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CallCentreVoice Topic New Articles

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Administration on 17/2/2005 13:50:31.
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Administration Support/Admin CallCentreVoice 4 posts 0 friends welcomed	New Articles [17/2/2005 13:50:31]
	Here at CallCentreVoice we run a popular weblog called Voices. We try to find something interesting to write about several times a week. This topic has been created to keep you all up to date with what's new in Voices. Link Voices Weblog Recent Articles The MI Lie, Revisited Sailing the Community Ship Customer Satisfaction or Perceived Perfection? Leading Lights Wanted: Links New ways to advertise your call centre jobs Older Articles Some select highlights from previous months: Good personal chemistry - the key to worker happiness? Your Disaster Plan Speech recognition Customer Service What's that? A Natural Diversion from the Call Centre Switching Team, Part 2 What We’re All About Ignorance is bliss? Wrestling with the Googlebots Measuring Performance: The MI Lie CallCentreVoice Greatest Hits

John Clark Architect and Guru CallCentreVoice 1369 posts 0 friends welcomed	Feb 17th 2005: "Folks Don't Like It..." [17/2/2005 13:53:28]
	Folks just don't like call centres: Article Link [Link fixed, DB]

Darryl Beckford Contact Centre Consultant DarrylBeckford Limited 983 posts 3 friends welcomed	Feb 18th 2005: "Buying a telephone system? Think again..." [18/2/2005 12:00:38]
	Article Link I know that we've a few system resellers around here: the Bristol boys to name but two (Why has AT never posted?). You guys must have a point of view on this so I'll be expecting comments from you all. And if you don't leave a comment I'll have to insist that John bans you from the site! [evil cackle] I'm about to fix John's link for yesterday, so you can all click that too.

John Clark Architect and Guru CallCentreVoice 1369 posts 0 friends welcomed	Feb 22nd 2005: "Outsourcing Customer Service" [22/2/2005 10:15:46]
	Article Link Some thoughts on why outsourcing customer service departments really doesn't always work. It's becoming more and more common, but increasingly customers are finding outsourced customer service centres to be inflexible, frustrating and largely not worth the hassle. Comments welcome, as always. John

Darryl Beckford Contact Centre Consultant DarrylBeckford Limited 983 posts 3 friends welcomed	Feb 22nd 2005: "The PSF Economy" [22/2/2005 10:28:01]
	Article Link The strangest thing - John and independantly post blogs minutes apart circling around the same subject.... I'm off to comment in Johns.

Darryl Beckford Contact Centre Consultant DarrylBeckford Limited 983 posts 3 friends welcomed	Feb 23rd 2005: "A new way to measure KPI" and "Toward a new forec [23/2/2005 15:47:38]
	We're lucky things, aren't we? For the second day running there's been two Voices entries. Dylan's is here and... Dave's is here

Darryl Beckford Contact Centre Consultant DarrylBeckford Limited 983 posts 3 friends welcomed	Feb 24th 2005: "A day off..." [24/2/2005 14:54:20]
	Click here to read.

John Clark Architect and Guru CallCentreVoice 1369 posts 0 friends welcomed	Voices Announcement [1/3/2005 11:06:44]
	Hi everyone. Voices has been spliced off as its own website as of today, though it won't be fully operational for another 24-48 hours. We've done this so that CallCentreVoice remains impartial and to give Voices more scope to evolve without fear of running against the grain of that impartiality. A new name has been selected, and an announcement will be made once DNS, etc., updates (at present DNS is pointing to a non-place, so be patient.) The links above will continue to work in the meantime, though we'll be updating them once we know that the DNS has propagated across the net. We'll also be interested in anyone who wishes to contribute to the rebranded Voices. Please contact us if you have something to say... John

John Clark Architect and Guru CallCentreVoice 1369 posts 0 friends welcomed	March 2nd 2005: Respect Your Agents [2/3/2005 08:21:47]
	Article Link A short article discussing a few man-managemenent, 'soft-skills' ideas which are worth implementing in the call centre.

John Clark Architect and Guru CallCentreVoice 1369 posts 0 friends welcomed	March 3rd 2005: Call Centres in World Cinema [3/3/2005 11:24:40]
	Article Link Some news on American Daylight, a film which must be of interest to anyone who's ever worked in the call centre industry.

John Clark Architect and Guru CallCentreVoice 1369 posts 0 friends welcomed	March 9th 2005: Buying a telephone system? Think again... (part 2) [9/3/2005 13:10:00]
	Article Link A follow up to Darryl's previous article - well worth reading! John

John Clark Architect and Guru CallCentreVoice 1369 posts 0 friends welcomed	March 10th: Corporate Hate - Take Notice! [10/3/2005 11:01:56]
	Article Link When a customer crosses that line from dissatisfaction to hatred, sometimes they lash out in the public area. Read all about it...

Darryl Beckford Contact Centre Consultant DarrylBeckford Limited 983 posts 3 friends welcomed	March 11th: McDrive [11/3/2005 10:31:35]
	Article Link Ordering McD's from a call centre?

John Clark Architect and Guru CallCentreVoice 1369 posts 0 friends welcomed	March 12th: Call Centre Games... [12/3/2005 14:21:35]
	Article Link A rather natty little call centre game which you can play on the web. Completely non-productive but worth checking out if, like me, you need a diversion from more productive tasks...

Dave Appleby Resource Analyst Healthcare Insurance 1411 posts 0 friends welcomed	Mar 14th. Downhill all the way [14/3/2005 11:53:23]
	Just some random musings on training styes Article link DaveA

John Clark Architect and Guru CallCentreVoice 1369 posts 0 friends welcomed	Mar 16th: The Web Threat To Call Centres [16/3/2005 14:21:59]
	Article Link Some thoughts on the fact that increased competition from emergent online sales channels is hurting conventional retailers, and the impact is being seen in our industry with call centre closures. But it's not all bad news...

Darryl Beckford Contact Centre Consultant DarrylBeckford Limited 983 posts 3 friends welcomed	March 18th 2005 - Free to market (Directory enquiries) [18/3/2005 11:23:15]
	Article Link Some thoughts on the new directory enquiries market.

John Clark Architect and Guru CallCentreVoice 1369 posts 0 friends welcomed	March 23rd: Stress and the Call Centre [24/3/2005 13:15:30]
	Article Link Stress is a bad thing. Call Centres are particularly rife breeding grounds for stressed workers. This article puts some thoughts about some of the causes of stress and a couple of suggestions as to what might help relieve the pressure of undue expectation.

Darryl Beckford Contact Centre Consultant DarrylBeckford Limited 983 posts 3 friends welcomed	March 29th 2005 - Value for money [29/3/2005 10:18:31]
	Article Link Getting value for money means you have to spend some in the first instance...

Darryl Beckford Contact Centre Consultant DarrylBeckford Limited 983 posts 3 friends welcomed	5th April - Cool Concept [5/4/2005 13:08:53]
	Article Link What's it all about? You'll have to read it and see...

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