http://callcentermanagementforum.com/ Call Center Management Forum: Forum: Leadership and Management in General - Recent Topics en Wed, 08 Sep 2010 10:13:56 +0000 http://callcentermanagementforum.com/topic/call-center-software#post-46 Wed, 03 Jun 2009 19:49:12 +0000 marsgivson 46@http://callcentermanagementforum.com/ <p>Interactive Intelligence provides the most innovative contact center software (also known as call center software) and IP telephony products and services available.</p> <p>For the contact center, the enterprise and the remote and mobile workforce, our standards-based all-in-one IP platform unifies every aspect of business communications. For ACD routed multimedia interactions, feature-rich IP PBX functionality, screen and call recording, outbound dialing, voice and unified messaging, and more - we align your business communications into one powerful solution. </p> http://callcentermanagementforum.com/topic/the-management-vision-or#post-61 Sun, 26 Jul 2009 12:52:10 +0000 carstyle 61@http://callcentermanagementforum.com/ <p>Hi all!</p> <p>I have just taken over a team and I'm really struggling getting my vision across, I have been leading smaller groups of people before, but about two months ago I took a position as manager for our online/web team, which have been a big challenge.<br /> I guess my question is if anyone have any suggestions on how to get through a &quot;new&quot; vision in a effective way?</p> <p>All help welcome!<br /> BR Conor </p> http://callcentermanagementforum.com/topic/looking-for-call-centers#post-75 Wed, 12 Aug 2009 11:37:54 +0000 sunilgohin 75@http://callcentermanagementforum.com/ <p>Hi,</p> <p>I am looking for Call center that can sell our products and services, ranging from Hosting/web services, contents and ALL in ONE packages.</p> <p>(MAIN PRODUCT I WANT PROMOTE) Once Lifetime offer.</p> <p>We are looking for centres that can sell the services on results basis. Each sale for ALL in one package bring you $49 and payments are done every 15 days. Should the center be performing we can consider sending inbound chats/ email support and also provide you lead details.</p> <p>The ALL in One Package can be post for domestic Market or International market, Appropriate for small and large business, writers, authors, trainers, shops, publishers, journalists, bloggers, web designers and many many more.<br /> If you feel you can do that and result oriented then. Email me back.</p> <p>Regards</p> <p>Sunil </p> http://callcentermanagementforum.com/topic/outsourcing-bpo-and-call-center-related-only#post-132 Tue, 09 Feb 2010 09:56:40 +0000 lpbs_errel 132@http://callcentermanagementforum.com/ <p>Genuine Campaigns Available from US, UK and Australia - visit National Support Center Inc., USA at <a href="http://support-center.com/contactus.htm" rel="nofollow">http://support-center.com/contactus.htm</a> </p> http://callcentermanagementforum.com/topic/contact-center-manager-responisbilities#post-141 Thu, 20 May 2010 14:02:30 +0000 Robert Hueber 141@http://callcentermanagementforum.com/ <p>I've recently been promoted to Contact Center Manager of a center with about 75 agents. I report to the VP of Customer Service. This is not the exact structure we had previously so we're trying to figure out best practices around which metrics and which dept's and subgroups I should be accountable for. Can anyone help out with what you do at your center or what you've seen in others? </p> http://callcentermanagementforum.com/topic/call-center-tool-group-call-monitoring#post-136 Sat, 06 Mar 2010 02:47:14 +0000 star 136@http://callcentermanagementforum.com/ <p>In your opinion is the group call monitoring practice still useful.<br /> This is question is regarding our national inbound/outbound b2b and internal customer service call center.<br /> our Buyers speak with vendors and internal customers ( institutions we own ).<br /> Every call is recorded but the VP ( sales background ) now wants us to divide our teams up and have quality monitoring meetings. There will be 4 CSRs and 5 managers in each meeting.<br /> CSR calls will be pulled and played back for all to hear.<br /> The objective is to &quot;equalize&quot; the customer service approach department wide.<br /> Current tools in play are The Phone Dr training.<br /> There is minimal department process documentation /SOP at this point in time.<br /> 100% of the CSRs do not want this approach and think its a violation of privacy and that the call monitoring is enough.</p> <p>Do you have any opinions on if this is a viable tool?<br /> Do you have any suggestion? </p> <p>Thank you </p> http://callcentermanagementforum.com/topic/iccaonlinecom-created-to-assist-all-small-or-big-size-call-center-to-over-come#post-135 Tue, 02 Mar 2010 10:30:08 +0000 sujal456 135@http://callcentermanagementforum.com/ <p>ICCA Online( International Call Center Assistance Online) has come up with the aim to provide BPO and Call Center industry with everything they need under one Roof. ICCA ONLINE is created user friendly, so every one from any age group can use ICCA Online without any difficulty.</p> <p>ICCA assist every one to add great value to their customer relationship by applying ICCA services which will help them to gain competitive edge in industry.<br /> URL-iccaonline.com </p> http://callcentermanagementforum.com/topic/looking-to-start-a-outbound-call-center-for-lead-generation-any-recommendations#post-133 Fri, 19 Feb 2010 17:12:05 +0000 vincevain 133@http://callcentermanagementforum.com/ <p>I am looking to buy a call center that is fairly priced but can be put on auto dialer all day and obtain leads for my business. I need it to retrieve voicemails and also be able to transfer to my agents directly. I am a newbie and I need help finding a great product. Thanks </p> http://callcentermanagementforum.com/topic/contact-manager-driving-reductions#post-80 Thu, 20 Aug 2009 18:47:09 +0000 contact manager 80@http://callcentermanagementforum.com/ <p>Driving reductions is one of my new key task, as we're still in the shadow of the finance crises I'm currently leading a change project in our organization trying to reduce cost. However in keen on doing this as part of utilizing smarter solutions. Just firing people and lowering the service is not the way forward!</p> <p>Anyhow my question to this forum is how have you become smarter the last year? What solutions have you implemented that made your centre more efficient and what key drivers have you focused on?</p> <p>The Contact Manager </p> http://callcentermanagementforum.com/topic/us-outbound-get-callerid-revenue#post-98 Wed, 16 Sep 2009 18:19:26 +0000 mark 98@http://callcentermanagementforum.com/ <p>If you have a lot of US Outbound traffic<br /> be sure to get your share of CallerID Revenue!</p> <p>Dont miss the boat!<br /> <a href="http://dipfees.com" rel="nofollow">http://dipfees.com</a> </p> http://callcentermanagementforum.com/topic/offline-meeting-and-development-groups#post-56 Thu, 23 Jul 2009 19:04:44 +0000 JohnQuinn 56@http://callcentermanagementforum.com/ <p>Hi all!!</p> <p>I'm looking for larger meeting/development/networking groups etc, with sub groups all around the continent.<br /> Does anyone know any? Primary interest is of course around management etc.</p> <p>Enjoy the sun! </p> http://callcentermanagementforum.com/topic/choose-who-you-work-with#post-44 Wed, 06 May 2009 18:59:33 +0000 Mads Singers 44@http://callcentermanagementforum.com/ <p>Hi,</p> <p>Just found this very interesting article about choosing who you work for, as most people look at a company or a position rather then who they work for I think it's a very interesting blog post!</p> <p><a href="http://bit.ly/iUzHk" rel="nofollow">http://bit.ly/iUzHk</a></p> <p>Kind Regards<br /> Mads </p> http://callcentermanagementforum.com/topic/call-centers-problems-comming#post-5 Fri, 27 Mar 2009 17:12:49 +0000 Juugler 5@http://callcentermanagementforum.com/ <p>By now everyone are aware of the financial problems the world is facing, but a saw a interesting blog post recently around how the call centres seems to get through the crises better then most other area's, however quite a few companies have started looking at outsourcing possibilities and where companies a year ago started moving some CRM work back to the states from India and so on, we now see a massive demand for cheaper service:<br /> <a href="http://blog.tmcnet.com/call-center-crm/call-center-crm/needed-a-contact-center-makeover.asp" rel="nofollow">http://blog.tmcnet.com/call-center-crm/call-center-crm/needed-a-contact-center-makeover.asp</a></p> <p>What do you guys think are we not suffering as much as the rest of the world in this crises or is this nonsense? </p> http://callcentermanagementforum.com/topic/in-or-outsourcing#post-32 Wed, 29 Apr 2009 20:06:29 +0000 Juugler 32@http://callcentermanagementforum.com/ <p>I have been in some very interesting meetings the last couple of days, primarily around a outsourcing opportunity that have been suggested to us.<br /> The operation we’re talking about is only about 40 people out of about 900, it have been suggested to move all the Spanish support we currently do to South American as this could have some financial benefit and due to the current economic situation the senior management is looking at all options.<br /> However as I see it, we gain a lot of efficiency’s and knowledge benefit by running out operation in one place, if we outsource it to a company in SA, they need to have a structure in place etc to handle a relative small percentage of our people and with the low number of 40 I don’t see how it can be worth it. Furthermore our customers gain more and more online support which we expect will take away 7-10 heads in the Spanish group this year alone which would reduce the benefit even further.<br /> What do you guys think? And is there even more arguments I can use to support or an I not looking to the big picture?</p> <p>/Juug </p> http://callcentermanagementforum.com/topic/article-how-workforce-management-decisions-can-ruin-everything#post-18 Wed, 01 Apr 2009 16:34:15 +0000 Pete R 18@http://callcentermanagementforum.com/ <p>Hi,</p> <p>I just read a interesting article and I'm actually not sure what to think about it, in one way im extremly focused on the workforcemanagement part of things, as running a center without this is a much more scarry thing, but on the other site is really that problematic to run a call center where &quot;WFM&quot; is the ruler?</p> <p><a href="http://cmisight.com/index.php?option=com_content&amp;task=view&amp;id=772&amp;Itemid=38" rel="nofollow">http://cmisight.com/index.php?option=com_content&amp;task=view&amp;id=772&amp;Itemid=38</a></p> <p>Hope you have some interesting input's to this! </p>