Call Center 101, Sharing Best Practices

Shane Collins, Director Application Development at Ticketmaster
CCNG speaks with Denver member Shane Collins, Director, Application Development at Ticketmaster about several areas of best practices in contact center operations including -

* Driving performance while holding down Attrition
* Results of having trainers and recruiters meet to discuss applicants once they are in the training process
* Defining the skills and attributes needed to target a candidate that best fits into the "sweet spot"
* And much more....

Come listen and ask Shane questions about how TicketMaster accomplishes results from these call center best practices.

Shane Collins contact center management experience includes his current work at TicketMaster, and past experiences at
NCO, T-Mobile, Gateway and MCI call center operations.
Jul 29 2010
33 mins
Call Center 101, Sharing Best Practices
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CCNG member topics for contact center& customer care professionals
CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners.

Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.

This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.

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  • Title: Call Center 101, Sharing Best Practices
  • Live at: Jul 29 2010 6:15 pm
  • Presented by: Shane Collins, Director Application Development at Ticketmaster
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