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                                   Top Tips For Getting Your Staff To Improve Customer Service
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                                  We wanted to know from contact center professionals their top tips in regards to getting staff members        Login
 Industry Certification           motivated to provide the best possible customer service. Each tip provides wisdom that can help you           Username:
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                                           "Contact center science shows that of all quality drivers and drivers of employee commitment         Become a Member
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                                           to customer satisfaction, one of the most powerful is supervisory and peer support of fellow
Contact Center/CRM News                    service team members during the service delivery process. Provide adequate supervisory
Customer Service Stories                   support, and cultivate team-based support processes and practices. If you want to raise              Newsletter Registration
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                                           and coaching. Then make annual supervisor training mandatory, for current supervisors and
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 Tools & Utilities                         Good supervisory support practices in a team environment are infectious. You’ll reap more
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                                           "S-O-P. Standard Operating Procedures. There are few things more frustrating than asking
                                           two agents the same question and getting two different answers, then escalating to a
                                           supervisor and getting a third answer, then reviewing your account documents and finding
                                           that none of the answers are consistent with the guidelines you have in writing. Standardize
FEATURED SUPPLIERS                         your processes and get everyone working from the same playbook."
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             week:                         - John Gourdin, Financial Advisor, New York Life, United States

                                           "Recruitment and selection of agents who have a positive attitude, as being enthusiastic
    Top Ranking Performers                 during the call will open up impactful conversations, knowledge and other skills can be trained
      Conferences 2010                     in, but a good attitude is part of persons make up."
                                           - Christine Bryant, Head of Contact Centre Management, Wunderman, United Kingdom
                                                                                                                                                   14
  Blue Ocean Contact Centers               "To attend correct customer service training. Any training that is given must be fully piloted
                                           and examined to ensure that this is correct for the call centre that you are trying to develop.
                                           There are many courses that are available and places for example the Industrial society may             28
                                           be something that may be considred."
                                           - Pat Webber, Change Manager, United Kingdom
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                                           - Silvio Stroescu, Head of National Channels, Analytics and Support, ING Direct, Canada


                                           "Burn out. Managers and agents have to be very aware of the initial signs of burn out, cancers
                                           or agents that play the "wait till I get fired game". Momentum and rhythm can either make or
                                           break a campaign and there should never be a weak link to the chain. Address the situation
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http://www.contactcenterworld.com/static/ar/ar_%7B3021E373-692F-4C59-9BA6-15D6A... 5/26/2010
Article : Top Tips For Getting Your Staff To Improve Customer Service - CRM, Contact ... Page 2 of 4



                                     "My tip would be for managers and not for the staff. Role playing, quizzes, and interactive
   Business Systems UK Ltd
                                     training will get better results than handing out employee handbooks and pacing the floor
                                     admonishing employees that don't have their shirts tucked in or sound tired on the phone.
                                     Having employees play your customers can help them anticipate problems, learn to have
                                     empathy, and think like your customers do."
                                     - Russell Schmidt, CEO, Extenda Communications, United States
Click on the company name for more
               details!
                                     "Trust your staff more, and give them the training they need to be more successful. You
                                     invariably get significant performance improvements when you give contact centre agents
                                     more control over different aspects of their jobs."
                                     - Robert Wint, Senior Vice President Marketing, EMEA, Verint Systems , United Kingdom


                                     "When we analyse calls handled by agents that receive the highest customer satisfaction
                                     results, there are quite a few observations that differentiate their calls. Using the ContactPlus
                                     evaluation framework, those agents who provide a great service rate higher on skills and
                                     behaviours such as listening, questioning and empathy. However, if I were to distil these skills
                                     and behaviours into one tip it would be – “Always try to deal with each customer the way that
                                     you would like to be treated”. It really is the golden rule, and all of us who work in call centres
                                     also spend enough times speaking to call centres as a customer to be able to put ourselves in
                                     the shoes of our customers."
                                     - James Eyre, Head of UK Sector Marketing, Vertex, United Kingdom

                                     "Make sure one of the final steps in the selection process involves, if at all possible, having
                                     the candidate spend time on the production floor with people actually doing the job for which
                                     they are applying. It's an eye opening experience to some, and despite best efforts many do
                                     not seem to fully grasp the concept until they see it "live." I'll also offer another tip - Employee
                                     Engagement teams. Make sure front line employees (a sub-set that represents the larger
                                     group) are actively involved in issue resolution, policy creation and continuous improvement
                                     efforts of the site to the greatest extent possible. They usually have the right answers. When
                                     in doubt (and often when not), ask the front line employees."
                                     - Ellen Hosafros, Marketing Communications Manager, Connextions Inc, United States

                                     "Put yourself in the mind of your customers. Most of us have had a poor customer service
                                     experience at some point in our lives, and we often find ourselves saying, if they would only
                                     take time to think about how this makes me feel."

                                     - Steve Shefveland, CEO, Ashesi Global Services, Inc. (AGS), United States


                                     "Commitment to customer satisfaction. When it comes to your staff it is important to hire
                                     people who sincerely care about the needs of others. An employee that honestly cares about
                                     the welfare of others will make the best effort to satisfy their needs and wants. Maintaining a
                                     staff that takes pride in supporting and solving customer problems is the best way to provide
                                     the highest level of customer service."
                                     - Dan Whelan, Senior Vice President, Worldwide Support, Epicor Software Corporation,
                                     United States

                                     "Situations cannot be pre-scripted but the skills to structure the handling of any situation can
                                     be taught. Staff has to be taught key skills related to resolving contradictions making use of
                                     readily available resources to make them more innovative in their thinking.

                                     Systems can crash, staff strength may be low on any given day, the volume of customer
                                     transactions may spike and many other things could go wrong but the structured approach to
                                     each situation remains unchanged. This is a key skill that staff need to be taught to avoid
                                     situations like staff blanking out for lack of answer, staff regurgitating what was taught to them
                                     in their induction training."
                                     - Aditya Bhalla, Practice Head, Innovation Practice, QAI Global Service, India

                                     "People are generally more capable than managers give them credit for and enjoy being
                                     involved in solutions. Treat them as you would wish them to treat your customers and involve
                                     them in improvement. They usually know what needs fixing and just need the tools and
                                     methodologies to help them."
                                     - Sue Warner, Call Center - Manager, Six Sigma Student - Southampton Solent
                                     University, United Kingdom

                                     "High employee engagement is the first step to good/great customer satisfaction scores.
                                     Proper coaching and training is also required, but if you have the commitment and
                                     engagement from your team members you’re heading in the right direction."
                                     - Phil Taylor, Head Of Sales & Service Toronto, ING Direct, Canada


                                     "To deal with any enquiry at the first point of contact and when it can’t be resolved straight
                                     away be pro-active in responding. Never leave a customer feeling like their problem has not
                                     been taken seriously or solved.

                                     If you act fast, customers are more likely to want to return to you. Even if you don’t get the
                                     problem resolved first time the fact that you have contacted the customer to provide them with
                                     an update will leave them with a positive experience."
                                     - Jonathan Grant, CEO, New Voice Media, United Kingdom




http://www.contactcenterworld.com/static/ar/ar_%7B3021E373-692F-4C59-9BA6-15D6A... 5/26/2010
Article : Top Tips For Getting Your Staff To Improve Customer Service - CRM, Contact ... Page 3 of 4



                          "Empower your support staff to make decisions on exceptions--the best retailers do this.
                          When you have a problem, the CSR offers solutions and often includes some sort of
                          compensation (e.g., free shipping, a discount, a credit, etc.) for your trouble. Educate the
                          CSRs so they can make these decisions and help smooth rocky customer relationships."
                          - Patricia Seybold, CEO, Patricia Seybold Group, United States

                          "Staff members want to do a good job, but 95% of what goes on in a call center is controlled
                          by the processes. Look at improving the processes to help the staff shine."

                          - Dave Thomson, European Marketing Manager, Cisco Systems, United Kingdom


                          "Take the initiative to be an advocate of your clients. Put the requirements for training,
                          scheduling, documentation, procedures, and systems needs in the context of how it will
                          enable superior service. Help management understand WHY things have to improve so that a
                          clearly communicated ROI in terms of service improvement, customer retention, and over time
                          market share, can be attributable to what may appear initially as trite requests. Have the
                          courage and fortitude to persist - companies need more "heroes" at the front line, and to get
                          them, it is going to mean taking the risks to get that point across."
                          - Steve Callahan, Practice Development Director, R E Nolan Company, United States

                          "Tackle call pattern forecasting to within 90%. Until you know when you actually need your
                          agents there, you are never going to overcome high queues and long wait times for
                          customers."
                          - David Shaffer, Director, West Corporation, United States

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                  Date Published: Wednesday, May 26, 2010
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                      Topic                                                                  Latest Post
                      Today's Tip Of The Day - "Test Skills When Recruiting"                 Wed, May, 19 2010 7:06 AM EST

                      Today's Tip Of The Day - "Team Leaders"                                Thu, May, 13 2010 5:26 AM EST

                      Today's Tip Of The Day - "Incentives"                                  Mon, May, 10 2010 3:24 PM EST

                      Today's Tip Of The Day - "Educate To Accumulate!"                      Mon, May, 10 2010 2:48 PM EST

                      Today's Tip Of The Day - "Recognition"                                 Sun, May, 2 2010 5:00 AM EST

                      Today's Tip Of The Day - "Stop-Start-Continue"                         Fri, Apr, 23 2010 9:11 PM EST

                      Today's Tip Of The Day - "Cancel Training At Your Peril"               Fri, Apr, 23 2010 6:08 AM EST

                      Today's Tip Of The Day - "Scripting"                                   Fri, Apr, 23 2010 5:37 AM EST

                      Today's Tip Of The Day - "Recruiting The Right Staff"                  Thu, Apr, 22 2010 7:48 PM EST

                      Benchmark request: time spent in training?                             Wed, Apr, 21 2010 8:17 PM EST

                      Today's Tip Of The Day - "Think About Demotivating Your                Wed, Apr, 21 2010 1:51 PM EST




http://www.contactcenterworld.com/static/ar/ar_%7B3021E373-692F-4C59-9BA6-15D6A... 5/26/2010
Article : Top Tips For Getting Your Staff To Improve Customer Service - CRM, Contact ... Page 4 of 4



                                           Staff"
                                           Today's Tip Of The Day - "Training Sweetener"                                    Mon, Apr, 19 2010 5:30 PM EST

                                           Taking Pride in your Work                                                        Mon, Apr, 19 2010 6:58 AM EST

                                           Profiling New Hires                                                              Mon, Apr, 19 2010 6:58 AM EST

                                           Team Developement                                                                Mon, Apr, 19 2010 6:58 AM EST


                                                                                                1 2 3 4 5 6


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http://www.contactcenterworld.com/static/ar/ar_%7B3021E373-692F-4C59-9BA6-15D6A... 5/26/2010

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201005 Contact Center World: Top Staffing Tips for Call Centers

  • 1. Article : Top Tips For Getting Your Staff To Improve Customer Service - CRM, Contact ... Page 1 of 4 EDITION: GLOBAL NORTH AMERICA CENTRAL & SOUTH AMERICA UK & IRELAND EUROPE MIDDLE EAST & AFFRICA AUSTRALIA & NEW ZEALAND ASIA OVER 121,000 MEMBERS The Global Association for Contact Center Best Practices & Networking CHANNELS: Agent Zone Benchmarking CRM HR Outsourcing Performance Quality Technology Telecom Training Workforce Management Top Tips For Getting Your Staff To Improve Customer Service Industry Awards We wanted to know from contact center professionals their top tips in regards to getting staff members Login Industry Certification motivated to provide the best possible customer service. Each tip provides wisdom that can help you Username: find the way to excelling in your service levels. For Your Center Password: Conferences & Events - a survey by Joss Jalbert, ContactCenterWorld.com Editorial Features Forgot Password? "Contact center science shows that of all quality drivers and drivers of employee commitment Become a Member Articles & Papers Case Studies to customer satisfaction, one of the most powerful is supervisory and peer support of fellow Contact Center/CRM News service team members during the service delivery process. Provide adequate supervisory Customer Service Stories support, and cultivate team-based support processes and practices. If you want to raise Newsletter Registration Contact Center Research employee retention, hire, train, and retain great call center supervisors. Look for (or cultivate) Executive Interviews supervisors that have exceptional skills in team building, conflict management, quality Email: Today's Contact Center Tip Video Interviews monitoring, training, mentoring, time management, attrition management, coaching, coaching and coaching. Then make annual supervisor training mandatory, for current supervisors and Forums team leads. Tools & Utilities Good supervisory support practices in a team environment are infectious. You’ll reap more and more service improvements for less and less investment." Site Map About this Site - Nina Kawalek, CEO, RCCSP Professional Education Alliance, United States Contact Us "S-O-P. Standard Operating Procedures. There are few things more frustrating than asking two agents the same question and getting two different answers, then escalating to a supervisor and getting a third answer, then reviewing your account documents and finding that none of the answers are consistent with the guidelines you have in writing. Standardize FEATURED SUPPLIERS your processes and get everyone working from the same playbook." on ContactCenterWorld.com this week: - John Gourdin, Financial Advisor, New York Life, United States "Recruitment and selection of agents who have a positive attitude, as being enthusiastic Top Ranking Performers during the call will open up impactful conversations, knowledge and other skills can be trained Conferences 2010 in, but a good attitude is part of persons make up." - Christine Bryant, Head of Contact Centre Management, Wunderman, United Kingdom 14 Blue Ocean Contact Centers "To attend correct customer service training. Any training that is given must be fully piloted and examined to ensure that this is correct for the call centre that you are trying to develop. There are many courses that are available and places for example the Industrial society may 28 be something that may be considred." - Pat Webber, Change Manager, United Kingdom 41 TopPlace2Work LATEST MEMBERS ASSISTAT MANAGER OPERATIONS HCL-BSERVE OPERATIONS Allnone MANAGER ACS INC PROGRAM MANAGER AGESS RESEARCH CONSULTANT "Place more emphasis on people skills versus technical expertise/experience. Hire people Over 121,163 Members in the oriented agents who genuinely care about helping others and they will overcome technical contact center, help desk, OPEX Hosting CRM industry learning curves. The genuinely care factor is very difficult to teach." View members' directory - Silvio Stroescu, Head of National Channels, Analytics and Support, ING Direct, Canada "Burn out. Managers and agents have to be very aware of the initial signs of burn out, cancers or agents that play the "wait till I get fired game". Momentum and rhythm can either make or break a campaign and there should never be a weak link to the chain. Address the situation immediately, show compassion and if possible, work with the agent to have them find their Global Benchmarking Study of composure and go the distance. If you see the agent has lost their spark or desire to be Top Performers successful, they must be removed and substituted with a fresh face that is ready to conquer the world. Just remember, it is nothing personal and is in the best interest of the company and especially, the client." - Richard Blank, CEO, Costa Rica's Call Center, Costa Rica http://www.contactcenterworld.com/static/ar/ar_%7B3021E373-692F-4C59-9BA6-15D6A... 5/26/2010
  • 2. Article : Top Tips For Getting Your Staff To Improve Customer Service - CRM, Contact ... Page 2 of 4 "My tip would be for managers and not for the staff. Role playing, quizzes, and interactive Business Systems UK Ltd training will get better results than handing out employee handbooks and pacing the floor admonishing employees that don't have their shirts tucked in or sound tired on the phone. Having employees play your customers can help them anticipate problems, learn to have empathy, and think like your customers do." - Russell Schmidt, CEO, Extenda Communications, United States Click on the company name for more details! "Trust your staff more, and give them the training they need to be more successful. You invariably get significant performance improvements when you give contact centre agents more control over different aspects of their jobs." - Robert Wint, Senior Vice President Marketing, EMEA, Verint Systems , United Kingdom "When we analyse calls handled by agents that receive the highest customer satisfaction results, there are quite a few observations that differentiate their calls. Using the ContactPlus evaluation framework, those agents who provide a great service rate higher on skills and behaviours such as listening, questioning and empathy. However, if I were to distil these skills and behaviours into one tip it would be – “Always try to deal with each customer the way that you would like to be treated”. It really is the golden rule, and all of us who work in call centres also spend enough times speaking to call centres as a customer to be able to put ourselves in the shoes of our customers." - James Eyre, Head of UK Sector Marketing, Vertex, United Kingdom "Make sure one of the final steps in the selection process involves, if at all possible, having the candidate spend time on the production floor with people actually doing the job for which they are applying. It's an eye opening experience to some, and despite best efforts many do not seem to fully grasp the concept until they see it "live." I'll also offer another tip - Employee Engagement teams. Make sure front line employees (a sub-set that represents the larger group) are actively involved in issue resolution, policy creation and continuous improvement efforts of the site to the greatest extent possible. They usually have the right answers. When in doubt (and often when not), ask the front line employees." - Ellen Hosafros, Marketing Communications Manager, Connextions Inc, United States "Put yourself in the mind of your customers. Most of us have had a poor customer service experience at some point in our lives, and we often find ourselves saying, if they would only take time to think about how this makes me feel." - Steve Shefveland, CEO, Ashesi Global Services, Inc. (AGS), United States "Commitment to customer satisfaction. When it comes to your staff it is important to hire people who sincerely care about the needs of others. An employee that honestly cares about the welfare of others will make the best effort to satisfy their needs and wants. Maintaining a staff that takes pride in supporting and solving customer problems is the best way to provide the highest level of customer service." - Dan Whelan, Senior Vice President, Worldwide Support, Epicor Software Corporation, United States "Situations cannot be pre-scripted but the skills to structure the handling of any situation can be taught. Staff has to be taught key skills related to resolving contradictions making use of readily available resources to make them more innovative in their thinking. Systems can crash, staff strength may be low on any given day, the volume of customer transactions may spike and many other things could go wrong but the structured approach to each situation remains unchanged. This is a key skill that staff need to be taught to avoid situations like staff blanking out for lack of answer, staff regurgitating what was taught to them in their induction training." - Aditya Bhalla, Practice Head, Innovation Practice, QAI Global Service, India "People are generally more capable than managers give them credit for and enjoy being involved in solutions. Treat them as you would wish them to treat your customers and involve them in improvement. They usually know what needs fixing and just need the tools and methodologies to help them." - Sue Warner, Call Center - Manager, Six Sigma Student - Southampton Solent University, United Kingdom "High employee engagement is the first step to good/great customer satisfaction scores. Proper coaching and training is also required, but if you have the commitment and engagement from your team members you’re heading in the right direction." - Phil Taylor, Head Of Sales & Service Toronto, ING Direct, Canada "To deal with any enquiry at the first point of contact and when it can’t be resolved straight away be pro-active in responding. Never leave a customer feeling like their problem has not been taken seriously or solved. If you act fast, customers are more likely to want to return to you. Even if you don’t get the problem resolved first time the fact that you have contacted the customer to provide them with an update will leave them with a positive experience." - Jonathan Grant, CEO, New Voice Media, United Kingdom http://www.contactcenterworld.com/static/ar/ar_%7B3021E373-692F-4C59-9BA6-15D6A... 5/26/2010
  • 3. Article : Top Tips For Getting Your Staff To Improve Customer Service - CRM, Contact ... Page 3 of 4 "Empower your support staff to make decisions on exceptions--the best retailers do this. When you have a problem, the CSR offers solutions and often includes some sort of compensation (e.g., free shipping, a discount, a credit, etc.) for your trouble. Educate the CSRs so they can make these decisions and help smooth rocky customer relationships." - Patricia Seybold, CEO, Patricia Seybold Group, United States "Staff members want to do a good job, but 95% of what goes on in a call center is controlled by the processes. Look at improving the processes to help the staff shine." - Dave Thomson, European Marketing Manager, Cisco Systems, United Kingdom "Take the initiative to be an advocate of your clients. Put the requirements for training, scheduling, documentation, procedures, and systems needs in the context of how it will enable superior service. Help management understand WHY things have to improve so that a clearly communicated ROI in terms of service improvement, customer retention, and over time market share, can be attributable to what may appear initially as trite requests. Have the courage and fortitude to persist - companies need more "heroes" at the front line, and to get them, it is going to mean taking the risks to get that point across." - Steve Callahan, Practice Development Director, R E Nolan Company, United States "Tackle call pattern forecasting to within 90%. Until you know when you actually need your agents there, you are never going to overcome high queues and long wait times for customers." - David Shaffer, Director, West Corporation, United States Related Articles • Motivating Employees to Take Pride • Tips For Improving Customer Service Through Staff • What Are The Biggest Challenges Facing The Industry? Part 1 • Three Days With The Best In The World • Three Days With The Best In The World • How Call Blending Can Help You Achieve Maximum Service Levels About ContactCenterWorld.com: ContactCenterWorld.com (www.ContactCenterWorld.com), the conference, research and on-line magazine for the contact center industry is a resource for contact center professionals around the world. Through a unique blend of high value editorials and carefully placed advertising, clients around the world benefit from substantial exposure and quality leads. We currently have over 120,000 corporate members of which 40% are at a senior executive level within Contact Centers globally. The quality content on the site is what draws 7,500 unique users every day. Date Published: Wednesday, May 26, 2010 Printer friendly version Recommend to a friend Bookmark & Share ContactCenterWorld.com Forums Training & HR Your place to post comments, queries and anything else you want to share about Training & HR. View All Forums Start a New Topic 1 2 3 4 5 6 Topic Latest Post Today's Tip Of The Day - "Test Skills When Recruiting" Wed, May, 19 2010 7:06 AM EST Today's Tip Of The Day - "Team Leaders" Thu, May, 13 2010 5:26 AM EST Today's Tip Of The Day - "Incentives" Mon, May, 10 2010 3:24 PM EST Today's Tip Of The Day - "Educate To Accumulate!" Mon, May, 10 2010 2:48 PM EST Today's Tip Of The Day - "Recognition" Sun, May, 2 2010 5:00 AM EST Today's Tip Of The Day - "Stop-Start-Continue" Fri, Apr, 23 2010 9:11 PM EST Today's Tip Of The Day - "Cancel Training At Your Peril" Fri, Apr, 23 2010 6:08 AM EST Today's Tip Of The Day - "Scripting" Fri, Apr, 23 2010 5:37 AM EST Today's Tip Of The Day - "Recruiting The Right Staff" Thu, Apr, 22 2010 7:48 PM EST Benchmark request: time spent in training? Wed, Apr, 21 2010 8:17 PM EST Today's Tip Of The Day - "Think About Demotivating Your Wed, Apr, 21 2010 1:51 PM EST http://www.contactcenterworld.com/static/ar/ar_%7B3021E373-692F-4C59-9BA6-15D6A... 5/26/2010
  • 4. Article : Top Tips For Getting Your Staff To Improve Customer Service - CRM, Contact ... Page 4 of 4 Staff" Today's Tip Of The Day - "Training Sweetener" Mon, Apr, 19 2010 5:30 PM EST Taking Pride in your Work Mon, Apr, 19 2010 6:58 AM EST Profiling New Hires Mon, Apr, 19 2010 6:58 AM EST Team Developement Mon, Apr, 19 2010 6:58 AM EST 1 2 3 4 5 6 -Back To Top- | Request Information from CRM & Contact Center Suppliers | About ContactCenterWorld | | Advertise CRM & Contact Center Solutions | Link to this site | | Submit CRM and Contact Center Content | Contact Us | Privacy Policy | | Recommend this site to other CRM & Contact Center Professionals | Disclaimer | ©ContactCenterWorld.com 1999-2010 The Global Support Organization For Contact Center Professionals & the place for information on: Internet Telephony (IP), IVR, Knowledge Management (KM), Metrics, Multimedia Contact Center, Offshore Outsourcing, On Hold, Outsourcing, Predictive Dialers, Quality Monitoring, Recruitment, Self Service, Speech Recognition, Telemarketing, Virtual Contact Center, VoIP, Web Chat, Work at Home http://www.contactcenterworld.com/static/ar/ar_%7B3021E373-692F-4C59-9BA6-15D6A... 5/26/2010