ICMI's Customer Management Insight - April 2008 - (Page 1) APRIL 2008 F E AT U R E | O P E R AT I O N S BY TIM MONTGOMERY Creativity — the Key to Success for Small Call Centers anaging a small call center brings big challenges — and big opportunities. While it’s true that all call centers — regardless of size, industry, function or location — share several core commonalities, small call centers (50 or fewer FTEs) often must contend with unique issues and obstacles that rarely, if ever, impact larger centers. For instance, whenever one or two agents in a large call center don’t show up to work or don’t come back from their lunch or break on time, the effect on customer accessibility and satisfaction (and the center’s costs) is often negligible. The same scenario in a center with a frontline of just 25 to 30 agents, however, can prove positively devastating. And that’s just one obvious example of the M CONTINUED PAGE 6 15 PEOPLE Assessment Tools Cut the cost of hiring and turnover with innovative assessment tools: 23 TECHNOLOGY Speech User Interfaces Design issues surrounding speech-enabled IVR systems. 31 STRATEGY Cross-Selling/Upselling Best practices for making the service-to-sales transition in your contact center. M CONTENTS
Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - April 2008 ICMI's Customer Management Insight - April 2008 Operations: Small Call Centers, Big Potential Ad Index Contents Editor's Page Contact Center Spotlight People: Assessment Tools Recommended Reading Technology: Speech Recognition Special Feature: Best of Show Strategy: Service-to-Sales Success Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings Experts Angle - Speech Analytics: Uncovering the Voice of the Customer ICMI's Customer Management Insight - April 2008 ICMI's Customer Management Insight - April 2008 - Operations: Small Call Centers, Big Potential (Page 1) ICMI's Customer Management Insight - April 2008 - Operations: Small Call Centers, Big Potential (Page 2) ICMI's Customer Management Insight - April 2008 - Contents (Page 3) ICMI's Customer Management Insight - April 2008 - Contents (Page 4) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 5) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 6) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 7) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 8) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 9) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 10) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 11) ICMI's Customer Management Insight - April 2008 - Contact Center Spotlight (Page 12) ICMI's Customer Management Insight - April 2008 - Contact Center Spotlight (Page 13) ICMI's Customer Management Insight - April 2008 - Contact Center Spotlight (Page 14) ICMI's Customer Management Insight - April 2008 - People: Assessment Tools (Page 15) ICMI's Customer Management Insight - April 2008 - People: Assessment Tools (Page 16) ICMI's Customer Management Insight - April 2008 - People: Assessment Tools (Page 17) ICMI's Customer Management Insight - April 2008 - People: Assessment Tools (Page 18) ICMI's Customer Management Insight - April 2008 - Recommended Reading (Page 19) ICMI's Customer Management Insight - April 2008 - Recommended Reading (Page 20) ICMI's Customer Management Insight - April 2008 - Recommended Reading (Page 21) ICMI's Customer Management Insight - April 2008 - Recommended Reading (Page 22) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 23) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 24) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 25) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 26) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 27) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 28) ICMI's Customer Management Insight - April 2008 - Special Feature: Best of Show (Page 29) ICMI's Customer Management Insight - April 2008 - Special Feature: Best of Show (Page 30) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 31) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 32) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 33) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 34) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 35) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 36) ICMI's Customer Management Insight - April 2008 - Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring (Page 37) ICMI's Customer Management Insight - April 2008 - Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring (Page 38) ICMI's Customer Management Insight - April 2008 - Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring (Page 39) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 40) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 41) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 42) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 43) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 44) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 45) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 46) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 47) ICMI's Customer Management Insight - April 2008 - Experts Angle - Speech Analytics: Uncovering the Voice of the Customer (Page 48) ICMI's Customer Management Insight - April 2008 - Experts Angle - Speech Analytics: Uncovering the Voice of the Customer (Page 49) ICMI's Customer Management Insight - April 2008 - Experts Angle - Speech Analytics: Uncovering the Voice of the Customer (Page 50) ICMI's Customer Management Insight - April 2008 - Experts Angle - Speech Analytics: Uncovering the Voice of the Customer (Page 51)
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