Contact Center Performance Forum (CCPF)

Improve your customers' experience, call center and contact center performance by collaborating with other experienced professionals.

Notes

CCPF Participation Guidelines

Created by Kathryn Jackson Mar 31, 2009 at 12:59pm. Last updated by Kathryn Jackson Mar 31.

Unsolicited Member Contact

Created by Kathryn Jackson Feb 18, 2009 at 10:03am. Last updated by Kathryn Jackson Mar 31.

CCPF Webinar Countdown

Respect for our members and this site

This site is to improve the performance of our members' contact centers and customer experience by leveraging the knowledge of others. It is not intended to promote specific products or services. While vendors may join the site, we ask that there are no sales pitches or blatant use of this site to promote a specific company or its products. Certainly when a product or service meets a member request / need, it can be suggested. Our goal is value-add insights.

When you sign up, you will receive periodic newsletters and announcements (e.g., job postings from companies, product opportunities) from iContact. If you don't want to receive these simply "unsubscribe" when you get the first one and you will be taken off of the list.

Thank you!

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Forum

Matthew Van de Voorde

Contact center broker suggestions? 6 Replies

We are a WA State based nonprofit organization with a call center looking for a project. We have some work in the pipeline, for 1st and 2nd quarter next year, but want to start a crew on something ...

Started by Matthew Van de Voorde in Business Opportunities. Last reply by ntvinh986 1 day ago.

Andrew Rzepczynski

Top 10 issues facing internal Call Centers 9 Replies

I'm looking for a comprehensive list of top issues facing internal call centers.

Tagged: internal, centers, call, issues, top

Started by Andrew Rzepczynski in Operations and Management. Last reply by Andrew Rzepczynski Nov 5.

Kathryn Jackson

Acoustic shock recognised as call centre hazard 2 Replies

An interesting article on how "acoustic shock" may be underestimated (and under diagnosed) in our call centers. Something to consider when you listen to the ambient noise in your center. "Increasi...

Tagged: sound, noise, ambient, shock, acoustic

Started by Kathryn Jackson in Operations and Management. Last reply by Richard Kenny Nov 4.

Kathryn Jackson

Free Ebook on Behavioral Analytics

In case you need a free source of information on behavioral analytics for your team this site provides a complimentary download of an ebook immediately after a short registration. Description: Beh...

Tagged: ebook, analytics, behavioral, behavior

Started by Kathryn Jackson in Available Resources Nov 4.

Marquisha Bridgeman

Do you know someone who will be attending the international conference in Lima, Peru?

Chief Executive Officer Tim Searcy and Director of Business Affairs Rafael Manzon of the ATA will be speaking in Lima, Peru during the region’s largest conference, 2009 Congreso de Contact Center &...

Tagged: ATA, teleservices, contact, Searcy, Tim

Started by Marquisha Bridgeman in Available Resources Nov 2.

Darren Prine

ManagedServiceProviders.biz posts independent experts reviews of Northwinds Contact Solutions Virtual Call Center platform

ManagedServiceProviders.biz, a new online magazine for the managed services industry, conducted a Technology Test Drive of Northwinds Contact Solutions Virtual Call Center Platform. Industry expert...

Tagged: center, call, Virtual

Started by Darren Prine in Technology Nov 2.

Marquisha Bridgeman

“Improving Your Call Center Operation: Essential Building Blocks for Today and the Future”

September 23, 2009, Omaha, Nebraska: The Midwest Chapter of the American Teleservices Association (ATA) announced the topic of its upcoming meeting in Omaha, Nebraska. The title of the day-long eve...

Tagged: Teleservices, Association, teleservices, American, ATA

Started by Marquisha Bridgeman in Available Resources Oct 29.

Darren Prine

Great article today on CP Wire about the benefits of At Home agents in case of a pandemic or natural disaster

Benefits of At Home agents in case of a pandemic or disaster. You can read the article at: http://bit.ly/KrjQq Enjoy! Darren Prine Director of Strategic Partnerships Northwinds Contact Solutions...

Tagged: agents, home, at, pandemic

Started by Darren Prine in Strategy Oct 28.

Darren Prine

Question regarding the best organizations to join for contact center vendors/consultants 2 Replies

Hello friends, I wanted to get your feedback. As a vendor to call centers, what are the best organizations for me to join which will allow me to socialize and network with contact center consultan...

Started by Darren Prine in Miscellaneous. Last reply by Darren Prine Oct 28.

Kathryn Jackson

The Service Recovery Paradox: Dispelling the Myth

Sometimes we think of our service organization like Captain Smith does in the following quote: "I cannot imagine any condition which would cause a ship to founder. I cannot conceive of any vital d...

Tagged: justice, service recovery

Started by Kathryn Jackson in Customer Service, Satisfaction, Loyalty Oct 28.

Current Surveys: Contact Center Incentives - Participate Now!

Contact Center Incentives - Sponsored by Snowfly (www.snowfly.com)

Click Here to take survey

The purpose of this survey is to determine how contact centers are approaching the topic of incentives. The goal is to describe what each center is doing, how much it costs, and how effective the process is. Once the analysis is complete, participants will be able to compare their performance against the benchmarks of similar companies to determine improvement opportunities.

In exchange for completing this survey and providing valuable data, all participants will receive at no cost a detailed aggregated and blinded results report. All information you provide to Contact Center Performance Forum (www.contactcenter.ning.com) via this survey will remain confidential to other benchmarking participants and non-participants alike.

An overview of the results will be presented in a webinar November 17. This overview will also be available for download.

Remember, CCPF is always looking for vendors/consultants who want to sponsor custom educational surveys for our members. To learn more go to: http://www.contactcenterperformanceforum.com/Sponsor_Opportunities.html

Contact Center Performance Forum Bookstore

Below is a link to our bookstore (books available on Amazon categorized by call/contact center topics). You will not be leaving the site when you click below. And, the new page has a link back here to this CCPF main page! Please let me know any books that you think should be added as a resource to our other members (kjackson@responselearning.com).

Click Here to enter bookstore

Featured Publication
Want your publication to be featured in our bookstore? Learn how at http://www.contactcenterperformanceforum.com/Sponsor_Opportunities.html

Kathryn's Blog / Response Design

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Educate our Members! Sponsor Content on our Site!

Help us provide continually fresh and value-add content to our members. Sign up now to include your educational RSS feed on our site. Learn more about site sponsorship at http://www.contactcenterperformanceforum.com/Sponsor_Opportunities.html

CCPF Newsletters and Webinar Dowloads

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ntvinh986 is now a member of Contact Center Performance Forum (CCPF)
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Sandy Daniels Telmar saves ATA members 25% on repairs and purchases of agent sets and system boards. We are certified on a multitude of product platforms
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mahi manral, Kari Britton, Linda Fawcett and 3 more joined Contact Center Performance Forum (CCPF)
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Peter Schuster Networking, industry news and business development.
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Ray, I'd be interested in further conversation on this subject. We can take it out of this forum, email me at andrew@icontsi.com and we can engage. Andrew Rzepczynski EVP - ICON Business Solutions
on Thursday
Marquisha Bridgeman added a discussion to the group Helping Hand
During our recent Convention & Expo, the ATA presented "2009 Making a Difference Awards" to recognize outstanding philanthopic service in communities across the country. I wanted to share their accomplishments and hopefully inspire other companies...
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A lot of the cutting edge thinking on this comes from Europe. Over here, companies that value the wellbeing of their employees are moving to advanced second generation solutions that go beyond just limiting sounds that are extremely loud. The real...
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Richard Kenny, Ashutosh Anand and Cheryl Wiles joined Contact Center Performance Forum (CCPF)
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Josh Scism added a blog post
Please join our webinar hosted by none other than super Kay Jackson and CCPF, sponsored by Contact Center Compliance Corporation, Neustar and PossibleNOW, scheduled for November 10th, 2009 at 2:00p EST. We will be covering elements of back office ...
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Chad Vande Lune updated their profile
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Kathryn Jackson added 2 discussions
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Good Morning. We address each and every one of these in a proactive way.. Our Call Centers do not suppport 1,000's of agents, rather we focus on the Mirco Service Center space between 10 and 100 agents. Each program is custom tailored and custom m...
on Wednesday
Sara Diaz updated their profile photo
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Andrew, I would welcome the opportunity to speak with you as well in regards to your strategies for providing the highest levels of Service Excellence to your high end clients. Regards, Ray Klostermann VP, Centris Information Services 877.827.87...
on Wednesday
This makes choosing the right headset for your call center even more important. Here is some information regarding Jabra's PeakStop technology. I hope you'll find it to be helpful!
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