Tales From The Cube

This is a series of episodes speaking to starting up a call centre from the ground up.

This short episode features a special redo version of A Visit From Saint Nicholas, or more well known as the Night Before Christmas. It has a twist as it is based on the call centre theme.

In 1990, I enrolled and took Radio Broadcasting at Mohawk College, part of the course requirement was to write and record this classic poem in a more modern way. To say the least, I did not do well with this assignment. So this version today is also a long overdo make - up and is also dedicated to Mr. Brian Bolt, our main course instructor.

Merry Christmas / Happy Holidays

Corrective actions are intended to enhance performance and correct mistakes made by staff. They can be used to induce positive behavior and adherence to best practices and compliance.

However, when they are overused or improperly used, this tool can damage the morale and the image of a call centre. In this episode, the conversation is about how to avoid making the mistake of over usage of corrective actions and what can happen when they are overused.

Call centres are critical to many companies as they provide a critical link between companies and their clients. Whether they are business clients or consumers.

However, there is a dark view among many. Often, call centres are seen as dingy sweatshops with row after row of cubicles. In this episode, I discuss how to avoid and what makes a call centre more like the dreaded sweatshop.

In this episode, I explain what a Call Centre Analyst does and what it takes to do the job.

Typically, they work in the background, analyzing data and creating reports for managers. They look at all the things that may affect how the campaign is working. From how the training is done to what tech and tools are used, these professionals offer managers insights and suggestions to better the service for customers and improve workflows for the staff.

This short episode features some tips for avoiding awkward conversations with colleagues in call centres. These tips can also apply to any workplace. But, call centres present a unique challenge as they are open - concept spaces and many people working in them have diverse backgrounds and issues that manifest themselves in the environment.

We want to be kind and professional, but also firm in our approach to conversations that are not welcome in any workplace, especially call centeres. You will notice a lot more video podcasts coming your way as I post not only here on Anchor and Spotify, but also on YouTube at https://www.youtube.com/channel/UCOMoQsP2au_qvyBAKFPNGeg.

This episode is about training and what to expect during the training and onboarding experience.

This episode is about handling calls that are very difficult in nature. Centre staff today have seen a significant rise in bad behavior on calls from customers. Ranging from screaming to asking inappropriate questions, to racist taunts and threats.

Traditionally, the call centre industry has done poorly when it comes to dealing with bad attitudes from customers. This changing, and in this episode I go into what is considered bad behavior on a call and how it should be addressed.

Recently I had to take some time away due to medical and also the death of my wife. I am now restarting to add new content to all my channels, I wanted to start with a bit of an experiment, a video podcast, which will also be posted on YouTube. The idea drives new people to the page and the podcast. Let me know what you think by commenting on the YouTube Channel via this link https://youtu.be/TlXbPHRJqQ4

This episode features actual questions that are funny and a bit off the wall. Also, I explain how you should handle them.

Welcome to SEASON 3