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Call Center Times - August Newsletter

August 1, 2020

August Newsletter from Call Center Times

This isssue features the following:

Resiliency: A Key Service Mentality
By Nancy Friedman, Founder / Chairman, Telephone Doctor Customer Service Training; Customer Service Keynote Speaker

Stimulate Your Team's Mental Health Amidst COVID-19 With These 10 Principles
By Trisha Farrow, Director Client Partnerships, Versique Search and Consulting 

How Much Is My Call Center Worth? Examining Value In A Seller's Market.
By Richard Kommit, President, Kommit & Company

The Comprehensive Dialer Buyers Guide for call centers
Submitted by CallShaper

Rethinking How You Connect With Your Customers
By Umesh Sachdev, Co-founder and CEO, Uniphore

Challenge Solved! - An Advice Column For Contact Center Managers
Submitted by Ulysses Learning

Are You Measuring Productivity or Just Activity?
Submitted by ASLAN

Reduce Your Call Center Costs While Improving CX
Submitted by Outsource Consultants

Managing A Remote Workforce
Submitted by XACT

COVID-19 KPI's To Measure Your Productivity
By Simon Hedaux, Founder and CEO, Rethink Productivity

Call Center Workforce Management Strategies: Evolving With The Pandemic
By Bill Messer, Practice Director, Hire Dynamics

Six Difficulties Companies Face When Transitioning From Brick And Mortar To Virtual
By Lidia Bertesteanu, Content Marketing Expert, NobelBiz

STUDY: Can Small Tweaks To Training Programs Lead To Huge Performance Gains?
By Katrina Demulling, Director, SYKES Institute

Remote Call Center Technology Spotlight: Agent Onboarding & Training
Submitted by Cloud Call Center Search

Building A Contact Tracing Center: How Do We Go About It?
By Brad Snedeker, Director, Product Marketing, Calabrio

Addressing Barriers To Effective COVID-19 Contact Tracing
Co-authored by James Garvert and Robert McKay, Neustar

Handling Heavy Volume: Good Customer Service Is An Interactive Experience - Part 1
By Steven Petruk, President, Global Outsourcing division, CGS

Effective Leadership vs. Management
By John Tschohl, President and Founder, Service Quality Institute, Minneapolis, MN

How Voice Analytics Can Improve Your Customer Service
By Chris Robinson, Director and Executive Chairman, Awaken Intelligence

After 30+ Years, Has The IVR Run Its Course?
By Michael Cutlip, President & CEO, The Authoriti Network, Inc.

Employment Opportunity: Fortune 500 Retailer CarMax Now Hiring For More Than 750 Contact Center Jobs

Premier Contact Center Opportunity  

Complimentary Webcast: Tuesday, August 11th - Best Practices - CX Megatrends to Watch in 2021 - CallMiner and NICE inContact

Complimentary Webcast: Thursday, August 13th – Setting Performance Goals and Scorecards – Presented By Sharpen

Complimentary Webcast: Thursday, September 17th - Seamless Customer Experience - Combining AI, VA with Live Agents- Featuring Verint and NICE inContact

Press Release: The Future Of Live Engagement Is Here - Submitted by Vee24

Advertorials by:

Quality Contact Solutions
Premium Contact Center Opportunity
Great Lakes Communication Corp - GLCC
Outsource Consultants
Ulysses Learning
TASKE Technologies





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