Call Center Cafe Membership Update

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Over the past week I have received over a 100 emails asking me when will the call center membership site be open.  Instead of responding to each email, I decided to do an update through this method.

Good news is that the call center cafe team is working day and night to update all of the powerful content we have for our current members as well as for our future members.  You guys are really going to like the new format.

We have so much outstanding content, in so many of the critical areas of operating, and supporting the effective performance of a call center, that the job of migrating everything to our new platform has become a larger task than we had originally thought.

To make sure you receive all of the updates, plus the hot call center news the simply visit our Community page.

If you're wondering what is inside the membership are you should visit our membership tools area to get an update.  This area explains the main topics area within the Call Center Cafe Membership site.  You won't be disappointed!

Today our team was working on The Manager's Booth.  This area includes Leadership and Management Material as well as Performance Management material.  During our update we focused on the following areas:

The Manager's Booth - Main area

• Listening Skills - Communication Key     
• Setting Goals For Success           
• Managing Discipline      
• Wall Meetings
• Customer Service and Sales Articles      
• Coaching
• Team and Individual Competition Ideas      
• Coaching For Improved Performance
• The Importance of Training      
• How To Confront Poor Performance
• Performance Management Cycle      
• Performance Management at a Glance

Key Input/Output Spreadsheets…

• Inbound Pricing Model       
• Outbound Pricing Model
• Variable Cost of Goods    

We also completed the Listening Skills/Communications Area with the following information…

• The Importance of Listening Skills
• Listening Behavior
• Listening Self-Assessment Exercise
• Listening Habits
• Good Listening Skills
• Types of Poor Listeners
• Characteristics of Effective Listeners
• Tips for Effective Listening
• Call Center Cafe Article - Are You Listening?
• Listening To Customer - 5 Tips

Progress is slow but well worth the wait.  I just hired two more call center professionals to help with content and design.  This is really going to be a great place to come find out the latest call center best practices and to communicate with other members.  Make sure you come back in a few days to find out when we are going to open our doors.

Thanks!

GM