call center industry

Part 4 of Attrition-Proof article series now available online

In the 4th installment of a 5-article series published in Contact Center Pipeline magazine, Eric Berg explains how traditional career paths can sometimes lead centers and agents into trouble, and describes the benefits an empowered employee can bring to an organization. In Why Floor Leadership & an Empowerment Culture Matter, Mr. Berg shares the real and preventable reasons why employees leave. Why Floor Leadership and an Empowerment Culture Matter: The #1 reason employees leave In the course of my business, I work with a large number of contact centers with varying contact types,...

Attrition-Proof Part 3: Why Training Matters, now available

Eric Berg has written a 5-article series accepted for publication by Contact Center Pipeline magazine. In this 3rd installment, Why Training Matters, Mr. Berg follows the clues from a disappointing customer satisfaction survey to its source—an ineffective training program. He goes on to describe and explain the necessary components to successfully train new hires. Why Training Matters: What are your goals for training? Recently, I was working with a contact center client that was experiencing low customer satisfaction rates. They thought changing the profile of their new hires could fix...

Contact Center Strategy 2013 event brings in call center professionals from around the state and the region

Contact Center Strategy 2013 event brings in call center professionals from around the state and the region
Bloomington, Minnesota—April 3, 2013 Over 70 managers and business owners filled a conference room in Bloomington on March 21 to listen to call center experts, participate in discussions, and share expertise in the first Contact Center Strategy 2013 event to be held in Minnesota. Recognized experts in call center strategy The all-day conference featured well-known speakers in the industry: Dayne Petersen, Lead Instructor and Consultant for Benchmark Portal, & Principal and Consultant for Call Center Solutions. Petersen has 35 years of experience as an expert and consultant for...
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