Edition 138 - October 2007

CALL CENTRE STRATEGY
A focused, well articulated call centre strategy is critical. Whether your centre is out sourced or in house, you need to plan for success.

WHY DO CUSTOMER SERVICE FAILURES PERSIST?
We all talk about quality customer service.  But do we know how to achieve it? Call centre management can give the wrong message to agents if staff members who have outstanding customer friendly skills are not promoted.

PROFILE: KRISTY CRANEFIELD, TEAM LEADER, BANKWEST
For BankWest customer service centre team leader, Kristy Cranefield, getting ahead comes down to being motivated and believing in yourself. It’s a simple approach but it has seen Kristy garner the ATA’s State Teleprofessional of the year two years running.