March 2010 Blog Posts (7)

What if the Undercover Boss showed up to Your Call Center?

I am sure we all have seen or heard about this new television show. The boss of a company dons a disguise so its employees won’t recognize him and he gets hired to work on the front lines of his company. The point is to see what working conditions the people in his company work under and possibly hear how they feel about the company and its leadership.

It’s a little too cliché for my taste, but I am far from a TV critic. Still, it did make me think, what if the boss of your company… Continue

Added by Glenn Pasch on March 31, 2010 at 7:12am — No Comments

We need to realize we are all in the Customer Business

Howard Schultz, the CEO of Starbucks stated, "We are in the customer business serving coffee, not the business of coffee serving


I think everyone who is in the Call Center Industry needs to remind their staffs what that means. If you asked your staff, would they say they are in the call center/contact center business, or would

they say they are in the customer business.

It is a different focus. For example: if you say you are in…


Added by Glenn Pasch on March 12, 2010 at 8:58pm — No Comments

Death of the Professional Recruiter?

Death of the Professional Recruiter?

By Chad McDaniel…


Added by Chad McDaniel on March 12, 2010 at 5:07pm — No Comments

Improve Call Center Agent Performance

Could your call center agents be performing better?…


Added by Brian Layman on March 11, 2010 at 6:30pm — No Comments

A Few Leads Missed Can End Up Costing You More Than You Know

Recent posts have discussed the impact management training and agent training has on results. In this post, however, the focus will be on demonstrating in cold numbers what the negative impact will be if you

are not managing your lead pool effectively. The example below applies

to a call center or contact centers but could be…


Added by Glenn Pasch on March 8, 2010 at 8:23pm — No Comments

"A" Players vs. "B" Players

Did you ever look at a job listing website and take note of the position headlines? Years ago the position headlines were predominately position titles. Today you see a mix of flashy marketing lines, job titles, and candidate descriptions. There is one in particular I want address. “Looking for “A” players for growing company”.

Why the obsession with A players? Why the demand for an entire department populated by this elite workforce? ......Continued @… Continue

Added by Richard Natoli on March 4, 2010 at 12:58pm — No Comments

What customers See can affect Customer Service

I just had a great experience at the 2010 NADA (National Automotive Dealers Association) convention in Florida.

I met many great dealers who were excited about their prospects moving into the New Year and many vendors who had some exciting new technologies and strategies for getting more people to the dealers’


I was asked many times what my company does and my response was, “Improving customer service and sales through consistent…


Added by Glenn Pasch on March 3, 2010 at 6:30pm — No Comments

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