http://www.customerserviceking.com Call Centers ~ CRM ~ Customer Service Jobs ~ Business Outsourcing Wed, 30 Jul 2008 17:08:16 +0000 http://backend.userland.com/rss092 en Yet another thought crossed my mind.  Though I agree one has to understand the client’s culture and learn how to adapt to the customers on the phone, great customer service or sales is technically being true to one’s self.  The technicality of knowing American facts can be helpful but it ... http://feeds.feedburner.com/~r/CallCenterScript/~3/352981370/foreign_executives_advise_us_t.html My colleagues and I are planning a series of call center seminars sometime September or around October. I will need your opinion and request if you could answer the following questions. You can answer through here or can email me directly at callcenterscript at gmail dot com. ... http://feeds.feedburner.com/~r/CallCenterScript/~3/352981371/survey_call_center_seminar_ser.html It’s your first break after a few hours on the phone and you only have 15 minutes!  Oh my! What a dilemma.  You want to just get out of your chair and do more than just stretch.  Are you hungry?  Are you a smoker?  Perhaps you want to ... http://feeds.feedburner.com/~r/CallCenterScript/~3/341332210/the_dilemma_how_to_use_your_15.html It is a strategy that most companies adopt to keep people in the company for at least 3 to 6 months.  This assures that training hours weren’t wasted and is a way to cut down “No Call No Shows” during this stage.   It is sometimes referred as a ... http://feeds.feedburner.com/~r/CallCenterScript/~3/337816145/post_5.html IBM’s India Research Laboratory has web-based software that initially was developed for a call center in India to raise its agent’s English proficiency.  The tool seems to be like a real time online game that makes learning more fun.  It gives out a score on pronunciation, grammar and comprehension.As I’ve ... http://feeds.feedburner.com/~r/CallCenterScript/~3/334894526/interactive_language_technolog.html In line with my continuous effort to provide different perspectives on the industry, I would like to reach out to the hundreds of fellow call center bloggers out there.   This will complement my Reader’s Corner segment focusing on what YOU have to say with a brief introduction and ... http://feeds.feedburner.com/~r/CallCenterScript/~3/331887399/fellow_call_center_bloggers_ti.html IBM Research Labs have developed new technology to mask and protect private information captured by call centers.  It utilizes speech analytics to identify sensitive data that can only be accessed by authorized personnel.  Not only does it scan audio recordings but can also do so with recorded screen data.  Read ... http://feeds.feedburner.com/~r/CallCenterScript/~3/329854699/ibm_technology_protecting_call.html Our guest blogger today is John Joseph, Vice President of Corporate Marketing at Envox Worldwide. He manages worldwide marketing, including corporate and marketing communications, product management and marketing, and all 3rd party marketing for the company.With all the news out there it’s hard to decipher what’s important and what’s not. ... http://feeds.feedburner.com/~r/CallCenterScript/~3/326955043/guest_post_john_joseph_on_top.html Rey is currently a facilitator of an English Proficiency Program for kids and had worked in a call center. His company is planning to expand its services to include call center training, focusing on English grammar training. He asks, “What software can you recommend for training; mock call simulation, soft ... http://feeds.feedburner.com/~r/CallCenterScript/~3/324842784/q_a_software_to_train_english.html One of the global big players in the outsourcing industry has just launched their home based agent program at their Albuquerque facility.   Starting with 200 agents, they are sure to expand their services through North America.  This is a great strategy and something that I’ve been looking out for from ... http://feeds.feedburner.com/~r/CallCenterScript/~3/323933864/sitel_launching_home_based_age.html