What's New at The Cafe` This Week- June 6th, 2008
June 6, 2008
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Another busy week at Call Center Cafe. We hope you didn't miss any of these great articles.
Have a terrific weekend!
Call Center Cafe` staff
The last few years have seen a steady increase in the number of available call center jobs in the
With its attractive pay (most companies offer at least 15,000 pesos or $300 a month) and generous benefits, answering telephones and talking to irate callers located halfway around the world have become not only one of the most plentiful but also most attractive and sought-after jobs in the
Following are some random thoughts on the management life:
Steve Wyrostek MBA, BA
Matching - One of the most gratifying aspects of management is correctly matching people to positions or tasks. To attain this perfect union is no small achievement. In fact, matching requires a great deal of active thought. Pick up a copy of The Godfather to read a passage that provides a clear description of this process in action.
Sherri Wynters
Customer service has never been worse than it is in today's business environment. With companies trimming their budgets as much as possible, there isn't the time or money to spend on customer service skills. If it can be automated, it gets automated no matter how inconvenient it is for the customer.
By: Todd Cardin
If you ask any answering service owner what the biggest challenge that they face today almost all would answer employees. For a number of years employers have tried a number of methods to find a desirable employees to work in what is sometimes less than desirable circumstances. Today technology has delivered these answering service owners a new alternative; the stay at home operator.
By: Niels Bach
Working at home is no piece of cake. Most people understand that, but they do not really get why it can be so challenging. Outlined here are the five biggest challenges to working at home. These challenges will not stop a person from working at home but can cause a lot of problems and ruin any chance for making it in the work at home environment.
For the training group!
By: Mike Beitler
For centuries companies have used on-the-job training (OJT). OJT works because it follows much of what we know about adult learning theory. For example, we know:
1. Adults learn best when new learning can be applied immediately.
2. Much of classroom “learning” is lost because it does not transfer back to the job.
Prevent the Fire Hose Effect!
Picture it: You’re a student in a classroom. The instructor is throwing out fact after fact. At first, you listen intently, trying to grasp everything that’s going on. After about 15 minutes, your attention drifts. You try to attend, but your mind starts to wander. After trying to focus a few more times, you feel so overwhelmed (and possibly irritated and bored) that you just give up.
Hiring and interviewing
How To Be Successful At Interviews – One Tip Often Overlooked Is To Focus On What’s Not Said
By: Mark Walton
Depending on which expert you believe, up to 95% of communication is non-verbal.
So if just five per cent represents the words, why do so many interviewees rely on this single aspect to convey what they mean and understand the interviewer?
This article is all about the major part of communication – body language. Up to 60% of what you communicate is conveyed this way – so why don’t we use it?
New area on Call Center Cafe`: Business Etiquette
This category needs a home all of it's own and that is exactly what Call Center Cafe` and
In this area of the Cafe you will be able to find articles and features all directly related to business etiquette.
From how to handle yourself on a conference call to business dining tips.
Hope you find the topics of interest and don't forget to share with your counterparts and or employees.
Thank you,
Business Dining Etiquette – 10 Tips To Make A Great Impression At The Table
By: Lynda Goldman
Businss dining etiquette is a vital part of conducting business today. The most common place to conduct business today may not be at the office, or even on your cell phone. About fifty percent of business is conducted over food. The business lunch or dinner is more than a meal - it’s an important way to build relationships with your clients.
By: D Ruplinger
I have worked for large company for several years and have been on more conference calls, tele-seminars, and tele-training calls than I can remember. Those experiences have led me to develop a list of “Conference Call Tips and Etiquette” that can help make conference calls more pleasant, run smoother, and help avoid embarrassment. I’m sure the list I’ve put together isn’t all inclusive but it does cover the major things I have experienced or learned about during the course of all those calls I’ve been on.
By: Douglas Stewart
Most workplaces do not appreciate if you use your cell phone while you are supposed to be working. Many companies have implemented rules prohibiting cell phone use in work areas. If you are a person who cannot stand to be without your cell phone, there are some simple rules to ensure that your cell phone use does not interfere with your job, your supervisor, or your co-workers.
What would a week without morale builders be?
You can always laugh
So when that car cuts you off and it’s barely a miss
Don’t give them the finger, just blow them a kiss
Instead of being angry you can chuckle at their reaction
Hopefully the “road rage” will now be a retraction
By
Leadership in business management is not of epic proportions most of the time. Movies would have us think of business leaders doing heroic and super-human feats of courage. In fact, the very best of business leaders grow right out of the ranks of management, tending to the everyday humdrum gnitty-gritties that make up the bulk of most business days.
Jody Urquhart
Constant worry about what’s around the corner is a waste of energy and can cause stress and anxiety. Your quality of life will improve a great deal when you take time to live in the present moment. You do that best when you play.
Finances Hold Back Uganda Call Center - PC World
April 25, 2008
Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results.
Finances Hold Back Uganda Call Center - PC World
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Finances Hold Back Uganda Call Center
PC World - Financial challenges are holding back the launch of Uganda's first call center, being set up by Makerere University's faculty of Computing and Information …
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Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results.
Call center worker: Glitches cost ‘Idol Gives Back’ millions - Portsmouth Herald News
April 11, 2008
Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results!
Call center worker: Glitches cost ‘Idol Gives Back’ millions - Portsmouth Herald News
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Call center worker: Glitches cost ‘Idol Gives Back’ millions
Portsmouth Herald News, NH - By Gina Carbone A call center worker for “Idol Gives Back” called the process “a nightmare, to say the least,” saying some workers made less than $5 for …
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Humana prepares to open Arizona call center - Bizjournals.com
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Humana prepares to open Arizona call center
Bizjournals.com, NC - Health insurer Humana Inc. will open a new call center in Tempe, Ariz., on April 21. The 81789-square-foot center initially will employ more than 300 … Humana prepares to open mail-order prescription call center in Tempe
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Call center to pay $62000 in discrimination suit - Tucson Citizen
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Call center to pay $62000 in discrimination suit
Tucson Citizen, AZ - AP A Phoenix-area call center company has been ordered to pay $62000 and take action to prevent workplace discrimination in a settlement reached with a … Call center to pay $62K in discrimination settlement Call center fined in bias case
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911 Call Center Blamed for Young Mother’s Death - Enews 2.0
 Enews 2.0 |
911 Call Center Blamed for Young Mother’s Death
Enews 2.0, UK - Nathan thinks that the 911 call center acted with negligence. As a result, he and his attorney, Thomas Marryott , have announced their intention to file a … 9-1-1 dispatcher training called into question Murdered woman’s husband: 911 botched call Denise Lee murder: 9-1-1 caller speaks to NBC2
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VoltDelta and PossibleNOW Launch Contact Center Data and … - TMCnet
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VoltDelta and PossibleNOW Launch Contact Center Data and …
TMCnet - This application provides data services with regulatory compliance solutions for all inbound and outbound call center applications. … CRM Help for Call Compliance Offered from VoltDelta
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TMCnet Contact Center Week In Review - TMCnet
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TMCnet Contact Center Week In Review
TMCnet - Outsourced customer contact solutions provider Synergy Solutions has announced the expansion of their call center facility in Johnson City, New York. … Synergy Solutions Expands New York Call Center
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Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results!
Research Shows Banking Call Center Considerably Undervalued - TMCnet
April 9, 2008
Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results.
Research Shows Banking Call Center Considerably Undervalued - TMCnet
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Research Shows Banking Call Center Considerably Undervalued
TMCnet - In a call center, the cost of sales can be covered in the first hour of each day. The challenge is that employees are virtually never engaged in anything …
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New call centre 'to boost hospital's telemedicine research and … - Direct Response
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New call centre 'to boost hospital's telemedicine research and …
Direct Response, UK - A new call centre is to help a hospital in Berlin provide patient services and carry out research, it has emerged. The Charite University Hospital - part of … Berlin University opens telemedicine centre
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Dialogic Strengthens Hybrid Contact Center and IVR Platforms - Business Wire (press release)
 Business Wire (press release) |
Dialogic Strengthens Hybrid Contact Center and IVR Platforms
Business Wire (press release), CA - NuVoxx, a Canadian developer of hosted IVR and call center applications is in the final stages of porting their Linux-based platform to Dialogic® Host Media …
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Elmira Call Center is Hiring - WENY-TV
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Elmira Call Center is Hiring
WENY-TV, NY - ELMIRA–A Call Center in Elmira is now hiring more workers. American Customer Care expects to start filling 60 positions. They have already started to … Elmira call center to expand
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Latest: Creative Memories announces plans to close Nevada call center - St. Cloud Times
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Latest: Creative Memories announces plans to close Nevada call center
St. Cloud Times, MN - The company also said it has been reorganizing about five or six employees at its St. Cloud call center and asking them to be retrained to work in other …
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Assistant Vice President Contact Center - Seattle Post Intelligencer
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Assistant Vice President Contact Center
Seattle Post Intelligencer - Minimum three years in a Contact/Call Center or a retail branching environment with overall performance and management responsibility. … Credit Solutions Launches Integrated IT Program to Minimize Client …
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Synergy Solutions Expands New York Call Center - TMCnet
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Synergy Solutions Expands New York Call Center
TMCnet - In response to their continued growth in demand for from Synergy’s client base, Synergy has added 80 more workstations to their Johnson City call center, …
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Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results.
New call center bringing jobs to West Lubbock - LubbockOnline.com
April 5, 2008
Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results.
New call center bringing jobs to West Lubbock - LubbockOnline.com
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New call center bringing jobs to West Lubbock
LubbockOnline.com, TX - By Chris Van Wagenen | AJ BUSINESS EDITOR A Los Angeles-based company said Friday it plans to hire as many as 600 workers at a new call center in West …
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Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results.
Call center to open in Wilton - Mainebiz Daily
April 4, 2008
Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results.
DNC.com - Contact Center Compliance Do Not Call software | Home
Sky-Click: your web call-center with Skype
YouTube - Philippines Call Center Industry
Call center to open in Wilton - Mainebiz Daily
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Call center to open in Wilton
Mainebiz Daily - By Mainebiz news staff (04/04/08) A London-based financial services firm will open a call center in Wilton this June, Maine governor John Baldacci said …
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Call Center Scheduling - TMCnet
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Call Center Scheduling
TMCnet - By Stefania Viscusi, TMCnet Assistant Editor Call center scheduling plays an important role in today's call center for its ability to effectively manage and …
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Indian call center giant forms local joint venture - Manila Standard Today
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Indian call center giant forms local joint venture
Manila Standard Today, Philippines - WNS currently employs 18000 people while ACS has 6000 call center agents. Gupta said the Philippine unit of WNS was part of the company’s expansion of its …
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About $2.6M spent on 911 centers in county - Utica Observer Dispatch
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About $2.6M spent on 911 centers in county
Utica Observer Dispatch, NY - The county's call center in Whitestown handles only 911 calls. New Hartford's and Utica's centers share duties between 911 response and regular police …
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Electricity call centre on the blink - Independent Online
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Electricity call centre on the blink
Independent Online, South Africa - By Henri du Plessis Cape Town's electricity call centre is experiencing technical problems, and anyone who needs information about their electricity supply …
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TMCnet Contact Center Week In Review - TMCnet
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TMCnet Contact Center Week In Review
TMCnet - By Stefania Viscusi, TMCnet Assistant Editor Lots going on in the call center space these days. From new call center openings to contract and award wins, … ClickFox Takes Customer Experience Analytics Beyond the Contact Center
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Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results.
US firm expands call center operations to Clark - Inquirer.net
April 3, 2008
Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results.
Call Center & Answering Services | NomKa
We offer exceptional customer service, professional order taking, 24/7 support, bac k office support, and bilingual support. We work as an extension of your company! Keep
Outsourcing For Call Centers, IT, Payroll and HR
Provides outsourced call center and software services to India.
Core Communications Inc - Philippine Call Center Outsourcing
We provide low cost call center inbound services,call center philippines,call center outsourcing,call center outsourcing philippines,call center outsourcing services,call center
US firm expands call center operations to Clark - Inquirer.net
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US firm expands call center operations to Clark
Inquirer.net, Philippines - … a business process outsourcing (BPO) firm based in the United States, is expanding its Philippine operations with a new call center at the Clark …
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New York conference focuses on Israeli outsourcing opportunities - Globes
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New York conference focuses on Israeli outsourcing opportunities
Globes, Israel - Shiran added, "The Israeli at a call center who answers a call from someone, say, in Miami, might have been a neighbor of that caller. …
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NCO Receives 2008 CRM Excellence Award From Customer Interaction … - PR Newswire (press release)
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NCO Receives 2008 CRM Excellence Award From Customer Interaction …
PR Newswire (press release), NY - Customer Interaction Solutions has been the premier publication in the CRM, call center and teleservices industries since 1982. NCO has been working with … Entellium Receives 2008 CRM Excellence Award from Customer … ASC Receives 2007 Product of the Year Award Presented by Customer …
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Quality English Speakers Needed To Grow Philippine Contact Center … - PR Web (press release)
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Quality English Speakers Needed To Grow Philippine Contact Center …
PR Web (press release), WA - Call Center authority and guest speaker Martin Conboy of Drake International will share insights on the future of the contact center / BPO sunrise industry, …
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Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results.
Call Center Updates and News
March 29, 2008
Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results.
Call Center Optimization Forum
You're invited to uncover the secrets of the best call centers, and find out how to apply them in your organization! We'll reveal new call center
Call Center Demo and Conference Miami 2008
The International Customer Management Institute (ICMI) is a global leader in call center consulting, training, publications and membership services. Call Center Demo will be in
Call Center
Sarasota County Call Center One phone number connects you to Sarasota County. 941-861-5000. Contact a county department; Ask about a project or service
Call Center Monitoring, Customer Care Monitoring, Call Centers
HyperQuality provides quality monitoring services to customer care center. It's simple. Great quality costs less than poor quality. And we can prove it. At HyperQuality, we
Call Center CRM News Blog
Call Center CRM News Blog TMC's Call Center CRM blog. This Call Center/CRM blog covers Call Center news and Call Center/CRM analysis, and other customer-facing technologies.
Call Center Software | Business Software Solutions from LANAC
Call Center Software - Microsoft brand business software solutions from LANAC Technology, based in Chicago - serving Illinois, Indiana, Michigan, and Wisconsin.
Careers at GE
You’re going to notice something right away. People smile. They’re happy to come in. They feel productive and well recognized.
Call Center Jobs | Resumes Bank: Post Jobs for call center sales, help
Call Center Jobs.com posts jobs and resumes, customer support-service management jobs, Help Desk Call Center industries, contact centers reps employment for sales, support, manager
Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary results.
