Nothing is more important in the call center industry than setting goals and expectations for your call center agents.   In this video I walk you through the importance of goals as well as I share the SMART Goals system of call center achievement.

IMPORTANT:  You can download this PDF report titled Setting Goals and Expectations Here.  In addition, if you want to find an easy way to quickly set these goals for your call center agents then take a look at SMART Goals Software Wizard.

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While visiting call centers in the Philippines I too this video of the Manila Skyline.  It is pretty cool and I am finding the people to be super polite and friendly.

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This is a video of my showing my hotel room in Manila.  I do not provide any great information on how to drive your call center peformance but it is entertaining.  Enjoy the video.  Make sure you come back because I have a few more that I will be uploading shortly.

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After many months of preparation, we have finally re-launched Call Center Café’s VIP site and are open for business. We have made significant upgrades with added features to the VIP site so that we deliver timely, well-organized information to our Call Center audience.

With over 2000 pages of Information, News, and Resources available to our members, we are sure that you will find the VIP site to be your one stop resource for Call Center information.

We have designed the site to be easier to navigate with increased functionality so our members will have greater interaction and be  able to locate just what they are looking for.

The VIP site includes a number of new features including live feeds for up to the minute call center news, subscription content and specialty areas for ease in site navigation. Our specialty areas range from the Managers Booth for Leadership resources to the Training Room for all areas of Call Center training. 

We believe there is something for Everyone!

Users can subscribe to RSS feeds for content releases, our latest call center publications, news updates and more!

We hope you enjoy our new website and find it useful and informative. Your suggestions and ideas are welcome - please contact us using our "Contact Us" form.

Click here to learn more about the Call Center Café’s VIP site and to take advantage of our 15 day Trial Offer

Thank you!

The Call Center Café Membership team

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Some of you asked for this call center mind map from the last video.  Here it is:

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Effective frontline leadership skills will make all the difference for your call center.   If you remember in video one I walked through the 3 components that have an impact in call center;

1. People
2. Processes
3. Technology

Our focus of course is in reference to One and Two as they relate to performance.  All call centers can and often are plagued by issues that are common (I list them in call center performance v1.)  In this video I strt walking through the solutions or the characteristics of successful call center, best practices if you will.

Make sure you leave me a comment with what you think!  I need your feedback.

Also, I decide to put together a quick Special to those that are readers and viewers of my call center performance management tips.  You can find details about the call center special here!

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This is the first video in a series covering Call Center Performance.  Watch along as we do a deep dive into solutions to improve performance way past your current levels.  I refer to a mind-map that helps diagram the troubles and the solutions to improve call center agent performance.

After the video, please leave a comment and let me know if I am right on, if I missed anything and what additional information would be helpful.

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Today I asked a peer of mine what she thought it took to create a successful call center…

What she sent me was a lot more than I expected.  I thought you would find this interesting.  In fact, I think it would be good if you could leave me a comment.  Let me know if she missed anything or should have included a topic.  You can leave a comment at the end of this article.

In a nutshell- what does it take to have a well run call center?

• Hire the right people
• Train them in a tried method and continue to provide refresher support as needed
• Support the agents with trained Frontline Supervisors and trained knowledgeable quality staff dedicated to their success
• Support the Frontline Supervisors with training and leadership
• Provide leadership (Site Director or above) that promotes from the top down that everyone in the site know the goals and expectations and are receiving the coaching and feedback to get them to their individual goal

Inspection needs to happen at all levels

Read the rest of this entry »

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