Staffing & Productivity
102 results
of 10
Contributor: Jim Moylan
Posted: 02/22/2016
Jim Moylan
Frontier Communications, (NYSE-FTR) is one of the nation's largest rural local exchange carriers. We offer local and long-distance telephone service, Internet access, wireless Internet data access, digital phone, DISH satellite TV and more. We operate in 28 states and provide service to 7+ million access lines and High-Speed Internet subscribers.

Key Responsibilities:
Planning, organizing, directing, and controlling the activities of our strategic partnership with Intuit.
Lead, manage, and oversee the operations of the Call Center, with special emphasis on customer care and experience.
Develop strategies and tactics to ensure this Center reaches objectives.
Drive increased NPS through focus on customers and customer care techniques.
Develop call center/customer care policies and procedures that maximize productivity and profitability.
Establish and ensure attainment of goals for customer satisfaction ratings, call center staff productivity, order and trouble shooting accuracy.
Create and execute effective staffing model to meet stringent service level requirements.
Provide timely feedback to Marketing on products. Full Content »
Posted: 02/11/2016

How much money is your company losing in “no fault found” product returns?

So often consumers purchase products only to realize they don’t know how to use them, leading quickly to a return. The result? Your profits are tied up in perfectly-working returned products sitting in a warehouse in open boxes.  

Your call cen Full Content »
Contributor: Jim Moylan
Posted: 02/01/2016
Jim Moylan
If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)

The Vendor Associate Director is accountable for the end to end management of a vendor relationship that is contracted to hire, train, and serve our Customers with their Customer Service needs and deliver high quality in line with UHC Stars measures. Full Content »
Contributor: Jim Moylan
Posted: 01/25/2016
Jim Moylan
Are you a high energy, results driven contact center leader? Do you have proven BPO experience leading teams across all channels including Chat, Sales and Service? Are you able to successfully drive sales through exemplary customer service, specifically in a pay per sale environment? If so, we want to hear from you.

Afni is looking for a contact center Sales / Operations Director to lead one of our Tucson contact centers. The Operations Director will oversee the operations of the entire center including staffing levels for all projects and departmental financial impact factors, in order to ensure all client expectations are consistently being met for each project. Full Content »
Contributor: Jim Moylan
Posted: 01/25/2016
Jim Moylan

Very successful call center BPO looking for a salesperson with a solid understanding of service offerings and technology. A strong track record of outsourced sales within a call center environment is required for this new opening.

This virtual office position offers a very competitive base salary plus an aggressive commission plan and benefit Full Content »
Contributor: Jim Moylan
Posted: 01/18/2016
Jim Moylan
Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work. The Senior Traffic/Workforce Representatives are responsible for all scheduling, call volume monitoring, and adjusting. They are also responsible for determining and communicating work schedules and resources for various call queues. You will work with site leaders to ensure adequate staff, contingency plans and workflow monitoring.Responsibilities: Full Content »
Contributor: Greg Levin
Posted: 11/20/2013
Greg Levin
When it comes to agent recruiting, assessment and selection, success is much less common than failure... and it's more fun to talk about the latter. With that in mind, following are 15 signs your contact center’s hiring practices need work: Full Content »
Contributor: Shawn Siegel
Posted: 11/06/2013
Shawn Siegel
The at-home agent model promises numerous benefits for call centers...if implemented correctly. Get some tips and insights from American Family Insurance's Ryan Cline. Full Content »
Contributor: Shawn Siegel
Posted: 09/16/2013
Shawn Siegel
At-home agents can yield tremendous customer engagement benefits. But in order to seize those benefits, management must overcome a host of challenges. Full Content »
Contributor: Mitchell Osak
Posted: 07/17/2013
Mitchell Osak
It has become apparent that offshoring is no longer delivering enough value to justify the business hassle and increased project risk. Full Content »
Contributor: call center week
Posted: 06/23/2013
Case Study: Kaspersky Lab Drives Customer Engagement Across Sales and Service
This case study provides an in-depth overview of how one company is using Nuance’s intelligent virtual assistant technology to drive revenue and decrease operating costs. In this case study, you will learn why Kaspersky decided to use a Web virtual assistant and how it has helped to enhance their customer’s experience. Full Content »
102 results
of 10
Posted: 06/05/2011
LEGO's Reward Bricks, Colorful Culture and KPIs

Call Center IQ caught up with Jill Ouellette, LEGO's Director of Business Development, after her presentation at this year's 3rd Annual Customer Experience Summit to talk a bit about LEGOs contact center culture. We came away with some interesting answers, but sadly no LEGOs. Check out the video above or a recap of Ouellette's presenation below. Full Video »
Contributor:
Posted: 03/26/2013
PodcastImage
Believing there to be a reverse correlation between prioritizing customer satisfaction and contact center efficiency, far too many businesses refuse to adopt a customer-centric mindset. But even worse than the error of that assertion—successful organizations know improving customer satisfaction is one of the surest means of growing the Full Podcast »
Contributor: call center week
Posted: 06/23/2013
Case Study: Kaspersky Lab Drives Customer Engagement Across Sales and Service
This case study provides an in-depth overview of how one company is using Nuance’s intelligent virtual assistant technology to drive revenue and decrease operating costs. In this case study, you will learn why Kaspersky decided to use a Web virtual assistant and how it has helped to enhance their customer’s experience. Full Whitepaper »