor in a company's competitiveness strategy, most agree that comprehensive training and career development can cultivate the highly-skilled workforce needed to keep a competitive edge.
Virtual Hold Technology Helps Government Contact Centers Cut Costs
The poor economy has created some unique challenges for government contact centers. Increases in citizen demands have forced public sector contact centers to adopt customer service improvement projects that meet strict standards for ROI and that lead to a more effective service delivery. One technology in particular, virtual queuing, is proving to be the ideal solution for many state-run contact centers.
The poor economy has created some unique challenges for government contact centers. Increases in citizen demands have forced public sector contact centers to adopt customer service improvement projects that meet strict standards for ROI and that lead to a more effective service delivery. One technology in particular, virtual queuing, is proving to be the ideal solution for many state-run contact centers.
Texan Call Center Managers to Get Training Spurs at RCCSP's Call Center Management Boot Camp
Texans pride themselves on putting their boots on to put in a hard day of work, including at the state's many contact centers. A strong work ethic, a very supportive business and political climate, a large Hispanic population and excellent transportation as well as superb voice/data connectivity have long made the state a favorite locale for these facilities.
Texans pride themselves on putting their boots on to put in a hard day of work, including at the state's many contact centers. A strong work ethic, a very supportive business and political climate, a large Hispanic population and excellent transportation as well as superb voice/data connectivity have long made the state a favorite locale for these facilities.
RCCSP Debuts Call Center Manager Certification Boot Camp Training Program
The Resource Center for Customer Service Professionals' (RCCSP) Professional Education Alliance announced the launch of its five-day Call Center Manager Certification Boot Camp training program in Texas. Being a progressive and recognized accreditation and certification organization, RCCSP maintains and coordinates a portfolio of certification credentials available to call center professionals.
The Resource Center for Customer Service Professionals' (RCCSP) Professional Education Alliance announced the launch of its five-day Call Center Manager Certification Boot Camp training program in Texas. Being a progressive and recognized accreditation and certification organization, RCCSP maintains and coordinates a portfolio of certification credentials available to call center professionals.
Austin, Texas Hosts RCCSP Contact Center Training and Certification Courses
Texas is big on contact centers, thanks to an available high-quality labor force including those with bilingual (English/Spanish) and technical skills that have a strong work ethic coupled with a business-friendly political climate.
Texas is big on contact centers, thanks to an available high-quality labor force including those with bilingual (English/Spanish) and technical skills that have a strong work ethic coupled with a business-friendly political climate.
Explaining the Numbers: Going Beyond Call Center Metrics
Today's call center technologies provide managers with access to more data than ever before. With so many alternatives to measuring performance, how can you make sure you are tracking the right metrics?
Today's call center technologies provide managers with access to more data than ever before. With so many alternatives to measuring performance, how can you make sure you are tracking the right metrics?
Going Global: RCCSP Extends Benefits to Contact Center World Members
In today's globalized economy, education is the foundation of progress. For contact center professionals, having access to the most relevant industry certifications and continuing education programs is crucial for success. Providing timely access to this information to contact center professionals around the world is precisely what RCCSP and Contact Center World have set out to do.
In today's globalized economy, education is the foundation of progress. For contact center professionals, having access to the most relevant industry certifications and continuing education programs is crucial for success. Providing timely access to this information to contact center professionals around the world is precisely what RCCSP and Contact Center World have set out to do.
RCCSP Professional Education Alliance Call Center Training Civilizes the IVR 'Ogre'
In my Logout editorial column for the August 2010 issue of Customer Interaction Solutions I wrote about the need to make the IVR (including speech rec) "ogre" customer-friendly so that they will use these cost-saving and potentially customer-service-enhancing inbound and outbound tools rather than zeroing out to live agents.
In my Logout editorial column for the August 2010 issue of Customer Interaction Solutions I wrote about the need to make the IVR (including speech rec) "ogre" customer-friendly so that they will use these cost-saving and potentially customer-service-enhancing inbound and outbound tools rather than zeroing out to live agents.
Austin Call Center Industry Welcomes RCCSP Certification Courses
How can I jump-start my call center's improvement initiatives? Are there scientific techniques that can improve my call center's performance immediately? What can we do now to run a more effective call center operation? How can I maximize training time and minimize training and travel budgets?
How can I jump-start my call center's improvement initiatives? Are there scientific techniques that can improve my call center's performance immediately? What can we do now to run a more effective call center operation? How can I maximize training time and minimize training and travel budgets?
IVRs Walk the Talk: RCCSP Professional Education Alliance Offers Updated, Expanded Classes
IVRs are often considered the "black sheep" of call center technology. They have a bad reputation. They can be a customer's worst nightmare. All because of those six ill-fated dreaded little words: "that-is-not-a-valid-option."
IVRs are often considered the "black sheep" of call center technology. They have a bad reputation. They can be a customer's worst nightmare. All because of those six ill-fated dreaded little words: "that-is-not-a-valid-option."
RCCSP Intros Home/Remote Call Center Training Courses
Home is arguably where the contact centers should be. As studies have shown and organizations have experienced, there are significant cost savings and productivity gains by shifting agents out of commercial spaces to home spaces: $7,000-plus per staffer/year for U.S. federal government employees alone reports the Telework Research Network.
Home is arguably where the contact centers should be. As studies have shown and organizations have experienced, there are significant cost savings and productivity gains by shifting agents out of commercial spaces to home spaces: $7,000-plus per staffer/year for U.S. federal government employees alone reports the Telework Research Network.
RCCSP-Certified, Trained Call Center Professionals to Get IQPC Event Discounts
There are many well-deserved benefits of being a trained and certified contact center professional via the RCCSP Professional Education Alliance. One of these is the opportunity to learn more about providing service in, training staff for, supervising and managing contact centers via attending IQPC's Sixth Annual Call Center Week Summit in Orlando, Fla. Jan. 24-27 2011.
There are many well-deserved benefits of being a trained and certified contact center professional via the RCCSP Professional Education Alliance. One of these is the opportunity to learn more about providing service in, training staff for, supervising and managing contact centers via attending IQPC's Sixth Annual Call Center Week Summit in Orlando, Fla. Jan. 24-27 2011.
IVR Improvements Increase Government Call Center Satisfaction Ratings
According to a recent study, satisfaction with government agency-run call centers increased over the past year due to significantly improved IVR design practices.
According to a recent study, satisfaction with government agency-run call centers increased over the past year due to significantly improved IVR design practices.
Call Center Certification Provider ITSM Academy Celebrates Sixth Year with RCCSP
ITIL certification training provider ITSM Academy announced it is celebrating 6th year as a member of the RCCSP Professional Education Alliance.
ITIL certification training provider ITSM Academy announced it is celebrating 6th year as a member of the RCCSP Professional Education Alliance.
Texan Call Center Managers to Get Training Spurs at RCCSP's Call Center Management Boot Camp
Texans pride themselves on putting their boots on to put in a hard day of work, including at the state's many contact centers. A strong work ethic, a very supportive business and political climate, a large Hispanic population and excellent transportation as well as superb voice/data connectivity have long made the state a favorite locale for these facilities.
Texans pride themselves on putting their boots on to put in a hard day of work, including at the state's many contact centers. A strong work ethic, a very supportive business and political climate, a large Hispanic population and excellent transportation as well as superb voice/data connectivity have long made the state a favorite locale for these facilities.
ePath Learning ASAP a Timely 2010 Customer Interaction Solutions Product of the Year
A proven, rugged, flexible and timely contact center learning and training solution has made the recipients' list for the recently announced 2010 Customer Interaction Solutions' magazine's 2010 Product of the Year Awards.
A proven, rugged, flexible and timely contact center learning and training solution has made the recipients' list for the recently announced 2010 Customer Interaction Solutions' magazine's 2010 Product of the Year Awards.
Reduced Training Costs in Contivio, SugarCRM Partnership
It takes scarce resources to train contact center agents: time and money that is continually being expended what with high turnover even in a tough economy. Therefore it pays to source solutions that require less training to bring agents up to speed, which generates the ROI from that purchase or contract much faster as well as permitting ready monitoring and coaching.
It takes scarce resources to train contact center agents: time and money that is continually being expended what with high turnover even in a tough economy. Therefore it pays to source solutions that require less training to bring agents up to speed, which generates the ROI from that purchase or contract much faster as well as permitting ready monitoring and coaching.
TMC, RCCSP Launch Call Center Training, Certification and Career Development Portal
RCCSP, the call center industry's accreditation, examination and certification organization, and Technology Marketing Corporation (TMC), the world's leading business to business and integrated marketing media company, have announced the launch of an information portal for contact center management training and career development.
RCCSP, the call center industry's accreditation, examination and certification organization, and Technology Marketing Corporation (TMC), the world's leading business to business and integrated marketing media company, have announced the launch of an information portal for contact center management training and career development.
RCCSP on Quality Monitoring, Quality Management and Training
QM, which stands for quality monitoring and/or quality management, is no longer just about monitoring calls to ensure regulations compliance and to keep agents on their toes by letting them and their customers know that they are being observed. It is increasingly about enabling and ensuring customer-attracting performance. That requires stepped up training of both agents and supervisors.
QM, which stands for quality monitoring and/or quality management, is no longer just about monitoring calls to ensure regulations compliance and to keep agents on their toes by letting them and their customers know that they are being observed. It is increasingly about enabling and ensuring customer-attracting performance. That requires stepped up training of both agents and supervisors.
IQPC, RCCSP Professional Education Alliance Partner
RCCSP Professional Education Alliance, which provides accreditation, examination and certification services for the call/contact center industry, has signed a long-term partnership with IQPC, which organizes conferences and trade shows. The collaboration will allow industry professionals to network with certified specialists and key industry leaders at IQPC call/contact center events.
RCCSP Professional Education Alliance, which provides accreditation, examination and certification services for the call/contact center industry, has signed a long-term partnership with IQPC, which organizes conferences and trade shows. The collaboration will allow industry professionals to network with certified specialists and key industry leaders at IQPC call/contact center events.
Manager Certification Growing in Government Contact Centers: RCCSP Professional Education Alliance
Government (federal, state/provincial, local and agency) contact centers are a special breed. They face tremendous pressure to provide an accurate and timely service delivery to the public, within rigid budgets, and despite customer needs that frequently change. The array of services provided can be overwhelming. Motivating staff is also challenging. So, how do you increase overall team performance, deliver high-quality service and retain a happy, productive workforce in the most cost-effective manner?
Government (federal, state/provincial, local and agency) contact centers are a special breed. They face tremendous pressure to provide an accurate and timely service delivery to the public, within rigid budgets, and despite customer needs that frequently change. The array of services provided can be overwhelming. Motivating staff is also challenging. So, how do you increase overall team performance, deliver high-quality service and retain a happy, productive workforce in the most cost-effective manner?
RCCSP Now Offers Field Service Professional Training, Certification
Field service IT staff: engineers and techs do the sometimes literally heavy lifting when it comes to product installation, troubleshooting and fixing. That can and often includes venturing into customers' spaces that would make for a great episode-complete with dust, debris, creepy crawlies and scurrying mammals-for Mike Rowe's Dirty Jobs on Discovery Channel.
Field service IT staff: engineers and techs do the sometimes literally heavy lifting when it comes to product installation, troubleshooting and fixing. That can and often includes venturing into customers' spaces that would make for a great episode-complete with dust, debris, creepy crawlies and scurrying mammals-for Mike Rowe's Dirty Jobs on Discovery Channel.
Schedule Out for RCCSP's Leading Call Center Management Training and Certification Course
The RCCSP Professional Education Alliance's Call Center Manager Certification Training program is reportedly one of the most popular such courses in the industry and for good reason. Over a three-day period attendees will learn the art and the science of call/contact center management and hone their tactical everyday skills. Those who come out of it are ready to jump-start their centers' improvement initiatives.
The RCCSP Professional Education Alliance's Call Center Manager Certification Training program is reportedly one of the most popular such courses in the industry and for good reason. Over a three-day period attendees will learn the art and the science of call/contact center management and hone their tactical everyday skills. Those who come out of it are ready to jump-start their centers' improvement initiatives.
Training Begins With the Supervisors: RCCSP Professional Education Alliance Offers Updated, Expanded Course
Supervisors are the NCOs of contact centers; they deliver the orders and objectives to the front lines, make the tactical decisions and monitor, coach and train the agents, and in external and internal help desks the support reps, to help them succeed.
Supervisors are the NCOs of contact centers; they deliver the orders and objectives to the front lines, make the tactical decisions and monitor, coach and train the agents, and in external and internal help desks the support reps, to help them succeed.
Can't Travel for Training? Educational Alliance Brings it Closer to You
Every contact center professional needs training: whether it's for an introduction, new methods, skills and technology, certifications, or a review session. However, in this economic environment, travel to seminars is expensive, and these budgets are usually the first to be trimmed when sales and profits turn downward.
Every contact center professional needs training: whether it's for an introduction, new methods, skills and technology, certifications, or a review session. However, in this economic environment, travel to seminars is expensive, and these budgets are usually the first to be trimmed when sales and profits turn downward.
Real Estate Industry Served by MacroSolve's ReForm XT Through Elite Sign Delivery
Elite Sign Delivery has selected MacroSolve's patent-pending ReForm XT. Real estate sign installation and removal business will be automated with ReForm XT for Elite. Housing market will therefore experience the efficiencies of mobility through ReForm XT. An announcement in this regard has been made by the top provider of mobile business solutions, MacroSolve, Inc.
Elite Sign Delivery has selected MacroSolve's patent-pending ReForm XT. Real estate sign installation and removal business will be automated with ReForm XT for Elite. Housing market will therefore experience the efficiencies of mobility through ReForm XT. An announcement in this regard has been made by the top provider of mobile business solutions, MacroSolve, Inc.
IVR is Hot: Get Cooking with a Fresh Training Course
IVR is a hot solution in more ways than one. Implemented and managed right these tools can save cost-stressed organizations serious money while boosting customer satisfaction, retention and (hopefully) revenues. IVR suppliers have in response been making their wares easier to deploy, change and use.
IVR is a hot solution in more ways than one. Implemented and managed right these tools can save cost-stressed organizations serious money while boosting customer satisfaction, retention and (hopefully) revenues. IVR suppliers have in response been making their wares easier to deploy, change and use.
iQor Soon Hiring for New Call Center in Tempe
Call center outsourcer iQor Inc. will soon be hiring agents for its new state-of-the-art, 50,000 square-foot call center in Tempe. Ariz. The new call center reportedly has capacity for more than 1,200 employees.
Call center outsourcer iQor Inc. will soon be hiring agents for its new state-of-the-art, 50,000 square-foot call center in Tempe. Ariz. The new call center reportedly has capacity for more than 1,200 employees.
RCCSP Certification Welcomed by Canada's Call Center Industry
Canada's call center industry has changed but it continues to thrive. The strong Canadian dollar relative to the U.S. currency has led to many American customer-serving programs and centers being pulled back across the border, but this volume is being replaced by those generated by domestic programs and centers.
Canada's call center industry has changed but it continues to thrive. The strong Canadian dollar relative to the U.S. currency has led to many American customer-serving programs and centers being pulled back across the border, but this volume is being replaced by those generated by domestic programs and centers.
RCCSP Now Offers Training, Certification for Call Center Directors
You are an experienced call/contact center director. You started as an agent and worked your way up to become team leader, supervisor and manager. And you don't think you need training or can benefit from certification.
You are an experienced call/contact center director. You started as an agent and worked your way up to become team leader, supervisor and manager. And you don't think you need training or can benefit from certification.
Sound Off! For RCCSP's Workforce Management Certification Boot Camp
In today's still struggling economy and in better times alike it pays to closely and effectively a contact center's most valuable (if costly and sometimes problematic) asset: its agents and supervisors.
In today's still struggling economy and in better times alike it pays to closely and effectively a contact center's most valuable (if costly and sometimes problematic) asset: its agents and supervisors.
RCCSP Now Offers IVR/Speech Recognition Designing Training
Automated voice both DTMF (a.k.a. touch-tone) IVR and speech recognition systems are hot and for good reasons: improving technology, a widening array of user-friendly applications especially in mobile and the need to control costs.
Automated voice both DTMF (a.k.a. touch-tone) IVR and speech recognition systems are hot and for good reasons: improving technology, a widening array of user-friendly applications especially in mobile and the need to control costs.
Doing More with Less in the Contact Center
As 2010 began, everyone hoped that the challenges of the past few years, largely driven by the economic downturn, were behind us. The reality is that the theme of "doing more with less" is still present today. Over the past few years, many centers lost a large portion of their talent pool to cost cutting. At the same time, budgets are not back to previous levels.
As 2010 began, everyone hoped that the challenges of the past few years, largely driven by the economic downturn, were behind us. The reality is that the theme of "doing more with less" is still present today. Over the past few years, many centers lost a large portion of their talent pool to cost cutting. At the same time, budgets are not back to previous levels.
Ulysses Learning Helps Pharmacy Benefit Company Greatly Improve Customer Satisfaction Scores
Ulysses Learning, a global learning and performance improvement company, is pleased to announce Prime Therapeutics' highly improved customer satisfaction scores.
Ulysses Learning, a global learning and performance improvement company, is pleased to announce Prime Therapeutics' highly improved customer satisfaction scores.
Ulysses Learning Proud to Support its Partners Giving Back to the Community
Join Ulysses Learning's partner, the Executive Learning Exchange, on Tuesday, May 18, at the University Club of Chicago to help raise funding to purchase 50 netbooks for Children's Memorial Hospital in Chicago.
Join Ulysses Learning's partner, the Executive Learning Exchange, on Tuesday, May 18, at the University Club of Chicago to help raise funding to purchase 50 netbooks for Children's Memorial Hospital in Chicago.
RCCSP Call Center Manager Certification Participation Reaches New Heights
A reviving economy means a growing contact center sector. That means having well-trained topnotch managers who can have their teams and agents meet and exceed organizations' customer service, retention, lead generation, sales, collections and staff performance goals as interaction volume increases. At the same time these professionals must be adept at keeping costs, such as through long and repeated calls and agent attrition down.
A reviving economy means a growing contact center sector. That means having well-trained topnotch managers who can have their teams and agents meet and exceed organizations' customer service, retention, lead generation, sales, collections and staff performance goals as interaction volume increases. At the same time these professionals must be adept at keeping costs, such as through long and repeated calls and agent attrition down.
Ulysses Learning Led a Highly Successful Networking Discussion for Executive Learning Exchange
Ulysses Learning, a global learning and performance improvement company, further cemented its reputation as an industry thought leader by helping facilitate a peer-networking discussion held by Executive Learning Exchange on March 24, 2010. Dina Vance, Ulysses Learning Senior Vice President, lead the session in conjunction with Fran Horner, Senior Director of Patient Access at NorthShore University HealthSystem.
Ulysses Learning, a global learning and performance improvement company, further cemented its reputation as an industry thought leader by helping facilitate a peer-networking discussion held by Executive Learning Exchange on March 24, 2010. Dina Vance, Ulysses Learning Senior Vice President, lead the session in conjunction with Fran Horner, Senior Director of Patient Access at NorthShore University HealthSystem.
Ulysses Learning to Co-Lead Peer-Networking Discussion for Executive Learning Exchange
Session Centers on the Changing Workforce and the Impact of Social Media in the Contact Center
Session Centers on the Changing Workforce and the Impact of Social Media in the Contact Center
Ulysses Learning to Co-Lead Book Discussion with Executive Learning Exchange on March 24
Ulysses Learning, a global learning and performance improvement company, continues its role as industry thought leader by co-hosting a book discussion held by Executive Learning Exchange. Dina Vance, Ulysses Learning Senior Vice President, will lead the book discussion in conjunction with Fran Horner, Senior Director of Patient Access at NorthShore University HealthSystem.
Ulysses Learning, a global learning and performance improvement company, continues its role as industry thought leader by co-hosting a book discussion held by Executive Learning Exchange. Dina Vance, Ulysses Learning Senior Vice President, will lead the book discussion in conjunction with Fran Horner, Senior Director of Patient Access at NorthShore University HealthSystem.
RCCSP Alliance Launches New 'Do More With Less' Training Programs
Never has the need to have contact center agents and supervisors that are well-trained more critical yet rarely have budgets been so tight as today and going forward into the next decade.
Never has the need to have contact center agents and supervisors that are well-trained more critical yet rarely have budgets been so tight as today and going forward into the next decade.
Ulysses Learning Teams Up with Merced Systems to Deliver Highly Successful Joint Webinar
Ulysses Learning, a global learning and performance improvement company, continued its role as industry visionary by delivering a highly successful webinar with its solutions partner, Merced Systems.
Ulysses Learning, a global learning and performance improvement company, continued its role as industry visionary by delivering a highly successful webinar with its solutions partner, Merced Systems.
Transform Your Contact Center by Deploying the Right Coaching Strategy and Tools
Companies everywhere are cutting back staffing in their contact centers, due to the recession, which means contact center leaders are being tasked to "do more with less." At the same time, these leaders are accountable for developing and improving the performance of their frontline agents.
Companies everywhere are cutting back staffing in their contact centers, due to the recession, which means contact center leaders are being tasked to "do more with less." At the same time, these leaders are accountable for developing and improving the performance of their frontline agents.
Join Ulysses Learning for a Joint Webinar with Company Partner Merced Systems
In this Webinar, you will get the answers you need to improve your organization's customer service. Ulysses Learning has partnered with Merced Systems to develop an end-to-end solution to empower mid-level managers and coaches with performance process tools. These tools will enable managers to meet their overall performance goals amidst continued belt tightening.
In this Webinar, you will get the answers you need to improve your organization's customer service. Ulysses Learning has partnered with Merced Systems to develop an end-to-end solution to empower mid-level managers and coaches with performance process tools. These tools will enable managers to meet their overall performance goals amidst continued belt tightening.
RCCSP Announces 2010 Project Management Fundamentals Training Schedule
To help team leaders and managers undertaking critical tasks for their organizations succeed, the RCCSP Professional Education Alliance is offering a Project Management Fundamentals training course and has released the first quarter 2010 schedule for it. This updated version of Project Management Essentials, the 2006 PMI Product of the Year award winner, is a RCCSP-recommended lead-in to the Certified Project Management Professional certification course, which is another RCCSP Alliance offering.
To help team leaders and managers undertaking critical tasks for their organizations succeed, the RCCSP Professional Education Alliance is offering a Project Management Fundamentals training course and has released the first quarter 2010 schedule for it. This updated version of Project Management Essentials, the 2006 PMI Product of the Year award winner, is a RCCSP-recommended lead-in to the Certified Project Management Professional certification course, which is another RCCSP Alliance offering.
Improving Performance at Harris Bank
At organizations of all sizes, there has been a renewed focus on building a customer-focused culture. However, doing so requires changing the way the company does business at all levels, from the front-line to upper management. And to be effective, there has to be employee buy-in, otherwise, it's just empty platitudes.
At organizations of all sizes, there has been a renewed focus on building a customer-focused culture. However, doing so requires changing the way the company does business at all levels, from the front-line to upper management. And to be effective, there has to be employee buy-in, otherwise, it's just empty platitudes.
Accessible Field Service Professional Training Course, a Response to Growing Demand
The New Year is when the budget taps open slightly, more so now that there are signs that the economy is turning around, releasing more funds for hardware and software. This is also when consumers and small-office/home-office professionals begin to go live with the computer and video gear they bought over the holidays.
The New Year is when the budget taps open slightly, more so now that there are signs that the economy is turning around, releasing more funds for hardware and software. This is also when consumers and small-office/home-office professionals begin to go live with the computer and video gear they bought over the holidays.
RCCSP Sets 2010 Intro to Contact Centers/ Foundations Classes
Contact centers are key to maintaining and managing to grow business in a slow economy by their focus on customer-retaining service and support and on agents' ability to cross-sell/upsell at the right time. The more familiar enterprises and their managers are with contact centers and what they do, and can do more, the better equipped they will be to maximize the utility of these functions to drive costs out and business and profits in.
Contact centers are key to maintaining and managing to grow business in a slow economy by their focus on customer-retaining service and support and on agents' ability to cross-sell/upsell at the right time. The more familiar enterprises and their managers are with contact centers and what they do, and can do more, the better equipped they will be to maximize the utility of these functions to drive costs out and business and profits in.
Ulysses Learning Leads Session at the 2009 Annual Chicagoland Learning Leaders Conference
Ulysses Learning, a global learning and performance improvement company, maintained its role of being an industry thought leader by moderating a highly successful panel session at the Executive Learning Exchange's 2009 Annual Chicago Learning Leaders Conference on October 30, 2009.
Ulysses Learning, a global learning and performance improvement company, maintained its role of being an industry thought leader by moderating a highly successful panel session at the Executive Learning Exchange's 2009 Annual Chicago Learning Leaders Conference on October 30, 2009.
RCCSP Training Improves Texas City's Utility's Service, Satisfaction, Bottom Line
Contact center training and certification can generate significant bottom-line benefits that even in challenging times such as these. It can also assist organizations that already have a longstanding reputation for excellent service.
Contact center training and certification can generate significant bottom-line benefits that even in challenging times such as these. It can also assist organizations that already have a longstanding reputation for excellent service.
Focus on Why Agents Stay at Jobs to Cut Turnover: RCCSP
Nina Kawalek, CEO, RCCSP Professional Education Alliance, points out that there is a direct correlation between employee satisfaction and customer satisfaction, both positively and negatively. Research such as the SQM study for Manpower is just one of many that make this point pretty clear. That paper, published in 2005 demonstrated that contact centers that have high employee satisfaction also have high customer satisfaction and contact centers with low employee satisfaction also have low customer satisfaction.
Nina Kawalek, CEO, RCCSP Professional Education Alliance, points out that there is a direct correlation between employee satisfaction and customer satisfaction, both positively and negatively. Research such as the SQM study for Manpower is just one of many that make this point pretty clear. That paper, published in 2005 demonstrated that contact centers that have high employee satisfaction also have high customer satisfaction and contact centers with low employee satisfaction also have low customer satisfaction.
Call Center Certification: Get Your Six Sigma Black Belt with RCCSP
Thanks to the Resource Center for Customer Service Professionals (RCCSP), you can implement Six Sigma in your contact center by completing four Service Quality and Engineering training courses to earn your Call Center Six Sigma Black Belt credentials by the end of 2009. RCCSP has made it easy for busy managers and executives with a combination of back-to-back, online, and classroom training. This Fast Track enrolls you into four training courses at a cost savings, and allows you to accelerate the pace of your learning experience by attending two courses back-to-back in the same five -day week.
Thanks to the Resource Center for Customer Service Professionals (RCCSP), you can implement Six Sigma in your contact center by completing four Service Quality and Engineering training courses to earn your Call Center Six Sigma Black Belt credentials by the end of 2009. RCCSP has made it easy for busy managers and executives with a combination of back-to-back, online, and classroom training. This Fast Track enrolls you into four training courses at a cost savings, and allows you to accelerate the pace of your learning experience by attending two courses back-to-back in the same five -day week.
RCCSP Alliance Expands with Addition of COPC Global Best Practices Training
The Resource Center for Customer Service Professionals (RCCSP) has expanded its next generation contact center training curriculum with the addition of COPC's Global Best Practices Training for Customer Service Providers (CSP). The four-and-a-half day course takes place Sept. 28 to Oct. 2, 2009, at the Hartland Plaza Center in Austin, Texas. The program registration fee is $3,795. Attendees can earn the prestigious COPC CSP Registered Coordinator status.
The Resource Center for Customer Service Professionals (RCCSP) has expanded its next generation contact center training curriculum with the addition of COPC's Global Best Practices Training for Customer Service Providers (CSP). The four-and-a-half day course takes place Sept. 28 to Oct. 2, 2009, at the Hartland Plaza Center in Austin, Texas. The program registration fee is $3,795. Attendees can earn the prestigious COPC CSP Registered Coordinator status.
New- and Non-Contact Center Managers Can Learn the Business, 'Talk the Talk,' Fast
Contact centers have been a world unto themselves, a corner to themselves, and often located in communities far removed from regional offices and corporate headquarters, treated as expense drains rather than as revenue producers.
Contact centers have been a world unto themselves, a corner to themselves, and often located in communities far removed from regional offices and corporate headquarters, treated as expense drains rather than as revenue producers.
The Impact of Training on Turnover
Agent turnover has always been, and continues to be, a chronically costly problem for call centers, a problem to be tolerated rather than solved.
Agent turnover has always been, and continues to be, a chronically costly problem for call centers, a problem to be tolerated rather than solved.
Virtual Courses, Smaller, Less Frequent Higher Quality Training Key Trends: RCCSP
Nina Kawalek is principal of The Resource Center for Customer Service Professionals (RCCSP), a contact center training organization with courses and programs in the United States, Canada, and Caribbean/Latin America. We approached her, recently, to identify and discuss key training trends and what is driving them.
Nina Kawalek is principal of The Resource Center for Customer Service Professionals (RCCSP), a contact center training organization with courses and programs in the United States, Canada, and Caribbean/Latin America. We approached her, recently, to identify and discuss key training trends and what is driving them.
Dominican Republic Offers Significant Call Center Opportunity
Growth within the contact center industry is always a good thing, even if this growth is in the international market and not necessarily here in the U.S. From 2006 to 2010, the global industry has frown from $52 billion to a $76 billion business. For the Dominican Republic, the opportunities are significant.
Growth within the contact center industry is always a good thing, even if this growth is in the international market and not necessarily here in the U.S. From 2006 to 2010, the global industry has frown from $52 billion to a $76 billion business. For the Dominican Republic, the opportunities are significant.
To Train or Not to Train
According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies (like yours) willing to significantly improve their customer service, as this enables you to stand out among your competition.
According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies (like yours) willing to significantly improve their customer service, as this enables you to stand out among your competition.
Ulysses Learning Teams with Merced Systems to Bring Best Practice Training and Processes to Sales and Service Organizations
Global learning and performance improvement company Ulysses Learning has partnered with Merced Systems to deliver sales and service organizations with a set of coaching and training content and process-related best practices.
Global learning and performance improvement company Ulysses Learning has partnered with Merced Systems to deliver sales and service organizations with a set of coaching and training content and process-related best practices.
RCCSP Training Grows Success in Dominican Republic
The Dominican Republic is a prime location for nearshore contact centers thanks to affordable and well-educated often bilingual labor force that has a strong affinity and personal connections to the U.S. The country, which comprises two thirds of the island of Hispaniola with the remainder taken by Haiti, has over 9.3 million residents, a literacy rate over 84 percent, and more than 25 universities offering advanced degrees in accounting, finance, law, and medicine.
The Dominican Republic is a prime location for nearshore contact centers thanks to affordable and well-educated often bilingual labor force that has a strong affinity and personal connections to the U.S. The country, which comprises two thirds of the island of Hispaniola with the remainder taken by Haiti, has over 9.3 million residents, a literacy rate over 84 percent, and more than 25 universities offering advanced degrees in accounting, finance, law, and medicine.
How to Turn HR Expenses into Profits
In order to stay in touch with the people who report directly to you simply walk around, talk to them, share with them, observe them, and don't be critical. If you do this with all your employees on a regular basis, you will quickly identify where they are succeeding, where they are struggling, and where they need help.
In order to stay in touch with the people who report directly to you simply walk around, talk to them, share with them, observe them, and don't be critical. If you do this with all your employees on a regular basis, you will quickly identify where they are succeeding, where they are struggling, and where they need help.
RCCSP Announces 2009 Caribbean and Latin American Call Center Training, Certification Programs
The Caribbean and Latin American (CALA) region is a hot location for nearshore contact centers thanks to affordable, customer-service-savvy, educated, and depending on the country, bilingual (English/Spanish) workers.
The Caribbean and Latin American (CALA) region is a hot location for nearshore contact centers thanks to affordable, customer-service-savvy, educated, and depending on the country, bilingual (English/Spanish) workers.
Ulysses Learning's Presents 3-Tiered Approach to Increasing Contact Center Efficiency
Global learning and performance improvement company Ulysses Learning recently gave a presentation at Blue Cross Blue Shield's Customer Contact Center and Claims Conference that highlighted the company's efforts to increase the efficiency of contact centers.
Global learning and performance improvement company Ulysses Learning recently gave a presentation at Blue Cross Blue Shield's Customer Contact Center and Claims Conference that highlighted the company's efforts to increase the efficiency of contact centers.
Hiring Call Center Staff? Make Sure Your Management is Ready
Managers fortunate enough to be able to hire new staff - like in Sprint's facility - should take advantage of this opportunity to enrich their leadership skillset to ensure they are properly equipped to run a successful operation.
Managers fortunate enough to be able to hire new staff - like in Sprint's facility - should take advantage of this opportunity to enrich their leadership skillset to ensure they are properly equipped to run a successful operation.
Ulysses Learning Receives 2008 Product of the Year Award Honored for Outstanding Innovation for 11th Consecutive Year
Technology Marketing Corporation has chosen Ulysses Learning's CallMentor software for one of its 2008 Product of the Year Awards, presented by Customer Interaction Solutions magazine.
Technology Marketing Corporation has chosen Ulysses Learning's CallMentor software for one of its 2008 Product of the Year Awards, presented by Customer Interaction Solutions magazine.
Ulysses Learning CEO Talks About Call Center Training and the Coming Year
I recently had the opportunity to ask Mark W. Brodsky, President and CEO of Ulysses Learning, about the evolution of Call Center Training, the past year and what is to come.
I recently had the opportunity to ask Mark W. Brodsky, President and CEO of Ulysses Learning, about the evolution of Call Center Training, the past year and what is to come.
Ulysses Learning Partners with Lake Michigan College to Train Unemployed on Sought-After Call Center Skills
Global learning and performance improvement company Ulysses Learning is teaming with the Community and Business Services at Lake Michigan College to train unemployed area residents to develop the skills necessary to work in call centers.
Global learning and performance improvement company Ulysses Learning is teaming with the Community and Business Services at Lake Michigan College to train unemployed area residents to develop the skills necessary to work in call centers.
Quality Management and Liability Recording Market Returns Strong Performance
Innovation is significantly driving market growth and new offerings for the mid-market and increased sales of relatively new WFO applications are also contributing to the increase. Such applications include speech analytics, surveying/feedback, coaching and performance management. There has also been a substantial increase in professional services revenue.
Innovation is significantly driving market growth and new offerings for the mid-market and increased sales of relatively new WFO applications are also contributing to the increase. Such applications include speech analytics, surveying/feedback, coaching and performance management. There has also been a substantial increase in professional services revenue.
Ulysses Learning Adds Enhanced Self-Directed Virtual Learning Capabilities to its CallMentor System
Global learning and performance improvement company Ulysses Learning this week released its enhanced CallMentor Learning and Performance Improvement System.
Global learning and performance improvement company Ulysses Learning this week released its enhanced CallMentor Learning and Performance Improvement System.
With Tightening Budgets, RCCSP Offers Discounts for Call Center Certification Courses
What can call centers do? First and foremost, they need to ensure their staff are better equipped than ever before to effectively service their customers. That means call center managers must also have the training and skill sets to train and mentor their agents effectively.
What can call centers do? First and foremost, they need to ensure their staff are better equipped than ever before to effectively service their customers. That means call center managers must also have the training and skill sets to train and mentor their agents effectively.
Ulysses Learning's ServiceMentor Preparing Call Centers for Success
It is a widely held belief the world over that good luck occurs in business when preparedness meets opportunity. And as with so many things, preparedness often begins with a proper education.
It is a widely held belief the world over that good luck occurs in business when preparedness meets opportunity. And as with so many things, preparedness often begins with a proper education.
E-Learning Shaping Call Center Training
Things change. It's just a fact of life. As sure as fall will steadily move into winter and winter to spring, every facet of life will be different tomorrow. In business there are no exceptions and this can be especially true in call center training: It is evolving.
Things change. It's just a fact of life. As sure as fall will steadily move into winter and winter to spring, every facet of life will be different tomorrow. In business there are no exceptions and this can be especially true in call center training: It is evolving.
Austin, Texas: The Next Contact Center Haven
This has created a new growth in the call center industry in North America, including in the Austin, Texas area. In fact, RCCSP's CEO Nina Kowalek says she recently heard accounts that the Austin contact center industry accounts for 25 percent of the jobs in Austin now.
This has created a new growth in the call center industry in North America, including in the Austin, Texas area. In fact, RCCSP's CEO Nina Kowalek says she recently heard accounts that the Austin contact center industry accounts for 25 percent of the jobs in Austin now.
The Ulysses E-Learning Journey Improves Contact Center Success
In today's rough and tumble business world improving customer service can often mean the difference between success and failure. And this is especially true in the call center industry where success is can be measure through customer contact.
In today's rough and tumble business world improving customer service can often mean the difference between success and failure. And this is especially true in the call center industry where success is can be measure through customer contact.
Ulysses Learning: Learn About the Benefits and Challenges of E-Learning
E-Learning is an excellent and increasingly sophisticated tool to teach agents valuable new skills and upgrade their proficiencies and to educate them about new product and services, equipment and procedures. The method gives personnel opportunities to practice at their own pace so that they can bring up their own knowledge and skills to what is expected of them, and beyond.
E-Learning is an excellent and increasingly sophisticated tool to teach agents valuable new skills and upgrade their proficiencies and to educate them about new product and services, equipment and procedures. The method gives personnel opportunities to practice at their own pace so that they can bring up their own knowledge and skills to what is expected of them, and beyond.
RCCSP Brings First Call Center Certification Course to Raleigh Area
To ensure call center managers have the skills necessary to manage their facilities - from basic hiring, training, monitoring, and coaching tasks, to effective leadership, technology selection, and data analytics, The Resource Center for Customer Service Professionals (RCCSP) offers a comprehensive Call Center Manager Training and Certification course in nine locations through the end of the year (as well as one already scheduled for 2009). The next seminar will take place in Raleigh, North Carolina, at The Cardinal Club.
To ensure call center managers have the skills necessary to manage their facilities - from basic hiring, training, monitoring, and coaching tasks, to effective leadership, technology selection, and data analytics, The Resource Center for Customer Service Professionals (RCCSP) offers a comprehensive Call Center Manager Training and Certification course in nine locations through the end of the year (as well as one already scheduled for 2009). The next seminar will take place in Raleigh, North Carolina, at The Cardinal Club.
RCCSP Launches Call Center Certification Channel on TMCnet
Technology Marketing Corporation (TMC) today announced that the Call Center Certification channel, sponsored by RCCSP, has been launched as the newest addition to the TMCnet channel program.
Technology Marketing Corporation (TMC) today announced that the Call Center Certification channel, sponsored by RCCSP, has been launched as the newest addition to the TMCnet channel program.
Mark Brodsky, CEO of Call Center Training Solutions Provider Ulysses Learning, Presented with 2007 George Williams Award from Lowe's YMCA of Greater Charlotte
In recognition of his leadership services, the Lowe's YMCA of Greater Charlotte, N.C., has given Mark W. Brodsky, chairman of the Lowe's YMCA board of managers and president and CEO Ulysses Learning, with a 2007 George Williams Award. In addition, the Lowe's YWCA has created a new award named after him, the Mark W. Brodsky Annual Leadership Award.
In recognition of his leadership services, the Lowe's YMCA of Greater Charlotte, N.C., has given Mark W. Brodsky, chairman of the Lowe's YMCA board of managers and president and CEO Ulysses Learning, with a 2007 George Williams Award. In addition, the Lowe's YWCA has created a new award named after him, the Mark W. Brodsky Annual Leadership Award.
How to Ensure International Call Center Success Through Best Practices in Hiring, Training and Management
With today's uncertain economic forecast and the constant pressure to reduce costs, many companies have outsourced their call center operations to off-shore or "near-shore" facilities. By off-shoring, these companies can save money and find a highly educated – and frequently, a highly technology-skilled – workforce. However, cultural differences, heavy accents, inadequate training and insufficient hiring practices can lead to poor customer satisfaction experiences, causing a loss of customer loyalty and ultimately, a loss in sales.
With today's uncertain economic forecast and the constant pressure to reduce costs, many companies have outsourced their call center operations to off-shore or "near-shore" facilities. By off-shoring, these companies can save money and find a highly educated – and frequently, a highly technology-skilled – workforce. However, cultural differences, heavy accents, inadequate training and insufficient hiring practices can lead to poor customer satisfaction experiences, causing a loss of customer loyalty and ultimately, a loss in sales.
Ulysses Learning Receives 2007 Product of the Year Award Honored for Outstanding Innovation for 10th Consecutive Year
Ulysses Learning, a global learning and performance improvement company announced recently that its CallMentor Learning and Performance Improvement System received a 2007 Product of the Year Award from Technology Marketing Corporation's (TMC) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.
Ulysses Learning, a global learning and performance improvement company announced recently that its CallMentor Learning and Performance Improvement System received a 2007 Product of the Year Award from Technology Marketing Corporation's (TMC) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.
How to Exceed Your Contact Center's Annual Financial Goals (Part 3 of 3)
Here's the last part of my interview with Hilde Betts, SVP in charge of the Harris, N.A. contact center and client of Ulysses Learning. Ulysses is a leading sales, service and coaching training company and a partner with Harris in implementing many of the performance improvement initiatives discussed in this article series.
Here's the last part of my interview with Hilde Betts, SVP in charge of the Harris, N.A. contact center and client of Ulysses Learning. Ulysses is a leading sales, service and coaching training company and a partner with Harris in implementing many of the performance improvement initiatives discussed in this article series.
How to Exceed Your Contact Center's Annual Financial Goals (Part 2 of 3)
It’s not every day that you hear of a contact center that set the bar high for the year and then managed to exceed all their performance goals by “fantastic” margins before the onset of autumn...yet that’s exactly what the Harris, N.A. contact center team did.
It’s not every day that you hear of a contact center that set the bar high for the year and then managed to exceed all their performance goals by “fantastic” margins before the onset of autumn...yet that’s exactly what the Harris, N.A. contact center team did.
Ulysses Learning's ServiceMentor Awarded 2006 Product of the Year
In the call center training initiative, simulation based e-learning offers agent's examples and real-life situations in a safe environment to learn and develop effective skills before speaking to actual callers.
In the call center training initiative, simulation based e-learning offers agent's examples and real-life situations in a safe environment to learn and develop effective skills before speaking to actual callers.
Call Recording in the Call Center Can Facilitate Coaching and Training When Done Effectively
Call recording is a great tool to use in the call center in that as it enables center managers and supervisors to effectively monitor a conversation between an agent and a customer. This call recording also presents an effective coaching and training tool that can be used to empower agents to be better equipped to perform the tasks involved with their jobs
Call recording is a great tool to use in the call center in that as it enables center managers and supervisors to effectively monitor a conversation between an agent and a customer. This call recording also presents an effective coaching and training tool that can be used to empower agents to be better equipped to perform the tasks involved with their jobs
How to Exceed Your Contact Center's Annual Financial Goals
A three-pronged approach of will building, skill building and ongoing performance improvement strategies built on a solid foundation of trust, leads to industry recognition and impressive contact center performance results for Chicago-based financial services provider – Harris, N.A.
A three-pronged approach of will building, skill building and ongoing performance improvement strategies built on a solid foundation of trust, leads to industry recognition and impressive contact center performance results for Chicago-based financial services provider – Harris, N.A.
Quality Call Center Monitoring Provides Significant Benefits
Proper and quality call monitoring can provide significant benefits for the call center, but it is up to leaders to establish what and how monitoring should be implemented and what they hope to gain from such a solution.
Proper and quality call monitoring can provide significant benefits for the call center, but it is up to leaders to establish what and how monitoring should be implemented and what they hope to gain from such a solution.
Call Recording Provides Effective Coaching
Call recording can serve beyond a tool for remaining compliant and helping to solve customer complaints, to also be a solution for training employees using effective real-world examples.
Call recording can serve beyond a tool for remaining compliant and helping to solve customer complaints, to also be a solution for training employees using effective real-world examples.
Ten Tips for Hiring the Right Customer Care Representative
There’s no question that training, incentives and the right technology are all tools that can help call center agents provide better service.
There’s no question that training, incentives and the right technology are all tools that can help call center agents provide better service.
Understanding Competencies Will Lead to Effective Training Programs
Training in the call center can make the difference between an agent’s success and failure. Ultimately, the same is true for the entire center. The challenge for call center managers is finding the right balance of training among the variety of experience, talents and skills for the different agents.
Training in the call center can make the difference between an agent’s success and failure. Ultimately, the same is true for the entire center. The challenge for call center managers is finding the right balance of training among the variety of experience, talents and skills for the different agents.
Start with the 'Must Haves' When Searching for Workforce Management Solutions
Proper forecasting and call center scheduling of employees to handle customer issues from multiple communication channels can be complex to the point that it consumes nearly 100 percent of that manager’s time and 100 percent accuracy is literally impossible.To help combat the challenges that these managers face, many contact centers implement workforce management solutions to better manage employees and projected workflows.
Proper forecasting and call center scheduling of employees to handle customer issues from multiple communication channels can be complex to the point that it consumes nearly 100 percent of that manager’s time and 100 percent accuracy is literally impossible.To help combat the challenges that these managers face, many contact centers implement workforce management solutions to better manage employees and projected workflows.
Trust and Guidance in the Call Center Training Initiative
Coaching is an important aspect of call center training as it reinforces performance improvement and creates a winning environment.
Coaching is an important aspect of call center training as it reinforces performance improvement and creates a winning environment.
Five Key Elements to Remember When Selecting an Outsourced Contact Center Solution
Considering that the contact center selected will be employing individuals to interact with your customers, treating the selection of such services as a mere inconvenience is putting your future revenue, profit and growth potential at risk. Even if contact center solutions are not your prime area of focus, there are things that you can look for in selecting this outsourced service to ensure that your customer interactions are handled as efficiently and professionally as possible.
Considering that the contact center selected will be employing individuals to interact with your customers, treating the selection of such services as a mere inconvenience is putting your future revenue, profit and growth potential at risk. Even if contact center solutions are not your prime area of focus, there are things that you can look for in selecting this outsourced service to ensure that your customer interactions are handled as efficiently and professionally as possible.
Closing the Gap: Offshoring and the Customer Experience
A close look at offshore call centers and actual customer interactions reveals that beyond language, there are other factors that need to addressed to further close the gap that exists between offshoring and performance improvement.
A close look at offshore call centers and actual customer interactions reveals that beyond language, there are other factors that need to addressed to further close the gap that exists between offshoring and performance improvement.
Ulysses Learning - Call Center Training: Effective Learning Beyond the Call
When it comes to call center training, among the easiest and most effective ways to train agents is simulation-based training. In particular, simulation-based e-learning offers agents plenty of examples and real-life situations from which to learn, without running the risk of frustrating actual callers.
When it comes to call center training, among the easiest and most effective ways to train agents is simulation-based training. In particular, simulation-based e-learning offers agents plenty of examples and real-life situations from which to learn, without running the risk of frustrating actual callers.
Good Call Center Training Creates a Positive Atmosphere
In the call center, agents are the touch point between customers and the company. Ensuring they receive proper call center training to handle stressful situations, answer caller requests accurately and portray the image of the company, is critical.
In the call center, agents are the touch point between customers and the company. Ensuring they receive proper call center training to handle stressful situations, answer caller requests accurately and portray the image of the company, is critical.
Capitalize on Contact Center Coaching in 2007: Three Strategies to Consider Now
As contact center consultants, we spend a fair amount of our time working with senior contact center managers, as well as front-line staff, to help maximize benefits gained through their day-to-day coaching interactions. As we work with executives to help develop their performance improvement plans for 2007, here are three coaching strategies topping their priority lists.
As contact center consultants, we spend a fair amount of our time working with senior contact center managers, as well as front-line staff, to help maximize benefits gained through their day-to-day coaching interactions. As we work with executives to help develop their performance improvement plans for 2007, here are three coaching strategies topping their priority lists.
The Efficacies of Call Center Training
Most major companies use call centers to connect with their customers in an effort to improve operations, streamline services and reduce company costs. The impression an agent makes when answering the call could make or break the customer connection, both literally and figuratively. Customers are full of uncertainties, so it is important that a call center focus on their agents and implement a proper call center training program to ensure that their agents are fully equipped on the first line of defense – the customer call.
Most major companies use call centers to connect with their customers in an effort to improve operations, streamline services and reduce company costs. The impression an agent makes when answering the call could make or break the customer connection, both literally and figuratively. Customers are full of uncertainties, so it is important that a call center focus on their agents and implement a proper call center training program to ensure that their agents are fully equipped on the first line of defense – the customer call.
Proper Contact Center Employee Training Leads to Optimal Environment
Contact center supervisors know that proper call center scheduling is one of the biggest challenges that they face in creating efficient operations. Peaks and valleys in call volume dictate the level of staff required and when those levels fall short. Under these conditions, agents can become rushed and stressed and customer service levels can suffer, thus impacting the bottom line.
Contact center supervisors know that proper call center scheduling is one of the biggest challenges that they face in creating efficient operations. Peaks and valleys in call volume dictate the level of staff required and when those levels fall short. Under these conditions, agents can become rushed and stressed and customer service levels can suffer, thus impacting the bottom line.
Performance Optimization and e-Learning: The Critical Link By Mark W. Brodsky, President & CEO, Ulysses Learning
Performance optimization is more than a buzzword, it's the #1 goal on the minds of contact center executives around the world. In this executive roundtable discussion with top contact center thought leaders, you'll learn major performance optimization trends as they relate to e-Learning and performance improvement that can dramaticaly increase contact center productivity and profitability and raise customer satisfaction and loyalty in the process.
Performance optimization is more than a buzzword, it's the #1 goal on the minds of contact center executives around the world. In this executive roundtable discussion with top contact center thought leaders, you'll learn major performance optimization trends as they relate to e-Learning and performance improvement that can dramaticaly increase contact center productivity and profitability and raise customer satisfaction and loyalty in the process.
Beyond a Sales Culture
Learn what top industry thought leaders - including Dina Vance, Senior Vice President of Ulysses Learning - have to say about the service/sales evolution of contact centers. Also featured are best practices from Ulysses' client and 2006 "Center of Excellence" award winner - Harris Bank's e-Channel Services team.
Learn what top industry thought leaders - including Dina Vance, Senior Vice President of Ulysses Learning - have to say about the service/sales evolution of contact centers. Also featured are best practices from Ulysses' client and 2006 "Center of Excellence" award winner - Harris Bank's e-Channel Services team.
Upselling in the Inbound Call Center Offers Benefits
As call centers have traditionally been a significant drain on the enterprise’s capital, management is consistently searching for ways to not only reduce expenditures and overhead, but also for opportunities that generate revenue at the call center level.
As call centers have traditionally been a significant drain on the enterprise’s capital, management is consistently searching for ways to not only reduce expenditures and overhead, but also for opportunities that generate revenue at the call center level.
The Best Call Center Customer Care Services Are Achievable With the Right Mix
The best call center customer care services consists of the perfect mix of an inbound call center with 24x7 access, a proper workforce management that provides appropriate call center scheduling and call center training, effective call center software that affords the appropriate tools for efficiency and a talented and enthusiastic pool of agents.
The best call center customer care services consists of the perfect mix of an inbound call center with 24x7 access, a proper workforce management that provides appropriate call center scheduling and call center training, effective call center software that affords the appropriate tools for efficiency and a talented and enthusiastic pool of agents.
Education execs want English spoken in Cordi schools to lure call centers
BAGUIO CITYBUSINESS-men and university officials agreed on Friday to make English speaking mandatory in all campuses in the Cordillera to attract call center investors to the region.
BAGUIO CITYBUSINESS-men and university officials agreed on Friday to make English speaking mandatory in all campuses in the Cordillera to attract call center investors to the region.
'Data Rich, Information Poor'
Call centers have always been bursting with data. These data included information acquired during inbound or outbound telephone calls, e-mail, written communication from postal mail or faxes, order and invoice information, details about returned merchandise or cancelled service. It’s always been there, it’s just that generally, all the puzzle pieces of the customer relationship resided in different databases, and never were those databases to meet. In fact, if a customer had two separate relationships with a company (a checking account and a mortgage with a bank, for example), you could probably double the amount and the disparity of piecemeal information.
Call centers have always been bursting with data. These data included information acquired during inbound or outbound telephone calls, e-mail, written communication from postal mail or faxes, order and invoice information, details about returned merchandise or cancelled service. It’s always been there, it’s just that generally, all the puzzle pieces of the customer relationship resided in different databases, and never were those databases to meet. In fact, if a customer had two separate relationships with a company (a checking account and a mortgage with a bank, for example), you could probably double the amount and the disparity of piecemeal information.
New Call Center Study Addresses the Importance of Management Involvement in Service-to-Sales Conversions
A recent study published by Best Practices LLC, provider of research, consulting, publishing and best practice benchmarking reports addresses the importance manger and supervisor roles play during service-to-sales conversions in the call center for workforce management.
A recent study published by Best Practices LLC, provider of research, consulting, publishing and best practice benchmarking reports addresses the importance manger and supervisor roles play during service-to-sales conversions in the call center for workforce management.
Good Call Center Training Alleviates Agent Stress
Training agents in an environment they feel safe in, away from the actual customers, eliminates the stress and emotional piece for both the agent and the caller.
Training agents in an environment they feel safe in, away from the actual customers, eliminates the stress and emotional piece for both the agent and the caller.
Call center, training center form alliance to support industry
A Manila-based call center has signed a memorandum of agreement with a local training center for training of those who want to work in the call center industry.
A Manila-based call center has signed a memorandum of agreement with a local training center for training of those who want to work in the call center industry.
Opinion: Marketing Society - Customer value is key
ERP, CRM, CCM, ETL and many others have conspired to turn us off, especially since the recent acceleration of invention has turned a sprinkling into a downpour.
ERP, CRM, CCM, ETL and many others have conspired to turn us off, especially since the recent acceleration of invention has turned a sprinkling into a downpour.
Contact Centers as a Strategic Asset, Part 2 -- Leverage Technology for Increased Customer Satisfaction
Call center companies should be careful that they aren’t missing opportunities to maximize the capabilities of existing technologies that can add value to relationships and increase customer loyalty.
Call center companies should be careful that they aren’t missing opportunities to maximize the capabilities of existing technologies that can add value to relationships and increase customer loyalty.
Contact Centers as a Strategic Asset, Part 1 -- Moving the Contact Center from a Cost Burden to a Strategic Asset
In an industry that makes use of some of the most advanced communications technology, businesses are discovering that many contact centers continue to have untapped potential.
In an industry that makes use of some of the most advanced communications technology, businesses are discovering that many contact centers continue to have untapped potential.
Find Your Customer’s “Why”
One way to address customers complaints is to understand their “why”—why do customers call you in the first place?
One way to address customers complaints is to understand their “why”—why do customers call you in the first place?
Ulysses Learning Attracts Top Industry Talent
Jay Williams Joins Ulysses Team of Contact Center Sales, Service and Coaching Experts
Jay Williams Joins Ulysses Team of Contact Center Sales, Service and Coaching Experts
Customer Intelligence Across the Enterprise Can Ensure Customer Loyalty
For better workforce management, businesses need to be able to effectively define what it means to take care of their customer.
For better workforce management, businesses need to be able to effectively define what it means to take care of their customer.
FTC Proposes Rate Increase for Accessing Do-Not-Call List
The Federal Trade Commission (FTC) on Tuesday proposed raising the cost to telemarketers for accessing the Federal Do Not Call Registry.
The Federal Trade Commission (FTC) on Tuesday proposed raising the cost to telemarketers for accessing the Federal Do Not Call Registry.
New Study Reveals Marketers Out of Touch With Customers
According to a new CMO Council study, companies and their marketing divisions are significantly out of touch with what is actually driving effective customer acquisition and retention.
According to a new CMO Council study, companies and their marketing divisions are significantly out of touch with what is actually driving effective customer acquisition and retention.
Davao-based center to train call center staff to be entrepreneurs
call center training center is partnering with a US- based foundation to train applicants who might even eventually set up their own centers.
call center training center is partnering with a US- based foundation to train applicants who might even eventually set up their own centers.
Contact Center Coaching Best Practices: Top Lessons from Top Coaches
Top 10 Coaching Best Practices
Top 10 Coaching Best Practices
Making Sense of Self-Service E-Learning Simulations: Fun or Functional?
Many e-Learning solutions, including self-service training applications, are under scrutiny today for failing to live up to expectations.
Many e-Learning solutions, including self-service training applications, are under scrutiny today for failing to live up to expectations.
Four Blended e-Learning Blunders (And How You Can Avoid Them!)
This article highlights four of the most troublesome blended e-Learning blunders
This article highlights four of the most troublesome blended e-Learning blunders
E-learning Implementation: Your Roadmap to Success
This article surveys executives who have been on the front line of e-learning implementations for contact center staff and have cracked the code on what it takes to launch a successful initiative.
This article surveys executives who have been on the front line of e-learning implementations for contact center staff and have cracked the code on what it takes to launch a successful initiative.
Ulysses Learning's CallMentor Wins 2005 Product of the Year from Customer Inter@ction Solutions Magazine
Ulysses Learning, provider of call center training solutions has won a 2005 Product of the Year Award from Customer Inter@ction Solutions Magazine for its latest version of CallMentor.
Ulysses Learning, provider of call center training solutions has won a 2005 Product of the Year Award from Customer Inter@ction Solutions Magazine for its latest version of CallMentor.
Call Center Training: Fundamentals
Call Center Training: Tactical Management
Call Center Training: Strategic Direction
Call Center Training: Performance Optimization
Call Center Training: Technology Management
Call Center Training: Operations & Engineering
