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TRAINING IN CONTACT CENTERS

Article : A Word of Advice

Sometimes success is based on just one thing, a golden egg. If you had to give just one tip (that you believe is perhaps the most important tip) to another manager in a contact center, what would your tip be? We asked industry professionals for their top pearls of wisdom for success.

Stephen Dawson
Vice President of Communication & Strategic Planning
The Heritage Company
United States

"While data is king, people skills cannot be overlooked in teleservices in either an outbound or inbound setting. In sales terms, "you do not have because you do not ask.""
About The Heritage Company

Heritage has decades of experience serving America’s nonprofits. We are honored that these charity organizations have entrusted us with their fundraising and public awareness campaigns. Heritage offer... (read more)
 
Natalie Calvert
Managing Director
Calcom Group
United Kingdom

"Combine the art and the science for great customer service"

 
Dan Whelan
Senior Vice President, Worldwide Support
Epicor
United States

"Your focus must be on the customer. At Epicor, we pride ourselves on working closely with the customer to build a successful foundation for their future growth and profitability. Epicor never forgets that it’s the company’s responsibility to help assist customers in maximizing the value of their Epicor solution because we know that our company’s success is directly tied to the success of our customers."
About Epicor

Epicor Software Corporation drives business growth. We provide flexible, industry-specific software designed around the needs of our manufacturing, distribution, retail, and service industry customers... (read more)
 
Ring2 Dashboards & Wallboards Free Trial
Karen Schweitzer
VP Sales Operations
Contact Centers of America
United States

"That tip would be to make sure that the contact center environment promotes excellence, continuous improvement and challenges CSRs to always be at their best. This includes instilling the understanding of customer expectations at the CSR level and obviously praising performance when the CSR is consistent or goes the extra mile for the customer."

 
Yolanda Perez
Director
American Heart Assoc
United States

"My tip would start with Employee Engagement! All the call center tools available are only as good as the people that you hire and engage. Make sure all members of management have everyday access to all employees (face to face is preferable). This could be a small gesture such as a greeting; weekly 1:1 meetings and monthly awards and team meetings. I truly believe if you take care of your people - they will take care of your business."
About American Heart Assoc

The American Heart Association is a national voluntary health agency whose mission is: "Building healthier lives, free of cardiovascular diseases and stroke."
 
Phil Taylor
Head Of Sales & Service Toronto
Tangerine
Canada

"Everything starts with Employee Engagement. I speak of our NPS as our key metric however that would not be possible without motivated, inspired, engaged employees. If you have staff that are energized and believe in what they do and feel a part of the bigger picture you will in turn have a successful Sales & Service organization."
About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
 
Chris Thomson
Managing Director
Allnone
Ireland

"Cherish your customer"

 
Armstrong Nsien
Project Supervisor
ConSol Limited
Nigeria

"Manage your contact centre using metrics."
About ConSol Limited

ConSol bridges the gap between governments, corporations institutions and their stakeholders using technology, facility provides efficient services in exchange of valuable information solutions that i... (read more)
 
Lori Greiving
Director of Business Development
Xerox
United States

"Your agents are your most valuable asset."
About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)
 
Sue Tasse
VP Contact Center Operations
Percepta
United States

"Flexibility – Your organization must be willing to change and change quickly to meet the evolving needs of your customers."
About Percepta

Percepta Contact Center Services We manage customer relationships for our clients We provide customer contact center services that maximize customer satisfaction and loyalty. We implement our p... (read more)
 
Brian Tuley
Director of IT
Midco Call Center Services
United States

"Sell your department."

 
Richard Blank
Ceo
Costa Rica's Call Center
Costa Rica

"Patience! Listen to your agents, have compassion and give them a second chance to make a strong comeback. We all have an off day every now and again."
About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
 
Gordon Pullan
Assistant Vice President
MassMutual
United States

"Don’t be afraid to challenge your team to greatness."
About MassMutual

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and stro... (read more)
 
Mike Hilmer
Ceo
One Contact Inc.
Canada

"Stay on top of the factors in 3 above."
About One Contact Inc.

One Contact (Canada) Inc. and One Contact Inc. are wholly owned subsidiaries of OC Communications Group Inc. OCI own and operate their own call centers in North America and through a network of off-... (read more)
 
Ann Mayer
Ceo
Telephos Ltd
New Zealand

"Coaching, coaching, coaching. This is what will enable your centre to out perform all others"
About Telephos Ltd

Telephos provides Call Centre management, consulting and outsourcing. Our work with past clients identified the specific need within the New Zealand Contact Centre industry for these skills on a set t... (read more)
 
Craig Mento
Ceo
NexxLinx
United States

"Make you first line managers the focus of success."

 
Lee Waters
Managing Partner/CEO
Clear Harbor
United States

"It's easy to cut back on investment in your people during lean times. It's also suicidal over the long run. Don't do it."

 
John Cockerill
President
The Taylor Reach Group
Canada

"Communicate the value effect of service on the brand and revenue to senior officiers in both direct line reporting and to the areas of marketing and sales."
About The Taylor Reach Group

The Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, sit... (read more)
 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Can't Take Your Call…

Read today's tip or listen to it on podcast.

Published: Thursday, March 11, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide Headsets

 
1.) 
Premium Listing
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656


2.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

3.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

4.) 
CTCOMM

Plantronics
Jabra
Sennheiser

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 

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