Monthly Archives: August 2011
CALL CENTER CONFIDENTIAL: October ICMI Conference in Dallas – Brenda Martin’s Surprising Reason to Attend
by: Gordon Lawrence “Larry, got a second?” Brenda Martin, Call Center Supervisor, dropped the nineteen page ICMI brochure on her manager’s desk. Larry picked up the brochure, noted the October 11-13 dates and Dallas location and asked, “How … Continue reading
CALL CENTER CONFIDENTIAL: Perp Walk: Ray Perry’s Last Minutes at the Call Center
by: Gordon Lawrence At the Call Center, there is no privacy when it comes to individual worker productivity results. Our statistics are posted for everyone to see. There was a time when the report was sorted, best to worst. A … Continue reading
CALL CENTER CONFIDENTIAL: LOOKING FOR LOVE IN ALL THE RIGHT PLACES
Data Mining in Search of a Spouse and a Lover By: Gordon Lawrence __________________________________________________________ One of the realities of working at a credit call center is access to customer data. It’s all here: Name Address Age / Date of Birth … Continue reading