Resources
Schedule an AIM Call Demo
Call Center Confidential
This podcast series features stories and
insights from professionals in the call center industry. Short
interviews will cover the nature and challenges of the industry, offer
historical perspective and demonstrate how performance management
impacts the landscape. Sponsored by AIM Technology, Call Center
Confidential will neither pitch nor endorse particular products. Rather,
our goal is to inform and entertain audiences who are themselves engaged
in the business of contact centers.
Episode #1 – Evaluating Call Center Excellence
Over the years, Tom Hammond has come to understand what makes a call center great and how to measure the performance of his agents. In this episode of Call Center Confidential, Tom describes the areas of improvement on which he focuses and how technology has impacted his ability to improve the customer experience.Flash is required to listen to the podcast.
Please register to listen to our other informative podcasts.
Episode #4 – Dashboards and Planning
Chip Nickolett believes aligning business goals with IT plans is essential, as is team building and communication. This adds incredible value to an organization by delivering tangible results that provide a true business benefit. In this episode of Call Center Confidential, he discusses best practices in dashboard design and how dashboards help contact center employees focus on performance improvement.
Episode #3 – Processes in Call Center Performance
Paul Smedley, executive director of the Professional Planning Forum, believes the key factors behind a contact center's success in ensuring customer satisfaction are the ability to plan, set targets and analyze processes. In this episode of Call Center Confidential he discusses how top quality contact centers do this.
Episode #2 – The Evolution of Call Centers
Maile George has worked in call centers for 22 years, and in this episode of Call Center Confidential she shares how the industry has evolved, thanks to advances in technology. As someone who evaluates and advises call center agents for Bank of America, Maile is clear on the best practices that leads to call center excellence. Maile also happens to be blind and in the call center industry, she's found a career that enables her to perform every bit as effectively as a sighted person.
The big pay off is allowing each individual contributor to see exactly what they're contributing and how they're performing against their individual goals.
--CSAA