CRM and ERP News

Sharing with you has been a blast!  I’m blessed to share my thoughts to a wide range of readers.  Different opinions from all walks of life have made this blog soar to new heights.

With the advice column, my posts were geared towards the audience.  It was gratifying to quench your thirst for knowledge; as basic as what a call center agent is all about, voice management which is critical to an agent’s job, expectations of an airline customer representative, passing recruitment interviews and assessments, improving agent attendance and call handling skills.

The stories and jokes that have been emailed are what we need in this industry.  A little laughter along the way has helped thousands of people to cope with the stressful environment, along with the challenges in the day to day tasks.

As always, we learn something new everyday.  Finding out call centers are expanding to nations like Bhutan, prison inmates are agents, a prayer request is just a call away, looking at CSAT in telemarketing plus new innovations in recruitment.

The list hasn’t ended yet.  If you haven’t read most of the posts yet, here are more to gobble up before the year ends.

Outsourcing has always been a topic that is both political in nature and will strike in everyone’s chord.  It has always been tied to complaints due to a heavy accent and the acceptance of what English should be.  Training organizations opened and flourished, trying to convince businesses they have the best solution to offer and improve English communication skills.  If it succeeds, does it help customer satisfaction?

A humble beginning with intense passion for quality and writing, this year has given me the chance to write and share my thoughts to my readers around the globe.  It’s been a fulfilling year here in Know More Media.  Here are the most prolific topics that have been written and discussed.

A never-ending discussion on utilizing scripts, seeing both sides of the coin, the community had different perspectives on how this works.  Home based jobs was a hot topic for working students, single mom and dads, retired businessmen and even whose personality couldn’t take the corporate environment.

A myriad of agent topics, focusing on coaching from a call monitoring perspective to scorecards, understanding the differences in cultures and managing performance to ensure 0% attrition by boosting morale of the workforce.

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