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
Join us for this summit:
More from this community:

Leadership

Webinars and videos

  • Live and recorded (208)
  • Upcoming (3)
  • Date
  • Rating
  • Views
  • Join us for another session of our Practical Marketing series to learn about increasing your local brand awareness. Every small business needs to define who they are, to tell their unique story, and to attract attention and awareness from the right target audiences. Our small business experts will share thoughts on immediate action items to help you do just that.
  • Since December last year, the U.S. Federal Reserve has started the process of the much-talked about tapering, thanks to some positive data coming out from the U.S. How much headwinds will Asia experience due to the monetary policy normalization in the U.S. and will China see a more pronounced slowdown as data have been indicating? How much should we read on the tapering and China's slowdown, and what does it mean for investors in 2014?

    Gain insights from our experts.
    - The challenges Central Banks are facing globally as they need to rein in on loose monetary policy.
    - Will Asian currencies manage to hold their ground in a rising U.S. interest rate environment?
    - How well prepared are the Asian economies and is de-coupling from the West a reality or a myth.
    - China RMB Internationalization, India Rupee outlook with Mid-year elections, SEA currencies outlook.

    Speakers:
    Patrick Teng, Founder and Chief Dealer at Six Capital
    Dominic Schnider, Head of FX in APAC and commodities globally at UBS Wealth Management

    Moderator: Anthony Capozzoli, Faculty of the University of Chicago’s Program on Financial Mathematics at the Chicago and Singapore campuses
  • The growth of Cloud services presents a perfect opportunity for organisations of all sizes to meet the continuing demand to resume operations quicker and more efficiently when a disaster scenario occurs. Many organisations have improved their resiliency through new ways of delivering IT Services such as virtualisation, but their backup and recovery for the purpose of DR has, in almost all cases, stood still.
    As we move more and more to Cloud-based services and evaluate these against current DR methodology, it begins to highlight the gaps that exist between business expectation and what IT can actually deliver. These gaps in time will cost the business in terms of lost revenues and reputation, and whilst it is difficult to count the cost of your reputation being tarnished, counting the cost of lost revenues is much easier to measure.
    Cloud services can be cost-effectively utilised to leverage existing IT investments to meet business continuity objectives, such as achieving quicker business resumption. But what is the cost of not implementing ‘DRaaS’ and failing to match your BC strategy with your current IT infrastructure?
  • The BCI's annual Horizon Scan report, in partnership with BSI, was published in March and revealed that it is the IT-related threats that are continuing to provide the greatest concern for organizations, ranking above other threats such as natural disasters, security incidents and industrial disputes. Three quarters (77%) of business leaders fear the possibility of an unplanned IT and telecoms outage and 73% worry about the possibility of a cyber-attack or data breach. The report also identifies long-term trends, with 73% seeing the use of the internet for malicious attacks as a major threat that needs to be closely monitored, with 63% feeling the same way about the influence of social media. In this webinar, the report's author - Andrew Scott - will discuss the findings in greater depth along with BSI's Lorna Anderson.
  • Mega-trends will not affect your organisation in the same way as a disaster, but they can have a far greater long term strategic impact. Some of these mega-trends will not come to fruition until 2050, and so it's easy to understand why many organisations choose to ignore them in favour of more immediate operational business issues. We at PwC believe that by continuing to ignore them, you leave your organisation exposed to strategic issues and that there are practical solutions that you can implement now to make your organisation more resilient.
  • Are we missing some of the basic building blocks as we aim to deliver a truly resilient technology landscape?

    IT has evolved significantly over the last thirty years. An organisations services in the 70's were often hosted on single pieces of infrastructure with limited connections to other systems. This configuration made disaster recovery and resilience relatively simple. Today, even a moderately sized organisation has services with many connections, both internal and external, and hosts across multiple platforms.

    To be able to build effective resilience or recovery capability an end to end approach has to be taken, which is often contrary to structure of the technology organisation. This in turn puts the availability of services at risk. Failure to respond to this challenge means that organisations are leaving themselves open to significant costs and eroding client relations.

    We aim to discuss this topic at length and will educate our viewers while hopefully leaving them with some practical pointers towards future strategy development.
  • Business Continuity is often seen as the preserve of large regulated corporates and it is sometimes hard to know where to start. Most organizations have limited time and resources and busy schedules. This webinar will show:
    - a time efficient and engaging way of working that includes an deeper understanding of dependencies and responsibilities and form a useful foundation for the work ahead
    - the process and method used, based on clients’ needs and requirements, as a simpler version of the BCM process
    - what is required from the organization and the output from the work
    - that it is not rocket science and simple enough for everybody to use
    This webinar will guide the audience through each step of the methodology and also show examples how is has been used in different contexts depending on type of organization and focus area. It will describe how the preparations is done to achieve effect.
  • On Tuesday 18th March at 11am GMT, as part of Business Continuity Awareness Week, the BCI will host a flashblog (a bit like a flashmob but for bloggers so they don't have to leave their computers). Each blogger wrote a blog all with the same subject - 'counting the costs and benefits of business continuity, a perspective of ' Many different bloggers will be contributing, some working in BC and some just with an interest so the perspectives are varied and all the blogs and with all blogs posted at the same time no one can tell what anyone else has written. In this webinar, the organizer of the flashblog - Ken Simpson - discusses what people wrote and identifies themes and challenges that the industry may face in the future.
  • The costs of business continuity fall into two area: cost of having it and (of course) the cost of not having it. Working with many clients of all sectors and sizes we often see that organisations quantify the costs of implementing business continuity, but fail to win the investment argument with their senior management by quantifying the costs of not investing in effective business resiliency. In this webinar, Tony will set out the approach he takes to building a business case for making that investment.
  • Outsourcing parts of your business is a great way to reduce overheads and improve efficiencies. But do your homework first before deciding to take the plunge on an outsource partner. All too often due diligence stops at the signing of an SLA, whereas In reality there is no guarantee that your SLA partner will even be able to meet it. You need to dig under the hood and take a few extra precautionary steps to ensure delivery, else your business could suffer a common fate when you can least afford it. This webinar will cover the most common pitfalls in outsourcing as well as practical advice on building a robust suppler network.
  • Channel
  • Channel profile
Up Down
  • Why Migrate to a Cloud Call Center? Recorded: Apr 11 2014 30 mins
    Why are so many companies moving to the cloud? What is motivating the shift from traditional premise-based phone systems to the cloud? Learn about the benefits of cloud based call centers from Evolve IP’s Contact Center Practice leader, Rich Fox. Rich spent many years leading call centers with thousands of agents. Find out why the cloud is a game-changer in the industry.
  • Simple is Better – Top 5 Reasons to Implement an Integrated WFO Strategy Recorded: Apr 2 2014 27 mins
    Industry analysts agree, an integrated WFO and analytics strategy drives key benefits in efficiency and cost. And yet less than 10% of the market has implemented a truly integrated approach to optimization. By not optimizing resources, business are hindered by limited insight to drive the informed decision making that is required to optimize their operations. They are leaving opportunity on the table. In this presentation, Calabrio will review the top reasons that customers are implementing WFO to drive better results in their contact center and through their organization.
  • InnoSource, Higher Standards for Hire Solutions Recorded: Apr 1 2014 14 mins
    A brief overview of the people and process that make InnoSource stand out against traditional staffing firms.
  • Perspectives on Leadership with Jim Vitali Recorded: Mar 13 2014 26 mins
    Perspectives is an executive interview series. These one-on-one conversations with Contact Center Leaders let us explore their insights and personal experience on effective leadership.
  • Trend Spotting: 7 Big Contact Center Changes to Look Out for in 2014 Recorded: Mar 10 2014 24 mins
    Join this podcast to review key findings of the 2013 Contact Center Benchmark Assessment. Compiled from the insights of over 300 contact center professionals, it unearths the trends and objectives at the heart of contact center strategy in 2013. Join Mariann McDonagh, Chief Marketing Officer at inContact, as she shares the results and the 7 big changes set to impact the contact center industry this year.
  • Perspectives on Leadership with Linda Souva Recorded: Feb 5 2014 27 mins
    Perspectives is an executive interview series. These one-on-one conversations with Contact Center Leaders let us explore their insights and personal experience on effective leadership.
  • Perspectives on Leadership with Yolanda France, Salt River Project Recorded: Feb 4 2014 27 mins
    Perspectives is an executive interview series. These one-on-one conversations with Contact Center Leaders let us explore their insights and personal experience on effective leadership.
  • Perspectives on Leadership with Steve Riddell, COO, Blinds.com Recorded: Nov 20 2013 33 mins
    An interview series with Contact Center Leaders to explore their perspectives, insights, and experiences on effective leadership in the contact center environment.
  • Perspectives on Leadership with Amas Tenumah, VP of Operations with Teleflora Recorded: Oct 29 2013 29 mins
    Perspectives on Leadership is an executive interview series with Contact Center Leaders to explore their perspectives, insights, and experiences on effective leadership in the contact center environment.
  • Perspectives on Leadership with Greg Alcorn of GCS Recorded: Oct 23 2013 35 mins
    Perspectives on Leadership is a one-on-one interview series with Contact Center Leaders to explore their perspectives, insights, and experiences on effective leadership in the contact center environment.
  • Perspectives on Leadership with David Warner, Sutherland Global Services Recorded: Oct 22 2013 24 mins
    Perspectives on Leadership is a one-on-one interview series with Contact Center Leaders to explore their perspectives, insights, and experiences on effective leadership in the contact center environment.
  • Delivering a Remarkable Experience -From Metrics to Empowerment Recorded: Sep 20 2013 25 mins
    World Travel Holdings believes by empowering and engaging our employees, customer satisfaction and loyalty will follow. Karen Reynolds will describe why her team knew they had to change the way they managed, and how they moved from a culture focused on metrics and productivity to a culture focused on empowerment and engagement.
  • 6 Disruptive Forces That Can Derail Your Customer Experience Recorded: Sep 18 2013 23 mins
    Successful organizations today recognize that customer experience is a real, necessary component to the overall strategy of thriving organizations. Despite our efforts in developing and managing customer experience programs, customer service teams, and aligning organizations around focusing on customers, there are disruptive forces inherent in the way customers work that, if not managed, can detail any customer experience program.
    Social influence, product engagement, access to resources, needs awareness, and time as a resource are among disruptors that all organizations need to manage in order to properly sustain their customer experience development efforts.
  • “Quality” – A Reality Revolution Recorded: Sep 11 2013 21 mins
    Join Jennifer Richard, Director Contact Center Operations at McKesson as she shares her organizations Quality Revolution journey and how it has led to an elevation of the customer (and agent) experience. An ICMI Certified Contact Center Strategic Leader, Jen has been leading contact centers for over 15 years. Her concept of evaluating and evolving the QA process, then equipping agents with the tools and understanding to be successful, is changing the status quo for her organization.
  • Customer Experience: It’s Not Just the CSAT Score – It’s a Journey Recorded: Sep 11 2013 25 mins
    Building a world-class customer experience is much more than just achieving a specific customer satisfaction (CSAT) score. When you consider the number of performance factors across the enterprise –it’s important to understand how people, processes and technology impact the business. What are the primary drivers for delivering service excellence? What is your strategy for improving agent performance? How are agents leveraging systems and applications on the desktop? These are pertinent questions to ask when evaluating your customer experience program. During this discussion, you’ll gain valuable insight into these questions and hear how customer-centric organizations are transforming their service operations for maximum impact.
  • Customer Centricity Best Practices Recorded: Sep 9 2013 24 mins
    What can your call center do each and every day to ensure a great customer experience? Listen to this session to learn how best-practice companies create great customer contact organizations. Best practice companies teach us to be wise in how we solicit, listen, and respond to customer feedback. They demonstrate practical ways we can create the customer-preferred and fiscally-responsible experience for each and every customer contact regardless of channel (phone, email, web, chat). Each decision whether about technology, measurements, service level, employee reward or recognition requires us to shift our perspective from a product centric approach to one of viewing each interaction from the customer’s point of view.
  • You Ready for the Omni-channel Consumer? Recorded: Sep 6 2013 19 mins
    Michael Kropidlowski, Senior Product Marketing Manager with Aspect Software shares some insights from this year's CCNG Contact Center Executive Summit content and discussion around delivering exceptional customer experiences with next-generation customer contact.
  • Pioneering And The Customer Experience Recorded: Aug 30 2013 17 mins
    Join industry thought leader Todd Hixson as he shares his views on how pioneering helps to deliver exceptional customer experience. Todd has been in contact center operations / management for 14 yrs, working for Travelocity and Intuit. He has been an out-sourcer, in-sourcer, and us-sourcer with a belief in efficiencies realized using creative scheduling, performance based "right for me" shift bidding, and pushing limits with optimization that keep an eye on delighted customers and engaged employeesPioneering And The Customer Experience
  • Teleflora: How Speech Analytics Impacts Customer Experience Recorded: Aug 29 2013 24 mins
    Hear from CCNG member and Executive Summit presenter Amas Tenumah, VP Contact Center Operations at Teleflora discuss how they have implemented, learned, improved, and grow with speech analytics in the customer service contact center operations.
  • Leading the Starbucks Way Recorded: Aug 28 2013 22 mins
    CCNG talks with Joseph Michelli, Ph.D., NY Times #1 Bestselling Author, Customer Experience Consultant, Professional Speaker to share insights on how to create craveable experiences that drive customer loyalty. In this webcast interview titled Leading the Starbucks Way, Dr. Michelli will unpack leadership concepts explored in his soon to be released McGraw-Hill book of the same name. You will not only learn the way Starbucks leaders transformed the brand in response to financial challenges but more importantly you will understand how you can elevate the experience you provide to your team and customers. Join us and share with your contact center and customer care, customer experience colleagues!
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.
Try a powerful marketing platform for your videos and webinars. Learn more  >

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Call Center 101, Sharing Best Practices
  • Live at: Jul 29 2010 6:15 pm
  • Presented by: Shane Collins, Director Application Development at Ticketmaster
  • From:
Your email has been sent.
or close
You must be logged in to email this