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Call Center Times - January Newsletter

January 1, 2020

January Newsletter from Call Center Times

This issue features the following:

Nine Purposeful Leadership Traits For Call Center Leaders
By Greg Alcorn, CEO, Global Contact Services (GCS)

How To Handle An Upset Caller
By Nancy Friedman, Keynote Customer Service Speaker, Founder, Telephone Doctor Customer Service Training

Contact Maximization Strategies
Submitted by CallShaper

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

Keeping The Context - Why Lose What You Already Know?
By Eric Klein, COO and Co-Founder, Cloudonix Inc.

Prospecting In Sales Requires Relationship Building. Does Your Team Know How? By Tom Stanfill, ASLAN Training, CEO

Research - Turning Call Centers Into Profit Centers: Bridging The Perception Gap With Call Analytics
By Matt Buchanan, Co-Founder, Service Direct

Ten Ways To Use An Outbound Telemarketing Partner
By Megan Hottman, Operations Manager and Brand Evangelist, Quality Contact Solutions 

Getting The Most Value For My BPO - Part 1: Determining Goals, Defining Value, and the Mechanics
Submitted by Outsource Consultants

Nine Ways To Grow Your Business And Save Money At The Same Time By Outsourcing Call Center Service
By David Miller

International Labor Pool For Call Centers
Submitted by CallShaper

Winning The East And West African Markets In The United States And Abroad
Submitted by Akorbi

Case Study: The Right Healthcare Call Center Makes The Difference
Submitted by Call 4 Health

Don’t Make Me Tell You Twice – The Biggest “Don’ts” for Successful Omnichannel Experiences By Cloud Call Center Search

Leading And Making A Difference
By John Tschohl, President and Founder, Service Quality Institute 

2020 Cybersecurity And Payment Predictions For Call Centers
By Gary E. Barnett, CEO, Semafone

White Paper: 2019 Workplace Productivity And Communications Technology Report
Submitted by Mitel

2020 Contact Center Technology Predictions
By Darrin Bird, EVP, TCN

White Paper: Idea Management 101 - The Ultimate Guide To Driving Innovation
Submitted by Idea Drop

Genesys Success Story: Online University Makes Education Personal And Boosts User Experience

Complimentary Webcast: Thursday, January 16th - Can We Just Talk? - What You Really Need to Know About Contact Center Stuff but Were Afraid to Ask – CrmXchange

Complimentary Webcast: Tuesday, February 11th - Preparing for the Future of WFM - NICE and Verint

Rutherfordton, NC Contact Center Available Today!

Call Center Buyer’s Guide Brochure

Call Center Book of Lists – 2020 Edition

Leading Providers of Call Center Products and Services for 2020 – A Call Center Times’ Guide






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