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Article : Learning From Your Mistakes

We all make mistakes, it is human nature. The important thing is to learn from those mistakes and use them as lessons to do things better the next time. Do you want the opportunity to always do things better in your center? Attend the Top Ranking Performers Conference in Las Vegas.

Geoff Assing
Senior Support Operations Manager
Lone Wolf Technologies
Canada

"Understaffing. As a first exercise in preparing for customer acquisition, it was unclear regarding the volume of customer inquiries that would arrive as a result of a change of ownership for a company. Using the known trend data from my current team and the volume data from the company that was to be acquired, I properly projected new hiring for "normal conditions" but failed to have an overflow plan in place for an unusual call pattern. Unfortunately, the day after acquisition the systems failed for the acquired company and my staff was not prepared for the incoming volume. It took a month to recover from the incident and by that time we had lost a small percentage of customer base as a result. For the next acquisition, I made sure to be better prepared. I had increased the workforce for the first two weeks of acquiring the new organization to handle the influx of volume, and I had an overflow scenario planned which involved borrowing resources from other departments should the volume reach certain excess levels. With a better contingency plan, there was less panic and more efficiency when providing customers with a first impression of your contact center. The end result is a more loyal customer base."

About Lone Wolf Technologies

Even after 28 years, at Lone Wolf Technologies, we’re having fun connecting real estate and technology–combining our tech expertise with your real estate experience to make technology work the way you... (read more)
 
Linda Chando
Vice President, Call Center Services
Cyber City Teleservices
Philippines

"Taking responsibility for a start-up cross cultural center presented many challenges. One of my biggest mistakes was trying to define and create systems exactly as I envisioned them. Recovery was the recognition/realization that it wasn't the process but the results that matter. Changing focus from creating systems and SOP's, I instead focused on finding talent that could learn quickly what results were required and could then build the systems and processes needed to achieve that vision in a way that the new culture could relate to and be successful in."

 
Teri Melone
Manager of Outsourced Call Center Ops
The Home Depot
United States

"Spending too much time in my office and not enough out meeting the people that work with me."

About The Home Depot

he Home Depot is an American retailer of home improvement and construction products and services. The Home Depot operates 2,193 big-box format stores across the United States (including all 50 U.S. st... (read more)
 
Bruce Ratcliff
Project Manager
US Cellular
United States

"Moving to fast on reducing headcount and implementing new procedures and technology to the center, caused a lot of ill will between the management and agents. We stepped back and started educating everyone on what was happening, communication became priority one."

About US Cellular

United States Cellular Corporation, d.b.a. U.S. Cellular, is a regional carrier which owns and operates the fifth-largest wireless telecommunications network in the United States, serving 4.7 million... (read more)
 
Tina Ufeli
Ceo
Due Season Enterprises
Nigeria

"HANDLING THE EMPLOYMENT PROCESS. IT SHOULD BE LEFT TO HR OR A COMPETENT PROFESSIONAL.I WOULD RATHER FOCUS IN MY AREA OF CORE COMPETENCE. A NON PERFORMING STAFF SHOULD BE FIRED IF HE CANNOT IMPROVE."

 
Diana Dewi
Consultant
168Solution
Indonesia

"Develop unnecessary system"

About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - 0 - 100% Rollout Can Hurt

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

Related Editorial

Published: Thursday, August 20, 2009

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2023 Buyers Guide
Get Listed
Recording

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
5.) 
MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.
6.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
7.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
8.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
9.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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