Call Center Best Practices to Keep Your Holiday Spirit Up
December 14, 2011
By Chris DiMarco
, TMCnet Managing Editor
Anyone who’s worked in a call center can tell you that around the holiday season they’re busier than that the north pole on Christmas. This time of year more than ever call center supervisors need tips to help them accomplish their highest possible service levels. If you’re looking for ways to keep the spirit high in your call center, join host Bruce Belfiore & Contact Center Experts from BenchmarkPortal (News - Alert) to discuss Best Practices on CallTalk.
Broadcast monthly, directly over the Internet to your desktop, CallTalk covers informative and educational topics impacting the call center today. This show will be hosted by Bruce Belfiore, Senior Research Executive for the Center for Customer-Driven Quality (founded at Purdue University (News - Alert)), and will be aired without the participation of vendors so that topics will be free from their influence and guided by the listeners.
During this week’s show, the Calltalk team will ring up to one of the busiest Contact Centers in the world at this time of year - Santa's Workshop! From WFM to FCR, the team will ask them to share their best practices with us. This entertaining but informative show is a compilation of great tips from the diverse team of Contact Center Experts at BenchmarkPortal. The cast will include Dayne Petersen, CCDQ Certified Call Center Auditor, CCCE Lead Instructor &
Senior Consultant, John Chatterley, Research Director & Senior Specialist, Dru Phelps, CCDQ Certified Call Center Auditor, CCCE Instructor, Author & Senior ConsultantPetersen has over 20 years experience managing and operating both business-to-business and business-to-consumer call centers. Additionally, she has a successful track record evaluating and implementing call center solutions that meet defined client requirements. Read More »
Chatterley is Director of Content & Analysis and Chief Editor at BenchmarkPortal, Inc. John has published numerous books, customized benchmarking reports, research reports, One-Minute Survey reports, and White Papers. Read More »
Phelps has over 20 years of experience in the customer service industry and has been a Senior Consultant with BenchmarkPortal for over a decade. She has worked in many industry sectors and co-authored the book How to Conduct a Call Center Performance Audit: A to Z. Read More »
Buell has over 20 years of Call Center management experience. She has managed and operated inbound and outbound service teams, as well as inbound and outbound sales teams. Read More »
For more information on the CallTalk show check out the website.
Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.
Edited by Juliana Kenny