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August 2010 Blog Posts (5)

The Verdict is Out: American's Prefer American Call Center Agents

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Added by Kevin O'Brien on August 30, 2010 at 11:25am — No Comments

Listening to the Voice of your Oen Employees

I just returned from a large Call Center Conference and many of the breakout sessions discussed the need for businesses to focus on “The Voice of the Customer”. I am heading to the ATA National Convention next month in Orlando as well and I am sure this will be discussed because it is an improtant aspect of the business.



This seems to be the new buzz phrase and I heard many different ideas on how a company can achieve…

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Added by Glenn Pasch on August 8, 2010 at 6:59am — No Comments

LinkedIn Gets an F for Customer Service

LinkedIn presents a tremendous opportunity for individuals of all types and sizes to build and display their personal brand to the world. What a great product built at the right time. LinkedIn is a game changing site for so many reasons. Access to the site information gives sales, marketing and recruiting departments an exponentially greater opportunity to do their jobs at a much higher level. Additionally, the available research, survey data, documents, presentations, and so much more make it… Continue

Added by Kevin O'Brien on August 6, 2010 at 12:30pm — No Comments

Are Contact Center Agents Allowed to use their Brains?

Just the other day, I received a '800' Service call...so it said on the caller ID. Knowing full well that it was a call center on the other line, I picked up the phone ready to engage in the conversation. The agent (after a delay and me saying hello twice) picked up and asked for Lisa Reile. My name is not Lisa, nor does a Lisa Reile live here! I quickly realized that this was a collection call because the agent gave me the impression that I was lying by continuing ask me where Lisa was. And…

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Added by Kevin O'Brien on August 3, 2010 at 3:16pm — No Comments

Do American's Prefer American Call Center Agents?

Yes, a touchy subject. I've seen some write ups on this topic, but always wondered about the PC factor and the risk of going live with such opinions. However, since we are in the business of creating outstanding customer experiences, I think this topic is one worth exploring further.

Last evening, I called Capital One because I misplaced my credit card and was in a panic, wondering who has it and how many charges they tallied up on my behalf. With the rampant surge of identity…

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Added by Kevin O'Brien on August 3, 2010 at 3:05pm — No Comments

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