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.
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Events
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ATA Indianapolis Networking Reception
February 23, 2010 from 3pm to 6pm – The Conrad Hotel
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February Mastermind Meeting
February 25, 2010 from 1pm to 2pm – online CCPF / NING chat function
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How Much Difference Does Your Difference Make?
March 3, 2010 from 3:30pm to 7pm – The Hub at The Cira Centre
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How we learned about Social Media in the Contact Center & Lived to Tell About It
March 25, 2010 from 1:30pm to 2:30pm – online
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Making Incentives Work-The Math Behind Rewarding Agents
April 8, 2010 from 1:30pm to 2:30pm – online
Groups
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Mastermind Networking
38 members
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Customer Contact Outsour…
35 members
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SMS for Call Centers
1 member
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Helping Hand
13 members
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Contact Center Consultan…
37 members
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Contact Center Publicati…
20 members
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ATA "What's Hot"
9 members
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Managers / Experts of Te…
18 members
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Contact Center Systems T…
12 members
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Customer Contact Awards
8 members
Forum
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.
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…
Started by Darren Prine in Technology Feb 4.
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.
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.
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.
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.
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.
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.
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.
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…
Started by Richard Natoli in Technology. Last reply by Ed Porter Jan 29.
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Blog Posts
Leaders vs. Managers
Posted by Erik Imes on February 4, 2010 at 5:42pm
Management Training: Handling Internal Promotions
Posted by Glenn Pasch on February 4, 2010 at 10:29am
January Newsletter- EQ in Call Centers, Social Media, IQPC review
Posted by Colin Taylor on February 3, 2010 at 4:36pm
Manager Training: Follow up, Follow up!!!
Posted by Glenn Pasch on January 28, 2010 at 5:13pm — 1 Comment
AN -ON DEMAND- CALL CENTER SOLUTION
Posted by Darren Prine on January 27, 2010 at 12:17pm
Kathryn's Blog / Response Design
Educate our Members! Sponsor Content on our Site!
CCPF Newsletters and Webinar Dowloads
Access all CCPF newsletters at: http://community.icontact.com/p/contactcenter/newsletters/june-update/
About
Videos
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Smile & Move
Added by Sam Parker
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Latest Activity
- Making Incentives Work-The Math Behind Rewarding Agents on April 8, 2010 from 1:30pm to 2:30pm
- How we learned about Social Media in the Contact Center & Lived to Tell About It on March 25, 2010 from 1:30pm to 2:30pm
- ATA Indinianapolis Networking Reception on February 5, 2010 from 3pm to 6pm
- Changes in Healthcare and What it Means to the Contact Center on March 18, 2010 from 2:30pm to 6pm
- How Much Difference Does Your Difference Make? on March 3, 2010 from 3:30pm to 7pm
© 2010 Created by Kathryn Jackson on Ning. Create a Ning Network!
