 Guest Blogger: Jim Grace, Senior Consultant, ICMI and ACCE 2008 Speaker
First Contact/First Call Resolution (FCR) has risen to the forefront of contact center performance metrics, causing centers to rethink (and revamp) how performance and success is evaluated. In his blog “First Call Resolution & Workforce Management: Why these topics will be critical at ACCE 2008”, Brad Cleveland, President of ICMI, highlighted some key lessons learned through implementation and administration of FCR and related metrics. There is no debating the merit of FCR as a powerful metric, but you must truly understand what the metric means, how to measure it, and the impact to your specific organization.
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Read more... [First Contact Resolution: Great Principal, Hard to Apply]
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 Guest Blogger: Drew Daly, Sr. Sales Director, World Travel Holdings, and ACCE 2008 Speaker
Without a doubt, the fastest growing trend within the business world is creating a virtual work at home solution. This is one area that I am personally very excited about. Throughout my career I have had the opportunity to test some techniques relative to managing and motivating remote employees. Over the years there was a lot of trial and error and the end result for my team and I are some pretty concrete Best Practices for leading Virtual teams. |
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Read more... [Leading Virtual Teams: Challenges and Best Practices]
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 Guest Blogger: Lori Bocklund, President, Strategic Contact, and ACCE 2008 Speaker
There is a lot of doom and gloom about the economy and a variety of other topics out there if you want to find the bad news. I’m going to focus on the good news in this little blog, in the hope that it will get you to come to ACCE conference sessions – yes, even some technology sessions – with a positive outlook and an expectation that you will have fun learning!
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Read more... [Technology Can Be Fun!]
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 Guest Blogger: Anne Nickerson, President, Call Center Coach LLC and ACCE 2008 Speaker
Supervisors are our unsung heroes of the call center. Supervising employees demands time, energy, commitment and skill. They are accountable to managers requesting better productivity, stakeholders wanting improved results, and employees asserting their needs and the customer, always, deserving more. |
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Read more... [Supervisors -- The Unsung Heroes of the Call Center]
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Guest Blogger: Carl Nelson, President, Cartoon Art Associates, toonblogs.com “To make a long story short.” Let’s be honest. In life we have all wanted, at some time or another, this power. |
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Read more... [Drawing a Crowd at ACCE: Conversations Created by Cartoons]
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