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Reading R Eric Reidenbach Resurgence of Six Sigma in the Call Center:...

Image by Leonard John Matthews via Flickr I know that not every body is happy with a Six Sigma approach in Customer Service. Being a COPC Yellow belt (yes, they do exist) I have a sound reason to...

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Forecasting and Scheduling Beyond the Phones – Off Center

Is this bad? Depends on the waste in the opex is my opinion. But what is bad is if the strategy is not incorporated in the hearts of the employees. Found at Forecasting and Scheduling Beyond the Phones...

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But The Rep On Phone Told Me I Could” – Consistency « Melissa Kovacevic

Found at “But The Rep On The Phone Told Me I Could” – Consistency « Melissa Kovacevic-Contact Center and Service Tips. In a recent Employee feedback meeting that I facilitated for a client, the topic...

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6 Hot Contact Center ‘In The Cloud’ Trends | The Social Customer

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Self Help – The Line of Least Resistance by By Stefanie Amini, Marketing...

22/1/2013 Europe‘s premier tech gala takes place in one of Europe’s coolest tech cities: Berlin. On the nomination list is WalkMe, the world’s first interactive online guidance system.   As I did blog...

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Agreeing with this Quick List: Benefits of Quality Monitoring for any call...

Image via Wikipedia Some of my regular readers may be aware of the fact that in 2009 our contact center operations was heading for implementation of COPC quality monitoring. An effort that in the end...

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Customer experience and the call center: ripe for innovation

Delivering exceptional customer experience includes redesigning call centers to cultivate relationships and drive business value. Learn more: Source: networkingexchangeblog.att.comFiled under: Service...

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