May 2009

Feature Article

Evolve Reactive Service Practices into Proactive Customer Care

By Susan Hash

Break free of the complaint center image by reinventing the contact center’s role within your organization. Find out how to position your operation as a value center through the elimination of common errors and complaints, partnering with internal departments, developing a proactive service model and instilling the appropriate behaviors in your front line.

Agility Factor

Keeping the Center Up and Running

By Jay Minnucci

High performance during a catastrophe is what separates the great contact centers from the also-rans. We look at the potential impact of a disaster event on key areas of your contact center, and review disaster recovery planning options that will help both large and small centers to weather the storm and hit performance targets.

Tech Line

VoIP-Enabled Business Continuity

By Brian Hinton & Michael Stokes

The traditional technology infrastructure for business continuity and disaster recovery (BC/DR) was expensive and complex. Enter voice over Internet protocol. Learn how VoIP-based solutions have driven key changes to the BC/DR infrastructure planning. Read about VoIP-enabled options and operational considerations for an effective BC/DR strategy.

Performance Matters

Make the Most of On-the-Job Training

By Rebecca Gibson

Do you resort to on-the-job training only when other formal training methods aren’t available? When planned and structured, on-the-job training can be one of the most effective ways to train call center staff. We offer a roadmap to help you develop a consistent and reliable on-the-job training process that will result in clearly defined outcomes.

Inside View


By Susan Hash

McAfee has experienced explosive growth in its corporate and consumer businesses — the type of growth that breeds unique challenges for maintaining efficient, quality-focused support. Learn how the Internet security firm lives up to its customer promise through a value-based support culture and a voice of the customer process that provides insights to make real-time adjustments to its customer experience strategy.

Forecast Focus

Align Service Level Goals with Customer Tolerance

By Tiffany LaReau

Customers may be satisfied with your service overall, but still irritated by how long they have to wait to reach an agent. Customer satisfaction scores don’t reveal this type of behavioral information. Find out how to develop a patience diagram to track your customers’ tolerance for being in queue and to help you influence service level goal changes that will keep them from abandoning.

Leading Thoughts

Real-Time Queue Management

By Tim Montgomery

An effective real-time queue management program is essential to running an efficient inbound call center, but it’s often the piece that’s left out of the planning process. We look at key considerations for establishing a real-time recovery program, as well as attributes of the best real-time customer call centers.