Service Untitled wrote a post about the “Difference in Roles” in a service organization.  His three definitions are Support, Account Management, and Consulting.  I think that he’s missed his naming/definitions a little bit, but let’s play along for the moment.
Support is the least involved and consulting is the most involved, with account management in the middle.
Based on […]

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This is a term that’s thrown out way too much. We want “world class service” at our organization.  Our company supports “world class service“. What in the world does “world class service” really mean?  World class … OK. So everyone pretty much knows what it should mean, but I think that everyone does have different […]

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For the employer side, here’s a few major companies that use a virtual call center model:

Office Depot utilizes virtual call center outsourcers - http://www.networkworld.com/news/2005/013105virtualcall.html
Marriot call centers consolidate & send more workers home -http://deseretnews.com/article/1,5143,695247329,00.html and http://littlewhiteebook.blogspot.com/2008/01/marriot-call-centers-consolidate-send.html
Esurance offers work-from home option - http://www.argusleader.com/apps/pbcs.dll/article?AID=/20080218/NEWS/802180332/1001
Metlife closing Indy center but not jobs - http://www.indystar.com/apps/pbcs.dll/article?AID=/20080214/BUSINESS/80214049/1003

As can be seen, there are some […]

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A little while ago, Ted Hopton (Director of Membership Services for ICMI) wrote a blog entry about Barack Obama’s campaign.    He talks about an email he received that lets you click on a link and follow it through to sign up and help out making calls for their campaign on a volunteer basis.  This takes […]

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I’m starting to read blogs again, so there may be comments about other blogs … Like this one
“The first four calls, I got an amateurish-sounding message. “We’re not here right now, please leave a message.”” — TMCNet Call Center CRM News blog
The writer was trying to track down a contractor and kept getting messages.  The […]

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