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'Sell to them or you will lose your job': Call centre employees for big banks reveal upsell pressures

agentein2Employees say customer calls for help used as opportunities to load them up with more debt. No matter the reason a customer calls a bank's hotline — online banking trouble, stolen credit card, bill discrepancy — call centre employees say their job could be on the line if they can't sell the caller a new product or service.

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MCAP’s Mortgage Servicing Centre earns prestigious CCEOC award

employedThe contact and services centre of one of Canada’s largest mortgage financing companies recently earned a prestigious citation courtesy of the Contact Center Employer of Choice’s award program, which aims to give greater prominence to call centres that are a cut above their industry compatriots.

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BT hires 1,000 UK call-centre staff in pledge to improve poor customer service

BTBT is bringing 1,000 call centre jobs back to Britain as part of an £80m bid to improve its poorly-rated customer service operations. The company, which has 72,000 employees, has used call centers in Bengaluru and Delhi since 2003, but is moving operations back to the UK after customers said they preferred speaking to British workers.

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Bridging the Leadership Gap

colaboracioninToday’s business environment demands so much from our frontline managers as the fast-paced turnover of systems, processes, technology, and resources take more than just the regular management skills. As it is, the current and future success of an organization depends on a workforce where everyone recognizes that their responsibilities go beyond skills and titles.

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Loyalty and Retention Look Set to be the Top Investment Among Customer Experience Practitioners in 2016

cxnetworkCX Network has published an exclusive report detailing the key trends and challenges within customer experience in the past 12 months and what this means for CX leaders in 2016.

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Learning and Development Trends of 2016: A Matter worth the Second Glance

4claveFor the past five years, you probably see an avalanche of predictions on Learning & Development programs that will somehow set the tone for organizations every year. The list is nothing new---- Mobile Learning, E-Learning, and Gamification are always at the top, among others. The list, like reading your horoscope becomes an entertaining piece; it showcases the bells and whistles of what’s to come and what’s hot or not in the next 1-3 years.

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The motivation in a Labyrinth, vicissitudes of modern leadership

laberintoWhen you reflect about your work day, often find that you already did everything as you can do to motivate your employees, so that they feel happy working in the company and be part of your team. However, it doesn't happen. Inevitably a malaise of unknown provenance begins to seep: rough conversations with customers, fluctuations in performance, and frequent changes of mood.

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Manual for Strategic Management Contat Center

Written by Elsa Basile. Learning Goals, Issues Debates, Case Studies on Human Capital, Technology, Operations and Management