Delivering Hope for Haiti

Deloitte’s CallCenter team recently volunteered its skills to serve the Haiti earthquake relief efforts. During the “Hope for Haiti” telethon, the Deloitte team took more calls in two hours than the CallCenter usually receives in a typical 24-hour day.

Contact Center Compensation Trends

Review the 2009 compensation rates for select positions and inbound contact center management salaries.

The Power of Accelerated Learning

Boost training effectiveness by actively involving staff in the learning experience. Guidelines for embracing an accelerated learning approach that puts the learner front and center and promotes self-discovery and interaction.

Sales: Technology is the Great Enabler

Technology is helping centers in a variety of vertical markets to drive more value from their contacts. Check out these innovative ways that contact center technology supports cross-selling/upselling and the best practices they enable.

Ideas for Affordable Contact Center Incentives

Ideas for developing staff incentives on a tight budget. The most effective rewards often don’t cost a lot.

Outsourcing in Today’s Contact Center

Red flags to watch for regarding your outsourcing decisions and five tips for help making the right vendor choice if you do decide to outsource.

Customer Surveys: Three Steps for Actionable Feedback

Follow these three recommendations for setting up an effective survey process.

Seven Tips for Effective Training Emails

Use these seven tips when creating training emails for your staff to make them more effective.

Sample Budget Top Page

Sample summary page to accompany your budget to explain in a snap shot your staffing request.

Considerations for New Hire Training

Despite the number of agents or the way training is delivered, consider these essential activities.

The Cost of Cutting Costs

Cuts in staffing may have some unintended consequences. Here are a few items that all decisions makes should know prior to cutting staffing levels in the contact center.

Cross Selling Techniques: How Do You Find the Right Fit?

A three step formula to teach your agents a way to uncover customers' needs and make an offer that fits those needs.

Perceived Social Networking Roles Vary by Company Size

Results of a study by Institute for Corporate Productivity (i4CP) on the corporate risk of social networking technologies.

Developing a High Powered Front Line

Communicate to empower: seven tips to support your front line.

Unified Communications and Web 2.0

The contact center, unified communications and Web 2.0 support customer interaction.

Quality Monitoring

Five fundamental back-to-basics strategies for your QM program.

The Impact of Agent Retention

Do you have high turnover? Five factors to consider.

The Impact of Word of Mouth in the Web 2.0 World

Five key points in quantifying the ROI of word of mouth.

Real Time Queue Management

Five attributes of the best "real time customer" call centers.

Align Service Level Goals with Customer Tolerance

How to create a patience scatter diagram.

No Service: a Seven Step Journey

Take the journey through these seven steps to a proactive, zero-based approach to service.

Optimizing Technology

List of tips for optimizing technology at each phase in the project lifecycle.

First Call Resolution

Strategies to improve FCR performance and techniques for measuring it.

Staffing Models

Using staff models to illustrate impact of staff cuts on service.