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
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Next ATA Free Webinar
Events
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Contact Center Incentives Survey Results
November 17, 2009 from 1:30pm to 2:30pm – online
Groups
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Helping Hand
11 members
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ATA "What's Hot"
5 members
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Managers / Experts of ...
14 members
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Mastermind Networking
27 members
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Contact Center Consult...
34 members
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Contact Center Publica...
15 members
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Customer Contact Awards
6 members
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Customer Contact Outso...
31 members
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Customer Contact Certi...
7 members
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Contact Center Speaker...
10 members
Forum
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.
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.
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.
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.
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.
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...
Started by Darren Prine in Technology Nov 2.
“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.
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.
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.
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!
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
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
Blog Posts
Operations Compliance Webinar coming up on Nov. 10th @ 2:00p EST
Posted by Josh Scism on November 4, 2009 at 3:47pm
The Art of Listening: A Key to Customer-Centricity
Posted by Lynn Hunsaker on October 22, 2009 at 2:00pm
Actor/Director Conversation – How to Discern Someone’s Style of Listening by Sean Pratt
Posted by Sean Pratt on October 16, 2009 at 1:50pm
ATA Convention in New Orleans a big hit!
Posted by Josh Scism on October 15, 2009 at 9:31am
The Hosted Virtual Call Center: What’s Stopping You?
Posted by Darren Prine on October 12, 2009 at 7:03pm
Kathryn's Blog / Response Design
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CCPF Newsletters and Webinar Dowloads
Access all CCPF newsletters at: http://community.icontact.com/p/contactcenter/newsletters/june-update/
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