The below came through on a mailing list that I’m on and I felt that it was an interesting take on things.  It’s something that I agree with and, whenever possible, my own endeavors wouldn’t pay on 100% commission either.  There are times when it’s the only option as I have had in a past […]

read more from this topic.....

My client had me review a training by ICMI called Adding Sales to a Service Environment.  This was a class given by Mary Murcott from Performance Transformations.  The ICMI writeup is:
Have you been tasked to add sales to a primarily service environment? Are representatives reluctant to make the leap? Are you having trouble meeting expectations? […]

read more from this topic.....

Definition: 

ASA - Also called Average Seconds to Answer or Average Time to Answer (ATA). The average of the amount of time that has been taken to answer all calls in a given period (e.g. the last 15 minutes, today, this month). It is the total amount of time all calls waited to be answered divided […]

read more from this topic.....

In January, I wrote a post that still brings in a good amount of traffic (KPI (Key Performance Indicators) - Are they what they used to be?). In this post, I defined six KPI that I find to be the ones that are quality and quantity focused.  Recently, I was in a discussion with the […]

read more from this topic.....

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 […]

read more from this topic.....

Historically speaking, call centers have all too often been split — you’re either a selling agent or you’re a service agent.  These two hiring profiles were polar opposites and even when sitting together in the same area they held themselves apart by force of personality and title separation.  This was the paradigm that most call […]

read more from this topic.....

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 […]

read more from this topic.....

A friend of mine works for a new startup called HiveLive, so I decided to do a bit of research into the company and its offerings.  All I can say is … wow. The concept is extremely interesting.  By combining social networking with business, the organization appears to be on the verge of a new […]

read more from this topic.....