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Call Center Confidential
This podcast series features stories and
insights from professionals in the call center industry. Short
interviews will cover the nature and challenges of the industry, offer
historical perspective and demonstrate how performance management
impacts the landscape. Sponsored by AIM Technology, Call Center
Confidential will neither pitch nor endorse particular products. Rather,
our goal is to inform and entertain audiences who are themselves engaged
in the business of contact centers.
Episode #1 – Evaluating Call Center Excellence
Over the years, Tom Hammond has come to understand what makes a call center great and how to measure the performance of his agents. In this episode of Call Center Confidential, Tom describes the areas of improvement on which he focuses and how technology has impacted his ability to improve the customer experience.Flash is required to listen to the podcast.
Please register to listen to our other informative podcasts.
Episode #8 – Improving the Customer Experience
Dave Howard, joint-founder of UK-based company Insight Now, experts in pioneering improvements for customer experiences, talks to Call Center Confidential about recruiting and retaining quality call centre agents.
With contact centres focusing on maximum customer satisfaction, helped by multiple technological and systematic processes, Dave discusses methods for the engagement of employees to help pinpoint gaps in service delivery, increase staff motivation and measure and deliver customer satisfaction.
Dave talks about potential mistakes which can be made during the recruitment and retention processes and provides advice for maintaining a high quality level of staff.
Episode #7 – Effective Training for Contact Center Agents
Faith LeGendre believes that "learning never ceases," and she has successfully led large, cutting-edge training programs with great results. Winner of Training Magazine's 2008 "Trainer of the Year", Faith understands how people assimilate and retain knowledge. One of her unique contributions to developing course materials include 'niblets' or bite-size chunks of information that can be presented in many formats. 'Niblets' are best internalized and reinforced when incorporated into business practices, as Faith explains in this episode of Call Center Confidential.
Episode #6 – A Commitment to Quality
Paul Cooper, director of the UK-based Institute of Customer Service, talked to Call Center Confidential in the run-up to National Customer Service Week 2008. Paul discusses how contact centers can increase revenues by focusing on customer service, maintaining staff and management commitment to metrics, delivering quality as well as speed of call resolution, celebrating staff achievements, and embracing technology.
Episode #5 – Virtual Agents, Real Results
Contact centers have relied on work-from-home agents for well over a decade, and the technology continues to evolve to support the business model. Flexible scheduling, low overhead costs and access to subject matter experts are a few of the benefits associated with at-home workers. In her current role, Connie Adcock manages 7500 work-from-home agents. In this interview, she explains some of the reasons behind the growth in virtual call centers as well as some of the logistics in how these operations work.
Episode #4 – Dashboards and Planning
Chip Nickolett believes aligning business goals with IT plans is essential, as is team building and communication. This adds incredible value to an organization by delivering tangible results that provide a true business benefit. In this episode of Call Center Confidential, he discusses best practices in dashboard design and how dashboards help contact center employees focus on performance improvement.
Episode #3 – Processes in Call Center Performance
Paul Smedley, executive director of the Professional Planning Forum, believes the key factors behind a contact center's success in ensuring customer satisfaction are the ability to plan, set targets and analyze processes. In this episode of Call Center Confidential he discusses how top quality contact centers do this.
Episode #2 – The Evolution of Call Centers
Maile George has worked in call centers for 22 years, and in this episode of Call Center Confidential she shares how the industry has evolved, thanks to advances in technology. As someone who evaluates and advises call center agents for Bank of America, Maile is clear on the best practices that leads to call center excellence. Maile also happens to be blind and in the call center industry, she's found a career that enables her to perform every bit as effectively as a sighted person.
With AIM, we are more productive and managers can spend more time working with customers
and agents
--Wyn Lloyd-Jones, Barclays Bank PLC