Edition 131 - July, 2007

DO NOT CALL REGISTER
In a repeat of the UK and US experience, the Do Not Call Register has experienced rapid take up in Australia.  With complaints against unsolicited calls having reached such a high volume, the Government finally acted and all telemarketers have to be alert to the new requirements.

MANAGING THE BULLY BOSS
The bully boss is a common creature. But if you have one reporting to you and you know that he or she is bullying subordinates, there is an obligation on you to take strong action. Bullying can be too damaging for it to be allowed to continue.

PROFILE: LISA CARROLL, IAG INSURANCE AUSTRALIA GROUP
Twelve months ago, Lisa Carroll fulfilled a long-standing ambition when she took on the role of Service Delivery Manager in the Insurance Australia Group call centre. In this position she is acutely aware that valuing her staff and IAG customers is essential to her leadership style.

CONTACT CENTRE EMPLOYEE SATISFACTION BENCHMARK REPORT 

The Employee Satisfaction Benchmark Study examines the factors that contribute to best practice in managing a call centre workforce. Obtain your copy now!