Call +1 321.282.1900 | +1 844.296.4177

Contact Us

Author Archives: Gilles Beaulac, Co-Founder, CEO

Call Center Reports: Our Reporting Requirements

Any good manager knows that it does not take hundreds of reports to run his business. But it does take the right ones. And these key reports need to evolve with the company.   Fundamentally, there are 2 kinds of … Continue reading

Posted in Performance Management, Reporting
Leave a comment

So you think your performance management reports measure up?

Most of us are satisfied with the performance reports that we are using. Our operations are running relatively smooth. We achieve our goals month after month and year after year. We even manage to improve quality and productivity. Our employees … Continue reading

Posted in Performance Management, Reporting
1 Comment

How to improve productivity and quality and maintain a positive environment?

It seems most leaders have struggled with these goals many times in their careers. Employees hear “decrease quality” when they hear the boss ask for increased productivity. Many leaders asking for better quality are afraid to decrease productivity. I have … Continue reading

Posted in Performance Management, Process Improvement
Leave a comment

Statistics: The Good, The Bad and The Ugly

The Good: Statistics are an integral part of any business. They are superb when you want to understand your market and your performance. They are invaluable when you have no way of knowing the future outcome of a given situation. … Continue reading

Posted in Performance Management, Reporting
Leave a comment

Real-Time Or Historical Management

To paraphrase the words of the late Stephen Covey, the balance is in the ‘AND’ not the ‘OR’. Therefore, when it comes to real-time or historical management, both are definitely crucial for anyone in a leadership role. They each have … Continue reading

Posted in Reporting, Workforce Management
Leave a comment

3 Fundamental Reasons Employees Do Not Perform.

Many of us have experienced the frustration of not knowing how to get some of our employees to perform according to our expectations. In our hustle and bustle day-to-day bump and grind we may even miss the obvious signs. Here … Continue reading

Posted in Performance Management, Workforce Management
Leave a comment

Call Center Improvements: How to Set a Service Level Goal

If you have been working in call centers for a while doubtless you have heard it said years ago that the standard goal for service level was 80% calls answered in 20 seconds. Nowadays businesses recognize that you can’t pigeonhole … Continue reading

Posted in Customer Service, Process Improvement, Workforce Management
Leave a comment

Call Center Management: Handling Time

Everyone knows that to run an efficient call center you focus on the time it takes for agents to handle calls. Everyone is also painstakingly aware of the disadvantages of focusing too much on this indicator. Some experts and some … Continue reading

Posted in Performance Management, Process Improvement, Workforce Management
Leave a comment

Call Center Improvements: New Hires Integration Program

It’s always better when you can hire new employees with the amount of experience you require. But this is not always as easy as it seems. Usually your competitors are also out there scourging the terrain which creates a higher … Continue reading

Posted in Customer Service, Process Improvement
Leave a comment

Call Center Voice: Agents’ Got Talent

For any of us who run a call center it is easy to lose sight of an important fact. Yet this fact literally means the difference between a great brand and a dud. We can spend millions of dollars on … Continue reading

Posted in Customer Service, Process Improvement
Leave a comment