Benchmarking and Best Practices (33)

Discussions Replies Latest Activity

Airline/Travel Industry - Call Center Standards & Practices

I am very interested in strengthening my knowledge of the airline/travel industry (more specifically airlines) with respect to call center …

Started by Michael Dowrich

2 Nov 10, 2010
Reply by Michael Dowrich

What methods do you use to identify best practices for customer experience management?

Please rank-order up to 5 the following: a) we don't seek out best practices, b) conferences, c) benchmarking studies, d) books, e) article…

Started by Lynn Hunsaker

0 Oct 28, 2010

Participative Leadership - Managing Suggestions

Have clear path from 'idea' to implementation. Document and thoroughly understand the suggestion. Group associated suggestions in a manner…

Started by Jack Gwynne

0 Oct 27, 2010

Employee Suggestions

I am interested in hearing how organizations manage their TQM/process improvement programs. We have one where any employee can submit sugge…

Started by Kathy Rodine

1 Oct 21, 2010
Reply by Ronnie Jones

Recorded annoucements and abandond calls

I'm looking for some information, a white paper or case study that shows the affects of RANs on abandond calls. What happens if you lengthe…

Started by Tim Abney

8 Jul 15, 2010
Reply by Dawn Fidler

E-commerce Startup Dilemma!!

Hello everyone,   We are a start up company that is about to go into contract with a call center but have a dilemma!  We would like to find…

Started by Josh Clayton

3 Mar 31, 2010
Reply by Chris Fulker

Call Center Excellence Awards are now being accepted!

  Categories for the 2010 Call Center Excellence Awards have been announced! More information is at   Your…

Started by Abby Lombardi

0 Mar 18, 2010

Handling after hours and over flow calls

Hi everyone!I wonder if anyone can offer me some insights into how call centres typically handle after hours and overflow calls. Voicemail?…

Started by Julia Forsyth

8 Mar 18, 2010
Reply by Pauline Mulvey

Customer Experience in the UAE (Dubai and Abu dhabi)

Good day to all, UAE/middle East are apparently slightly behind the Customer experience maturity curve, with different customer expectation…

Started by Jean-Marc Codsi

0 Dec 1, 2009

Acceptable Supervisor Attrition?

I'm trying to figure out which will be an acceptable "roof" for supervisor (or team leader) attrition. I agree with many of the people in t…

Started by Rodrigo Castañeda

2 Nov 30, 2009
Reply by William Leinweber


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