Tag: Call Center Management

Call Center 101

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By Peter DeHaan, Contributing Blogger When people subscribe to Connections Magazine, they are asked if they are an in-house or an outsource call center. I am surprised at how frequently this question is fumbled. In view of all this — and at substantial risk of offending knowledgeable call center veterans — I offer the following call center basics: Inbound Call Centers answer calls. Their agents are in a reactive mode, waiting for the phone to…

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Text Messaging in a Call Center World

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By Aaron Osgood, Contributing Blogger This is the first of what I hope to be reasonably regular posts discussing topics of relevance to not only Call Centers and Public Safety Agencies, but all businesses. My background is fairly centered on two distinct worlds: Telecommunications and Public Safety. The lessons I have learned in those arenas have allowed me to develop a unique perspective on the technological and operational needs of small to mid-sized businesses. I’d…

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How to Manage Through a Downturn

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In looking at acquisition opportunities over the last eight years, I have seen a number of companies forced to put themselves up for sale because they failed to manage downturns in their businesses properly. Or, they failed to manage their businesses well when sales expectations were not met. It is important for CEOs of fast-growing companies to remember to manage their businesses downward when sales shrink (even if only temporarily), or when revenue opportunities are…

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