On Tuesday, I attend “Best Practices in Call Monitoring Seminar series with Dr. Jon Anton“. I’ve been through Dr. Jon Anton’s College of Call Center Excellence and found it quite interesting, though there are some things that I thought they could improve. See here for my writeup on the Certification that the College offers.
I’m […]

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Obviously, it’s been a while since I’ve made any posts.  After some decision weighing, I decided that I’m going to change the focus of the blog a little bit and make it more personal-professional than primarily professional. Because of this, I’m removing it from C3OC.com’s consulting site and moving it to my personal domain.  The […]

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Return Customer had a guest blog post a week ago.  It’s worth reading.

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Now that I’ve had the opportunity to play with the system a bit more, I’m reviewing HiveLive from a more informed perspective.
If I was working on a new center that was going to include the customer in my community, HiveLive would be one of the first products I’d take a look at.  The question that people […]

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Credit goes to Call Centers CCI’s blog for this. It was posted towards the end of 2006, but is still relevant and informational.
Audio Text - A pre-recorded message heard by system users.
Automated Attendant - A specialized form of an Interactive Voice Response system .Automated Attendants help manage the flow of incoming calls by automatically answering them […]

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If you’d like to sign up for the feed, please check out http://feeds.feedburner.com/Blogc3occom.  Set your feed / RSS Feed reader there and you’ll be kept in the loop of any new posts made on this blog.
Thanks for reading! Don’t be shy and make your comments wherever you feel that it would be useful. Thanks to […]

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I’ve set up some forums that may be of interest to people reading this blog.  Please feel free to forward the information on to anyone that you’d like — they’re free to use and I will be working on driving traffic to them as well.  They have been setup as of today, so make sure […]

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I’d post this, but since I wrote it with “exclusive” rights for Associated Content, I’m just going to give you a link to the site.
   A Guide on Navigating a Contact Center
This was written from the customer perspective in mind — your agents might find it amusing to send to their customers (not appropriate, but […]

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