The Human Engineering of Call Centers Powered By Call Center Today

The Inside Sales Learning Experience

2009-02-03T20:38:00.000-08:00

A quick note, we have an exciting new product at Call Center Today and thought you or somebody you knew might be interested.

Called "The Inside Sales Learning Experience", it is a series of training programs, lessons and learning ideas delivered direct to your in-box on the second day of each month. Just $29.95 per month, and you receive numerous innovative and impact-driven inside sales training programs every month.

It is designed specifically for both management and on-the-phone-reps. Great sales training programs; management development programs; and so much more.

Training costs and customer acquisition can be costly. So, we invite you to put Call Center Today’s expertise to work for your organization and provide continuous training to all levels of employees within your organization. We offer all the tools; training materials, ideas and newsletters delivered in formats that can be easily viewed and/or downloaded during off hours.

For more information, visit www.CallCenterToday.com or email us at MyCallCenter@CallCenterToday.com.

Call Center Events

2009-01-26T13:24:00.001-08:00

Actually would not call these big call center events or even call center events at all, but two of note.

First, the user generated content forum in San Jose February 9-10. Also, the ASTD in Washington, end of May/early June. Both events tie in nicely to the inventive side of call centers.

Audio Podcasts On Call Center Management

2009-01-16T16:10:00.000-08:00

Hi there, just a reminder Call Center Today has posted 5 new audio podcasts on call center management and development.

They are ready for download, on-demand, and FREE.

Visit http://www.callcentertoday.com/ to enjoy!

IQPC Show and Free Whitepapers

2008-11-16T20:52:00.000-08:00

As we head to the holidays wanted to keep everybody abreast of happenings at Call Center Today.

1) IQPC has a fantastic show we thought we should mention. Don't Miss The Call Center Summit 2009. January 26-29, 2009. Disney Contemporary, Orlando FL.
Visit www.callcenterevent.com for more information.

2) 2009 is a big year for our firm. Our goals are to continue to add a multitude of free whitepapers, free newsletters, free podcasts and free powerpoints currently at our site today. We want our clients and all visitors to enjoy our thoughts on inside sales and customer care contact centers and to use us as a resource on the human engineering of call centers. So, Call Center Today is a great spot to visit when you want some lessons or inspiration or have questions or comments.

3) Finally, as always, we are a consultancy dedicated to helping companies grow their inside sales and customer care contact centers. Don't hesitate to contact us anytime, at MyCallCenter@CallCenterToday.com if you have questions. In addition to the free items, we produce terrific workshops and keynote speeches as well as consulting strategies for our clients.

Talk soon!

Dan

Inside Sales Development and Upcoming Shows

2008-07-03T22:02:00.000-07:00

Two quick notes on topics important to my heart, for sure.

1. Been spending quite a bit of time with the "touch programs" for clients. Those are the 3-10 touches--after a lead comes in--to motivate that lead to become a prospect and then a client. My clients, literally 100%, LOVE the touch methods and the process. A few are unsure which channels to utilize to drive the touch process.

In particular, I try to steer my clients to non-traditional methods. Yes, direct mail matters. And, in B-B particularly, it works as a touch point. But, doing some other creative programs, to complement direct mail, is critical. These may include text messaging; email offers; web-seminars; even contests and promotions. Every touch matters. Touches are very inexpensive to drive. And as my clients will say, the touches work, to the tune of 10-30% conversion.

2. CallCenterToday.com may be attending (exhibiting too) at the ERA show, Las Vegas, September. We will know by August 1. Will let you know once we confirm it. If you are going, please drop me a line at DCoen@CallCenterToday.com. We can find a time to meet and grab coffee.

Customer Care Development and The Triple

2008-05-02T23:05:00.000-07:00

Hi all,

Recently completed a terrific customer care workshop package with a 65 agent team. Really pumped on the energizing feedback and innovation from the sessions. Most impressed by the passion and the focus from the class. I was proud of them.

It is always interesting to teach customer care in a fast, high-impact class, like we did the past two weeks. The class members can not learn two hundred things in two intensive weeks--I believe. Not in a module driven classroom setting. Maybe over a year, but not in two weeks. It's too much intake, and they won't be able to take the ideas and implement back on the phone.

So,I developed a workshop designed to teach just three key topics--and some surrounding support materials. For part's of two weeks, we build an amazing package around those three key topics. That is it. Three topics, support material. Keep the focus and get the 65 agents to implement the three topics and support material, and nothing else. What a difference it would make to their clients, and to their success and their service levels, if they simply drive home the three topics and support materials.

I call my key training program the "Customer Service Triple". That is what I taught them. Great kudos to the team for peppering me with questions and learning. They embraced my methods. I believe they got the central points of communicating service on the phone. There was so much to it, and I was proud of them.

If anybody has any questions about my custom-designed customer service training programs, or wants more insights as to the "Customer Service Triple" and what I taught the agents from this special organization, just drop me a line. Happy to explain in more depth. It is all very exciting!

Dan
DCoen@CallCenterToday.com

Web-Seminar Scheduled For Thursday, April 24th

2008-04-01T17:58:00.000-07:00

Hi everybody. Very excited about our upcoming web-seminar. Hope you can attend.

Join CallCenterToday.com and Red Sky Solutions as we co-host a call center web-seminar on Thursday, April 24th at 10:30am pacific.

Visit www.callcentertoday.com starting the week of April 14th to register. Each attendee will receive a complimentary copy of my new book 101 Lessons for GREAT Call Center Management.

We'll talk about the 6 key tactics to building the best call center around. It will be a real engaging and innovative hour, with tons of terrific ideas to take back to your call center right away.

As always, let me know if you have questions or want to talk. I am always available to talk about the Human Engineering of Call Centers.

Dan Coen
888-835-5326
DanCoen@CallCenterToday.com