April, 2011

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Effective Feedback on Employee Performance

Win the Customer

One of the fundamental principles of creating effective employees and to create an outstanding team in your organization is providing effective feedback on the performance of your team members. The Manager Tools series spends quite some time discussing the topic of effective feedback and I wanted to condense it to a few quick how-to’s in giving employees feedback.

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Choose the Right KPIs for Your Contact Center Service Model

TASKE Technology

Last month, we talked about how KPIs can help you measure whether your contact center is meeting business objectives. We also covered a few KPIs that are generally accepted as core measures of service levels in a contact center: first call resolution, telephone service factor, and abandon rates. Now, we’ll look more closely at KPIs for more specific contact center service models.

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Take-a-ways from IP Video Session at ISC West

Customer Interactions

'Recently I had the pleasure of collaborating with Sharon Shaw, Director of Education for the PSA Security Network, Daniel Brault, Founder and President of Electro Specialty Systems (ESS), and Karen L. Baker, Senior Vice President, The Protection Bureau, on a panel discussion at ISC West about how to make IP video projects profitable. The session was well attended and the discussion spirited.

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Consistent Performance

Brad Cleveland Blog

If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery. Unfortunately, many managers rely on metrics that are summarized over overly-large blocks of time and lose visibility of problem areas.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Overcome Your Fear of Talking to Employees About Job Satisfaction

Win the Customer

Having a conversation with our employees about how to maintain or improve their job satisfaction if one of the most effective ways of achieving higher levels of employee motivation and performance. Today we have a guest post from Joan Henshaw, a 15 year veteran trainer of business owners and managers. Joan has extensive experience in developing employee/manager relationships and how to be able to develop a great workplace atmosphere for employees and managers.

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NG9-1-1 and Quality Assurance

Customer Interactions

'You’ve heard it many times at the beginning of a customer service call: “this call may be monitored for quality assurance.” But what about 9-1-1? No where is quality service is more important than 9-1-1. There is much at stake when a call goes wrong: your agency’s reputation, potential liability and expensive litigation; and most importantly, peoples’ lives.

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Consistent Performance

Brad Cleveland Blog

If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery. Unfortunately, many managers rely on metrics that are summarized over overly-large blocks of time and lose visibility of problem areas.

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How IP Video Became Mainstream

Customer Interactions

'Over the past decade, CCTV systems have rapidly evolved from coax or fiber-based analog systems to pure IP-based systems. One obvious benefit – IP video systems can leverage the existing IP infrastructure put in place by IT, eliminating the need to lay down miles of dedicated analog cabling. Plus, just one IP network cable can carry audio, video and alarm signals from a camera, and supply camera positioning commands and even power to the camera.