AIM Technology - Call center confidential

Episode 4 - Dashboards and Planning

Fri, 03 Jul 2008 17:16:48 GMT

Episode 4, Guest: Chip Nickolett, Director, Consulting Services, Americas at Ingres Corp.
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

Fri, 06 Jun 2008 17:16:48 GMT

Episode 3, Guest: Paul Smedley, Executive Director of the Professional Planning Forum.
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

Fri, 04 Apr 2008 17:16:48 GMT

Episode 2, Guest: Maile George, Customer Connection Coach, Bank of America.
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 lead 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.

Episode 1 - Evaluating Call Center Excellence

Fri, 04 Apr 2008 17:16:48 GMT

Episode 1, Guest: Tom Hammond, VP, Customer Experience Management, The Hartford.
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.