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Last update: 2006-06-07

CallCenter Tools - Episode 7 - Call Monitoring

2006-06-07 :: CallCenterTools@Gmail.com (Rick and Rob)

In Episode 7, Rick and Rob go over the call monitoring process. Is it good? Is it bad? Is your organization using it to the best of its potential? Tune in and find out!


For more info visit our website at www.CallCenterTools.net


If you have any comments or questions about the show, send them to CallCenterTools@GMail.com or leave a comment below. Thanks for listening and we hope you enjoy the show!

Click on the headset below to download the latest podcast, or click here to subscribe in iTunes.



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CallCenter Tools - Episode 6 - Reviews

2006-05-11 :: CallCenterTools@Gmail.com (Rick and Rob)

In Episode 6, Rick and Rob go over a standard review process and how it should be administered. Rob offers his insight as a CallCenter manager and Rick shares some of his observations and frustrations as a supervisor and a technician.

There were two documents referred to during the show which are both available for download below. If you would like an editable version of either of these please send us an email.

Employee Performance Review


Employee Review Worksheet


If you have any feedback, send it to CallCenterTools@GMail.com or leave a comment below. Thanks for listening and we hope you enjoy the show!

If you have any comments or questions about the show, send them to CallCenterTools@GMail.com or leave a comment below. Thanks for listening and we hope you enjoy the show!

Click on the headset below to download the latest podcast, or click here to subscribe in iTunes.



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CallCenter Tools - Episode 5 - Listener Questions

2006-04-29 :: CallCenterTools@Gmail.com (Rick and Rob)

You got questions? We got answers! In this show Rick and Rob answer some listener questions. If yours didnt get answered in this show, dont worry, we will be doing this as every 5th show going forward.

If you have any comments or questions about the show, send them to CallCenterTools@GMail.com or leave a comment below. Thanks for listening and we hope you enjoy the show!

Click on the headset below to download the latest podcast, or click here to subscribe in iTunes.



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CallCenter Tools - Episode 4 - Phone Etiquette

2006-04-21 :: CallCenterTools@Gmail.com (Rick and Rob)

A Google search for "callcenter bad experience" results in about 38 thousand results. Why are so many people having so many bad experiences? What can we do to fix this?

This show deals with etiquette while on the callcenter phone. Everything from how to answer a phone, to how to put a caller on hold, to how to end a call are discussed and debated. Wayne, an award winning CallCenter employee, joins Rick and Rob for this show to share some tips and techniques he has learned over the years.

If you have any comments or questions about the show, send them to CallCenterTools@GMail.com or leave a comment below. Thanks for listening and we hope you enjoy the show!

Click on the headset below to download the latest podcast, or click here to subscribe in iTunes.



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CallCenter Tools - Episode 3 - New Employee Orientation and Training

2006-04-15 :: CallCenterTools@Gmail.com (Rick and Rob)

Training. We all have been through it. Some of it is good, some bad. In this episode Rick and Rob go over different different orientation and training scenarios and share their ideas on how an effective training program should be developed and administered.

During the show, two documents were referred to. These documents are both available as a PDF download below. If you would like an editable version of these documents in Microsoft Word format, email us at
CallCenterTools@GMail.com.

New Hire Checklist

JQR Training Document


If you have any questions or feedback, send it to CallCenterTools@GMail.com or leave a comment below. Thanks for listening and we hope you enjoy the show!

Click on the headset below to download the latest podcast, or click here to subscribe in iTunes.



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CallCenter Tools - Episode 2 - Recruiting

2006-04-12 :: CallCenterTools@Gmail.com (Rick and Rob)

In this episode, Rick and Rob explore the topics of recruiting and interviewing. Each offers their insight on interview questions, processes, and techniques. Rick shares some of his favorite interview questions for CallCenter and HelpDesk technicians, while Rob walks us through a typical interview from the phone screening to the face to face interview.

If you have any feedback, send it to CallCenterTools@GMail.com or leave a comment below. Thanks for listening and we hope you enjoy the show!

Click on the headset below to download the latest podcast, or click here to subscribe in iTunes.



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CallCenter Tools - Episode 1 - Introduction

2006-04-08 :: CallCenterTools@Gmail.com (Rick and Rob)

Welcome to the introductory episode of CallCenter Tools. In this introductory episode Rick and Rob introduce themselves and go over their thoughts and ideas for the upcoming season. All aspects of HelpDesk and CallCenter operations will be covered, from hiring, to training, to reviewing and mentoring, to SLA and ACD management.

If you have any feedback, send it to CallCenterTools@GMail.com or leave a comment below. Thanks for listening and we hope you enjoy the show!

Click on the headset below to download the latest show, or click here to subscribe in iTunes.



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CallCenter Tools

The original CallCenter Podcast. Focusing on improving CallCenter and HelpDesk Operations. For more information see our website at CallCenterTools.net or email us at CallCenterTools@gmail.com Thanks for listening and enjoy the show!

CallCenter Tools


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