December 2009

Feature Article

Contact Center Performance Measures

By Susan Hash

Contact centers are poised to play a key role in building customer value — yet most still rely on cost-efficiency metrics to drive performance. Learn about shifting business priorities that are impacting call center KPIs.

Agility Factor

The Motivated Agent

By Jay Minnucci

Contact center leaders have a responsibility to create an environment that respects agents, values the individual and promotes communication. A look at all of the ingredients of a motivated workplace.

Tech Line

Top 10 Technology Implementation Tips

By Brian Hinton, Matt Morey and Steve Suhn

Now that you’ve acquired the perfect technology, you want to get it up and running as quickly as possible, right? Although it’s tempting, don’t let speed be your biggest driver. Tips to ensure a well-planned, successful implementation.

Performance Matters

Four Trends Driving Training Value

By Rebecca Gibson

What will 2010 hold for call center training groups? How can you position your group to thrive? Four key trends that will drive training toward the critical business results your senior execs expect.

Inside View

VSP Vision Care

By Susan Hash

Frontline staff hold the key to call center service performance and customer satisfaction levels. A look at a world class center whose leadership lives the company’s values every day — a relentless focus on satisfying internal and external customers.

Leading Thoughts

Leading the Culture Shift: Moving People Forward

By Bob Furniss

Is employee indifference hampering your contact center’s ability to provide outstanding service? Nine steps for understanding and changing your culture.

Added Bonus for Subscribers

For help with defining your culture, download Bob Furniss' Culture Shift Worksheet.

Forecast Focus

Year-End Forecasting Methodology Review

By Tiffany LaReau

Every forecaster’s goal is to make his or her forecasts sensitive enough to absorb changes. What is the best method? Our expert offers her picks for the most reliable for forecasting accuracy.