mach4um

Members

  • Lynn Hunsaker
  • Keri
  • Neil
  • Zunaid Haroon
  • Kathryn Jackson
  • John Kaiser
  • Jason Hirani
  • Matthew Van de Voorde
  • TeleGuru Solutions
  • Carl Taylor
  • Cynthia Brittain
  • Laura Gordon
  • HIllary Feder
  • Karen Bowden
  • Reena
  • Trisha Green

Our contact center community knowledge exchange enhances your call center's performance and ensures a quality customer experience.

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Forum

Bob Schmidt

I have Performance Based Outbound Campaigns - Need Call Centers in Near Shore & Phillipines 6 Replies

Started by Bob Schmidt in Sourcing - Outsourcing, Insourcing, Off Shoring, BPO. Last reply by Carl Taylor Jan 24.

Jorge Vidaurre

Call Center looking for Campaign Brokers

Started by Jorge Vidaurre in Available Resources Jan 19.

Kathryn Jackson

Contact Center Protocol - How do agents handle potential suicide or physical/sexual abuse calls? 8 Replies

Started by Kathryn Jackson in Operations and Management. Last reply by Kathryn Jackson Jan 19.

Nauman Zakeria

i need a Campaign to run a center

Started by Nauman Zakeria in Available Resources Jan 18.

Parthsoni

Lead Generation

Started by Parthsoni in Sourcing - Outsourcing, Insourcing, Off Shoring, BPO Jan 11.

Kevin Swearingen

Need a Call Center Broker... 4 Replies

Started by Kevin Swearingen in Available Resources. Last reply by Damai Prakash Dec 13, 2011.

karthikeyan

I am going to start a bpo company

Started by karthikeyan in Sourcing - Outsourcing, Insourcing, Off Shoring, BPO Dec 8, 2011.

Norm Lippelt

Outsourcing Quality Assurance 8 Replies

Started by Norm Lippelt in Sourcing - Outsourcing, Insourcing, Off Shoring, BPO. Last reply by Joe Javol Nov 10, 2011.

Alisa Goldschmidt

Part-Time Inside Sales Pro with Contact Center Industry Knowledge

Started by Alisa Goldschmidt in Jobs Opportunities Oct 20, 2011.

Narayan das

us camapaign

Started by Narayan das in Available Resources Oct 12, 2011.

How Smart is That (Blog)

Time Management – Getting Our Priorities Straight

This is an older story but one I like to be reminded of often.  As I read it again today, I realized that I had let this teaching slip from my grasp lately.  It really does coincide with the “tyranny … Continue reading →

The Fun Theory

Can you change people’s habits and attitudes? Can you take a task and change people’s conduct and attitudes by making something seem fun? Watch what a group of scientists did using fun or pleasure to get people to use a … Continue reading →

Service with a Smile? Oh, Please…

I always thought it a little silly that we asked our customer service agents to post a “Smile” sign on their cubicle wall or hang a big mirror to reflect their happy (or grumpy) faces while answering the phone.  We … Continue reading →

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Mach4um Bookstore

Below is a link to our bookstore (books available on Amazon categorized by call/contact center topics). You will not be leaving the site when you click below. And, the new page has a link back here to this Mach4um main page! Please let me know any books that you think should be added as a resource to our other members (AOkay@mach4um.com).

Click Here to enter bookstore

Featured Publication
Want your publication featured in our bookstore? Contact Kathryn Jackson @ AOkay@mach4um.com. I'll be glad to fearture your publication so our members can benefit from your expertise.

Industry News

A Place for Feeds to Mingle

Hello and welcome to FeedMingle, a place where RSS feeds can congregate, hang out, and do the things that RSS feeds like to do together (whatever that may be). As you may have noticed, we’re busy re-tooling things around here, … Continue reading →
 
 
 

Top Content 

1 Payoff for Coordinating Customer Experience Management

Payoff for Coordinating Customer Experience Management

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Payoff for Coordinating Customer Experience Management

Connect your customer experience management efforts across the company, and enjoy exponential benefits, according to the 2011 Business-to-Business Customer Experience Management Benchmarking Study.Companies with managers (of their top five methods to achieve CEM goals) who…See More
Blog post by Lynn Hunsaker Sunday
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Neil is now a member of mach4um Wednesday
Welcome Them!
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Carl Taylor replied to Bob Schmidt's discussion 'I have Performance Based Outbound Campaigns - Need Call Centers in Near Shore & Phillipines'
Hi Bob, Just wondering how you got on with this, and if there has been long enough since your original post that you may be looking once again for centers. I would be interested to know more about these campaigns, I believe that BD BPO is an ideal…
Jan 24
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TeleGuru Solutions replied to Bob Schmidt's discussion 'I have Performance Based Outbound Campaigns - Need Call Centers in Near Shore & Phillipines'
Hi Bob, We are based in Philippines particularly in Manila,we have three sites in Manila.we are looking for innovative campaigns,if you feel to have more informations about us please feel free to ask anything and we are looking for good business…
Jan 23
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TeleGuru Solutions left a comment for Trisha Green
do u assign campaigns for call centers?
Jan 23
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TeleGuru Solutions is now a member of mach4um Jan 23
Welcome Them!
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Cynthia Brittain and Jorge Vidaurre joined mach4um Jan 20
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Call Center looking for Campaign Brokers

Hello,We are an american owned Call Center located in Nicaragua with 5-10 seats available for campaigns in English and Spanish. We are currently looking for clients and campaigns I am looking for call center brokers also. However I have heard some bad things about call center brokers from India lots of fraud and stuff like that. We are looking for inbound and outbound campaigns with fixed hourly pay and Data Entry and other Backoffice processes. I have been told there is a lot of clients…See More
Discussion posted by Jorge Vidaurre Jan 19
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Kathryn Jackson replied to Kathryn Jackson's discussion 'Contact Center Protocol - How do agents handle potential suicide or physical/sexual abuse calls?'
Marnee,  Thanks for giving your insights.  I especially like that you cannot and will not promise to tell someone.  I was in that exact situation a while back while doing a call center audit for a company.  One of the supervisors…
Jan 19
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Kathryn Jackson replied to Kathryn Jackson's discussion 'Contact Center Protocol - How do agents handle potential suicide or physical/sexual abuse calls?'
Karey,  Thank you so much for your insights.  They were great!  Best, Kay
Jan 19
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Karey Sharp replied to Kathryn Jackson's discussion 'Contact Center Protocol - How do agents handle potential suicide or physical/sexual abuse calls?'
Hi Kathryn, This is definitely a sensitive and tricky issue from a legal and moral perspective. I have sent you an email with a process that I put in place some time ago. I hope that it helps in some way. Regards, Karey Sharp
Jan 19
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Kathryn Jackson replied to Kathryn Jackson's discussion 'Contact Center Protocol - How do agents handle potential suicide or physical/sexual abuse calls?'
Suzy,  Thank you so much for taking your time to address this critical issue.  Every contact center I have managed has received these types of calls and they are heart wrenching for everyone.  Helping agents understand their…
Jan 19

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