CSM Website


The Forum for Customer Service Managers & Professionals
 | Forum Start | Register | Search | Statistics | F.A.Q. |
Who's Who Customer Service Manager Forum / Who's Who /  
 

Start Up Call Center - Georgia Perimeter College - looking for Best Practices

 
Author lilypalm
Member 
#1 | Posted: 12 Mar 2009 11:40 
Hi:
I am Jackie Cody, the new Contact Center Manager for Georgia Perimeter College. I am in the start-up process of creating a call center that will handle 1.44 million calls annually from student services departments on 4 campuses .
Would like to hear best practices from those of you have handled call center start-ups especially in higher education field. Thank you

Author luc1e8
Member 
#2 | Posted: 12 Mar 2009 12:08 
Try this book for best practices it might help

Help Desk, Service Desk Best Practice Handbook: Building, Running and Managing Effective Support - Ready to Use Supporting Documents Bringing ITIL Theory into Practice by Gerard Blokdijk and Ivanka Menken (Paperback - 17 Aug 2008) - Its available on Amazon

Good Luck

Author chuckreyjr
Member 
#3 | Posted: 23 Mar 2009 12:10 
Hi Jackie,

Service Quality Institute has a customer service product specifically designed for higher education. Please visit: http://www.customerservicemanager.com/community/ You can even order online.

The product is called Connections.

Chuck
952-884-3311
www.customer-service.com

Author dhadobas
Member 
#4 | Posted: 24 Mar 2009 10:58 
Jackie, I recommend you get connected with your counterpart at Oklahoma Univ., she is a CCNG member in the greater OKC area...you can connect using the CCNG online member networking site at -

http://ccngnetwork.ning.com/

or contact CCNG direct at -

www.ccng.com

There are also many local members in the greater Atlanta area you can meet and connect.

Author lashunndavis
Member 
#5 | Posted: 13 Apr 2009 19:46 
Hi Jackie -

It's been a while since we last spoke, but I'd love to hear more about this new call center. I recruit engineers, technical and design professionals and may be able to help in those areas. My daughter is also student at Georgia Perimeter. Give me a call so that we can catch up!

LaShunn Davis
Account Manager
Think Resources
lashunn_davis@thinkresources.com
(770) 246-2223

Who's Who Customer Service Manager Forum / Who's Who /
 Start Up Call Center - Georgia Perimeter College - looking for Best Practices

Your Reply Click this icon to move up to the quoted message

 

 ?
Only registered users are allowed to post here. Please, enter your username/password details upon posting a message, or register first.

 

 
 ⇑