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

Kathryn Jackson

What's Keeping You From a Customer Experience that "Rocks"? Watch a short flash presentation with a few of the hurdles we all experience! 3 Replies

I made this little presentation for a session I was giving entitled: 1001 Ways to Optimize Your Customers' Experience. It communicates a few of the contact center hurdles that we all face at one ti...

Tagged: customer experience, We will rock you, Queen

Started by Kathryn Jackson in Customer Experience. Last reply by Brad Totten 4 hours ago.

Marquisha Bridgeman

Good question: How Will the Healthcare Debate Impact Contact Centers?

Many of the issues in the news have a potential impact on contact center operations and/or business development opportunities within the teleservices industry. I read an interesting article that I ...

Tagged: Tim, Searcy, ATA, healthcare, centers

Started by Marquisha Bridgeman in Available Resources 6 hours ago.

Darren Prine

COST COMPARISON – VIRTUAL VS EQUIPMENT BASED CALL CENTER PLATFORMS

When a company is faced with the critical decision of choosing the platform to base their call center operations on they are faced with a new set of options. The old traditional model of equipment ...

Tagged: virtual, center, call

Started by Darren Prine in Technology 9 hours ago.

Simar Team

TRAVEL SALES - US and CANADA 2 Replies

We are seeking outbound call centers to sell our Travel Packages at a discounted price. Packages available are for 5 days and 4 nights (accommodation only) to be sold at $59, $99, $199 and $299. Co...

Tagged: International, World, Process, Simar, Outbound

Started by Simar Team in Business Opportunities. Last reply by Peter Yanez Nov 19.

Tami J. Miller

Is your Call Center looking for NEW proven product to sell in this economy? 1 Reply

Member of ATA. We are looking to secure new Call Centers for our products currently B2C. We are also in development and negotiation with other products. Our current product is an outbound ID Theft ...

Tagged: center, call, b2c

Started by Tami J. Miller in Sourcing - Outsourcing, Insourcing, Off Shoring, BPO. Last reply by Peter Yanez Nov 18.

Rafael Manzon

What happened when the ATA went to Lima, Peru

In this economic time, even companies who may have found outsourcing unlikely have started to consider offshore as a viable money saving option. We often hear about outsourcing and off shoring to I...

Tagged: centers, call, contact, ATA, Searcy

Started by Rafael Manzon in Available Resources Nov 18.

Bill Haeffner

ACD Routed Training Session? 12 Replies

Would you find it helpful if your phone system would deliver short training modules to your staff without the need for the agent to log off to another system? Here is the thought, new multi-media ...

Started by Bill Haeffner in Available Resources. Last reply by Jennifer East Nov 18.

Evelyn Bitungga

Language Concern - I need help pls 6 Replies

Hi Team, This is more about creating a module and what needs to be included in the module to address a certain language concern. I was speaking with a group of technical representatives and they ...

Started by Evelyn Bitungga in Training. Last reply by Maggie Dsilva Nov 18.

Michael O'Connell

Contact Management Software 6 Replies

I'm realatively new to managing a contact center and am starting to research the replacement of our contact managment platform. The primary function of the exsiting platform is to manage our histor...

Started by Michael O'Connell in Technology. Last reply by Bill Haeffner Nov 13.

Kathryn Jackson

Are You Shadowboxing with Data? Are you measuring "good numbers" rather than "good performance"? 1 Reply

I love this phrase (shadowboxing with data) and its definition. It fits so appropriately with what happens too often in our contact centers. We think performance is perfectly reflected in the metri...

Tagged: measurement, performance, shadowboxing

Started by Kathryn Jackson in Operations and Management. Last reply by Bill Haeffner Nov 13.

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

Blog Posts

Erwin van Lun

49 virtual agent/chatbot developers + 3

Posted by Erwin van Lun on November 19, 2009 at 11:36am

Colin Taylor

Inside the Mind of the Outsource Agency

Posted by Colin Taylor on November 12, 2009 at 1:40pm

Lynn Hunsaker

The Art of Listening: A Key to Customer-Centricity

Posted by Lynn Hunsaker on October 22, 2009 at 2:00pm

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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About

Kathryn Jackson Kathryn Jackson created this social network on Ning.

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Latest Activity

Jeff Sharp, Brad Totten, Jana Hofmannová and 3 more joined Contact Center Performance Forum (CCPF)
3 hours ago
Thanks Kate, this was AWESOME. You always come across those pearls just when we need them.
4 hours ago
6 hours ago
Marquisha Bridgeman added a discussion
Many of the issues in the news have a potential impact on contact center operations and/or business development opportunities within the teleservices industry. I read an interesting article that I wanted to share with my fellow "CCPF Socialites". ...
6 hours ago
Darren Prine added a discussion
When a company is faced with the critical decision of choosing the platform to base their call center operations on they are faced with a new set of options. The old traditional model of equipment based versus the emerging one of those provided vi...
9 hours ago
Terrific. Glad you can use it! Also, don't know if you have watched the short "Lightbulb" videos I also attached to the site. I have also gotten feedback that people are successfully using those in management training session (How to make a PBJ, L...
9 hours ago
This is GREAT!!!!!!! Thank you - it will fit right into the coaching management sessions I have been delivering to our Mgmt team. Its GREAT!!!!!!
9 hours ago
Martin Donegan updated their profile
10 hours ago
Mike Burke updated their profile photo
yesterday
Kathryn Jackson added a discussion
I made this little presentation for a session I was giving entitled: 1001 Ways to Optimize You Customers' Experience. I thought I would share it with all of you - just for fun. Music credit: "We Will Rock You" by Queen
yesterday
Erwin van Lun added a blog post
Did you ever search for an overview of chatbot/virtual agent developers? Most likely, it was very hard to find. Well, we are happy to announce that from now on, life will be easier! Chatbots.org has identified 49 professional chatbot developers a...
yesterday
How is this campaign working out? I may want to take a second look. Please call me at 954-600-2428 Peter Yanez
on Thursday
If you are looking for an outsourcing partner then you will want to look here first! If you provide outsourcing services to the customer contact industry then you will want to post here.
on Thursday
Members looking for a certification - employee or center will be able to look here to find a resource that fits. Certifying agencies can post their info here.
on Thursday
This is the group where we, as members of a community, extend a hand to help. If you have something to donate or offer at a discount, post it here. If you know of an opportunity, post it here. If you have a creative "helping hand" idea please share!
on Thursday
The Speaker's Bureau is a reservoir of talent for our members' next keynote or workshop event. Speakers promote your expertise and experience using the data form.
on Thursday
The intent of this group is to support managers and experts of technical support operations by collaborating on best practices, tools, training, and job opportunities.
on Thursday
The intent of this group is to support customer contact professionals who have technical questions about their customer contact systems.
on Thursday
Need to find a benchmark or a benchmarking organization for your customer contact organization? You'll be able to find it here! Companies offering benchmarks / benchmarking services, fill out the form now!
on Thursday
Hi Tami, I am an ATA member and interested in finding out more about this campaign. Please call me at 954-600-2428 Best Regards Peter Yanez
on Wednesday
 

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