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, 2009.

Unsolicited Member Contact

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

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!

Next ATA Free Webinar

 

Forum

Megan Starr

Staffing Adherence 4 Replies

For hourly employees, how do you keep track of shift adherence?  Do you require Reps to be available to take calls at the beginning of their shift or be in the office at the beginning of their shift?…

Started by Megan Starr in Available Resources. Last reply by Bill Haeffner 2 hours ago.

Darren Prine

UNLOCKING THE DOOR TO VIRTUALIZATION: A 25 year call center veteran shares his views on virtual call center platforms

Hello friends! I wanted to share a fantastic new article with you entitled Unlocking The Door To Virtualization. It was written by my friend and associate, Tyrone Wilson.is a Call Center consultant…

Tagged: center, call, virtual

Started by Darren Prine in Technology Feb 4.

Jason Allen

Making Personnel Decisions based on Quality Monitoring Scores 4 Replies

I am in the process of setting up a Quality Monitoring Process for a large public service (crown agency in Canada) organization, and am looking at the avg. number of calls monitored per agent (as rep…

Tagged: Performance, Management, Coaching, Scorecard, Scores

Started by Jason Allen in Measures and Standards. Last reply by Jason Allen Feb 4.

John Willcox

UK TPS Campaign With Daily Payment 1 Reply

Hi Member's,   We are Looking for Centers who can Dial for UK TPS Campaign. Payment Cycle Daily,Please find the attached the file for scripts provided.   Apart from this we have four other campaigns…

Started by John Willcox in Sourcing - Outsourcing, Insourcing, Off Shoring, BPO. Last reply by John Willcox Feb 4.

Marquisha Bridgeman

A public response to several inquiries: When and where is compliance training?

Many have called and asked so I decided to respond publically to answer as many of your questions as possible.  This week the American Teleservices Association (ATA) announced updated content for its…

Tagged: call, FTC, training, no, do

Started by Marquisha Bridgeman in Available Resources Feb 4.

Melinda Gonzalez Sandlin

Bahrain Visit 1 Reply

I will be traveling to Bahrain on Wednesday, 3 February 2010 if you need me. I will be visiting a Contact Center and speaking with investors.  For all Bahrain members, do let me know if you would lik…

Started by Melinda Gonzalez Sandlin in Available Resources. Last reply by Melinda Gonzalez Sandlin Feb 4.

Dan Bergstrom

Hosted Solutions and Partnerships 5 Replies

I am looking for consultants that are interested in learning more about hosted call center solutions (SaaS). It is very important to stay on the cutting edge of technology and know what is out there.…

Tagged: saas, IVR, partnership, acd, hosted

Started by Dan Bergstrom in Technology. Last reply by Business Case Pro Feb 2.

Kathy Rodine

Quality Monitoring/Auditing Staffing 10 Replies

Would anyone be willing to share what their staffing ratio for quality monitoring to # of agents is (ie 1 auditor to 30, 40, 50 agents?) I realize there are many factors that will impact this (length…

Started by Kathy Rodine in Available Resources. Last reply by Tom Vander Well Feb 2.

Bill Haeffner

Member Info Request RE Outsource Chat and how to charge 9 Replies

I have a customer who is looking into outsourcing chat but they do not know the "common" way companies bill for this service.  Are there any members that outsource their chat?  If so, what fee struct…

Started by Bill Haeffner in Available Resources. Last reply by Bill Haeffner Jan 30.

Richard Natoli

Expert Advice Needed 2 Replies

I am investigating a new call center phone system.  I have found an available system as described below. Can anyone provide any feedback on this system?  Inter-Tel 5600 PBX Unit   This system is…

Tagged: VoIP, Phones

Started by Richard Natoli in Technology. Last reply by Ed Porter Jan 29.

Surveys: Sponsor One Today!

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

Blog Posts

Erik Imes

Leaders vs. Managers

Posted by Erik Imes on February 4, 2010 at 5:42pm

Glenn Pasch

Management Training: Handling Internal Promotions

Posted by Glenn Pasch on February 4, 2010 at 10:29am

Glenn Pasch

Manager Training: Follow up, Follow up!!!

Posted by Glenn Pasch on January 28, 2010 at 5:13pm — 1 Comment

Darren Prine

AN -ON DEMAND- CALL CENTER SOLUTION

Posted by Darren Prine on January 27, 2010 at 12:17pm

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

Dilbert Daily Strip

 
 

Latest Activity

Marquisha Bridgeman updated an event
February 23, 2010 from 3pm to 6pm
Come meet contact center professionals from the Indy Metro area to learn more about opportunities for your company and your own career path. Hear an Industry Update from ATA's CEO Tim Searcy Introduce Yourself to Potential Clients and Vendors Share…
1 hour ago
Kathryn Jackson added 2 events
2 hours ago
I would be interested in your written policy if you are in a position to share it. I think for legal issues your HR department should have already explored those issues when they reviewed and approved your policy since it is a new or change in curre…
2 hours ago
Ahmed Ragab Rabea is now a member of Contact Center Performance Forum (CCPF)
yesterday
Glenn Pasch updated their profile photo
on Saturday
muhammad ahsan and Ranajit Das joined Contact Center Performance Forum (CCPF)
on Saturday
on Friday
Marquisha Bridgeman added 4 events
on Friday
Not sure if I'll be there or not but can tell you that those of you in the DC area and close by ought to join your peers at this event. I know that there are a lot of ATA Members in the area who know us and Williams Mullen law firm and this is a gre…
on Friday
Darren Prine added a discussion
Hello friends! I wanted to share a fantastic new article with you entitled Unlocking The Door To Virtualization. It was written by my friend and associate, Tyrone Wilson.is a Call Center consultant and has over 25 years experience in Call Center Op…
on Thursday
Chris Liebner updated their profile
on Thursday
Chris Liebner is now a member of Contact Center Performance Forum (CCPF)
on Thursday
Erik Imes added a blog post
I dug up an index card out of my files titled LEADERS VS. MANAGERS. I found it on a blog. Unfortunately, I didn't write down the url, so I can not give credit where credit is due. Take a look: LEADERS * Develop * Focus on people. * Inspire trust.…
on Thursday
I agree Glenn. I have read several times that trainees lose about 75% to 85% of what is trained. Training in call centers is filled with a ton of information and at a very fast paced. Continous feedback is paramount. But I feel many organizations fa…
on Thursday
At one organizaton I worked for we had a 15 min. meeting prior (not on Mondays) to taking calls. My team's time to be on the phones was 7:00 am, so I had a team meeting at 6:45. I ended the meeting at 6:55 or 6:57. We let them clock in 5 min. earlie…
on Thursday
Thanks Richard, that's great food for thought.
on Thursday
Hi Member's, Thank you for the overwhelming responses It was heartening to see the number of emails that I received in response to my post. We are still looking for few more Quality Center's for the campaign. Cheers. John Willcox johnwillcox@li…
on Thursday
Glenn Pasch added a blog post
In many industries, companies pride themselves on promoting managers internally. There are many benefits to grooming managers from within: They already know the systems, are comfortable in the environment, and have proven they want to work for the c…
on Thursday
Marquisha Bridgeman added a discussion
Many have called and asked so I decided to respond publically to answer as many of your questions as possible.  This week the American Teleservices Association (ATA) announced updated content for its 2010 ATA Compliance Education Series.  Six cities…
on Thursday
I am back in Kuwait
on Thursday
 

© 2010   Created by Kathryn Jackson on Ning.   Create a Ning Network!

Badges  |  Report an Issue  |  Privacy  |  Terms of Service

Sign in to chat!