“25 Tips” to Prepare Contact Centers for Holiday Rush Subject of New CBSI Publication

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Millions of consumers and businesses will soon flock to malls, on-line stores and their mobile phones, to find that special item, arrange travel plans, or set-up their holiday entertaining. Jack Hojnar of CBSI provides "25 Tips" for preparing Contact Centers for the fourth quarter holiday season rush.

Do you have the tools in place to properly handle all types of customer inquiries?

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To help marketers prepare for the busy fourth quarter season, veteran bank loyalty marketing firm CBSI announces a support tool designed to help Contact Centers maximize performance, entitled:

“Are you ready for the Rush? 25 Tips to Contact Center Zen this Holiday Season.”

Written by CBSI Marketing Executive, Jack Hojnar, this guideline offers several invaluable recommendations and action steps necessary to prepare anyone that interfaces with Contact Centers in the credit card, retail, shopping and travel industries.

Topics covered include Planning and Preparation, Effectively Supporting the Team and Managing the Eventual Onslaught of Calls. A key point made is the importance of maintaining staff morale and performance levels during long working hours when others are enjoying family or vacation time. Mr. Hojnar makes the point, “One of the best forms of rewarding Representative performance come as unannounced surprises. Rather than simply establish a stated goal, surprise the entire floor by unexpectedly delivering rewards to individuals. These rewards will help keep representatives in high spirits”.

Not to be forgotten or overlooked, the document explores the need to apply measurable metrics and tools for tracking so subjective decisions become objective – and obvious choices – through effective reporting.

CBSI maintains a staff of Contact Center professionals who visit Contact Centers on a regular basis to improve performance and help accommodate more activity. The firm provides services such as sourcing additional capacity, training supervisors and staff, editing scripting, conducting executive monitoring and updating reporting packages.

To receive the paper, just request at media(at)CBSIservices(dot)com or call Ken Kraetzer at 914-630-3457.

CBSI, founded in 1972, is a risk and marketing management agency specializing in loyalty solutions that assist financial organizations in the acquisition, activation, usage, and retention of their customers. The company is headquartered at 550 Mamaroneck, Avenue, Harrison, NY 10528 and can be reached at 914-381-5353. The firm’s on-line addresses are website: http://www.cbsiservices.com and Twitter: @CBSIServices and Linked In: cbsi Services. You can follow Jack Hojnar directly via Twitter at: @jhojnar.

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Ken Kraetzer
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