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Featured Editorial - Friday May 16, 2008

New York Life Living The Contact Center Dream
Darrell Robertson, Vice-President of New York Life Insurance talks about loyalty and building a strong team. He feels measuring themselves against others is a wonderful way to examine Best Practices. - "We all want to be part of a winning team, and we relish this opportunity to compare ourselves with other Best in Class operations." - Darrell Robertson, VP, New York Life.
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What Our Experts Say
Reducing Average Hold Times
I need to reduce the average hold time for a group of fresh CSR's. Order accuracy is key, however, it seems to be taking the reps much longer than expected to place orders and complete the call. Any suggestions?
What the experts say
Outsourcing SLA's
My Call Center is outsourcing some of its call volumes to a service provider who will hire and manage agents to answer our inbound calls. I, along with two other peers, have been appointed as outsourcing executives from our call center at this outsourcing facility.
What the experts say
Cost Per Agent On WFM Solution
Does anyone know what we can expect to pay on a per agent basis for a decent WFM package with agent Scoring?
What the experts say
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Can You Believe This?!

I heard one person recently tell me they thought "Offshore outsourcers can never relate to North American consumers".

– What do you think?

Today's Tip

"10 Minute Update"
At least once a week have a team update where everyone gets a chance to hear what’s going on and you can share news, snippets of information that may not feature on a company bulletin board etc.
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This Week at ContactCenterWorld.com
Monday

Exclusive Interview - The Importance Of CRM Technology In Today's Contact Center
Tuesday

Case Study - Waltham Forest Council
Wednesday

Exclusive Interview - It's Not Taxing to Become an Award Winner
Thursday

Article - Front-end vs. Back-end Cost in Telecom Sourcing
Friday

Exclusive Interview - New York Life Living The Contact Center Dream

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