ICMI's Customer Management Insight - April 2008 - (Page 6) M O P E R AT I O N S BY TIM MONTGOMERY for directors, managers, analysts and supervisors CONTINUED FROM COVER Size does matter, but it doesn’t have to count against your call center. Small centers face obstacles that larger operations take in stride, but such simple shifts as knowing where to be flexible and when to go by the book can yield big success. challenges and issues that small call centers face. I am by no means suggesting that small centers are impossible to manage effectively. The truth is, countless managers of small centers have achieved great success and transformed their diminutive operations into powerful, influential entities that are highly respected within the larger enterprise. All it takes is a solid grasp of the essentials of call center manageicmi’s insight ment, and an ample amount of creativity and insight. Here are 10 key tactics and approaches that will help you achieve very big things in your small call center. GETTING BIG RESULTS IN A SMALL CALL CENTER 1. Don’t skimp on the people — leaers are the key. This sounds obvious, and it is. A common mistake made in small call centers is not investing in the growth of the leaders. Call centers in general do a significant amount of internal promotion — moving frontline agents into supervisor or management positions. Larger call centers typically have the luxury of formal development or mentoring programs to grow new supervisors. Smaller call centers, however, often find themselves at the lower end of the maturity model — few people in the organization with a formal understanding of the foundational www.icmi.com | APRIL 2008 6 http://www.icmi.com
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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