Call Center & Contact Center Digest Aug 15

Support Driven Compensation Survey From briankerr.co – August 14, 3:46 PM A break down of the 2015 Support Driven Compensation Survey Colin Taylor TRG‘s insight: Interesting Study on compensation for #support professionals – #Callcenter #cctr #custserv Traits Acquired When You Enter the BPO Industry – The Taylor Reach Group – Call Center Consultants From thetaylorreachgroup.com – August 14, 9:37 AM The BPO Call Center industry is booming and can be a great training ground Colin Taylor TRG‘s insight: Working in a BPO #callcenter can be a great place to develop skills and learn the business – #BPO #custserv Springfield call center closes abruptly, citing pizza ordering habits From www.news-leader.com – August 13, 7:33 AM More than 100 people are unemployed after the closure of the call center Colin Taylor TRG‘s insight: Online pizza ordering spells death for Springfield #callcenter. But there was no reason not to provide employees with notice. #custserv #cctr Customer Service Trends in 2015 – Contact-Centres.com From contact-centres.com – August 14, 3:15 PM 10 More Customer Service Trends in 2015 – Infinit Contact has predicted customer service trends in the contact centre Colin Taylor TRG‘s insight: Good list of #cctr trends – I might have included #customercentricity #gamification and #agentempowerment – but a good list and worth the read – #custserv #callcenter Call-center worker’s $12M sexual harassment verdict tough to claim From www.usatoday.com – August 13, 12:05 PM DES MEvery day, Danielle Rennenger says, she and other female co-workers at an Indianola call center were called “whores” and “sluts. Do We Really Need to Say That? | The IVR Voice From theivrvoice.com – August 12, 12:10 PM As a professional voice talent who specializes in voicing all manner of telephone applications — and as someone who’s done it for awhile — I can confess to some of it being quite formulaic. Basically, what everyone wants is a warm greeting for their callers, simple instructions as to which department people should shuffle their calls, and perhaps a … Colin Taylor TRG‘s insight: Is your IVR solving problems that don’t exist anymore? #ivr #cctr #custserv

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