As my earlier posting in this series indicated, you need to make sure to understand what it is you need.
“Starting a center may sound good because you’re keeping it in house or restricting who says what, but it really needs to be thought through. Technology, processes, tracking, satisfaction, and understanding is crucial.  This is your […]

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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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When I ask managers of all levels a single question, I normally get one of three responses: a blank stare, a terrified look, or a thoughtful frown.  The question is:
 “Have you considered a virtual call center?”
The answer that I almost always get is “no, it wouldn’t work because [fill in generic reason here]”.  There’s very few […]

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Certification is not a new concept. It has been around for many years - MCSE (Microsoft Certified Systems Engineer), SUN Certified, Unix Certified, CompTIA Network+, Oracle Certified, Benchmark Portal Certified Call Center Manager, PMI Project Management, and a multitude of others are out there.  One of the questions that has to be asked: “Is it […]

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Go-to-Market Strategies just sent out their newsletter with the “<a target=”_blank” href=”http://www.gotomarketstrategies.com/tip_topfivemarketingmistakes.htm”>Top Five Marketing Mistakes Companies Make..And How to Recover!</a>” The information gained is certainly of interest, but one of the points is very accurate in terms of working with a lead generation company. The information stands on its own when you consider a purely […]

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On the blog Sanders Says by Tim Sanders (ex Chief Solutions Officer & Leadership Coach for Yahoo! and reknown author of The Likeability Factor: How to Boost Your L-Factor and Achieve Your Life’s Dreams and Love Is the Killer App: How to Win Business and Influence Friends (which, BTW, I’ll have to write a review on […]

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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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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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