Pay-per-performance programs can either vastly improve or break a company and its culture. The difference is about thoughtful, well designed incentives. In a recent article published on Smart Customer Service, Kim Williams explains how shifting compensation from tenure to performance leveled the playing field and became a wildly successful model at SaviLinx. The program was [...]
Originally published in ICMI by Heather D. Blease We need numbers to measure contact center performance. Empowering Agents can uncover metrics that positively impact the customer relationship. Measuring stats is a big part of managing a contact center. Answer time, abandon rate, handle time, and other information help hone efficiencies and tighten operations. While these [...]
Contact Center Teleworking Lowers Costs, Makes Companies More Nimble, and Increases Diversity By Heather D. Blease, CEO, SaviLinx Government agencies have long partnered with outsourced contact centers to provide innovative service and fill service gaps. Today’s new class of contact centers partner closely with agencies to manage a range of business processes for customer service [...]
How Partnerships Can Help Startups Focus, Heather D. Blease | CEO and Founder SaviLinx, LLC Foundr Magazine | Startup Section February 2017 issue Starting up a company is intense, exhilarating, and nerve wracking. I’m three years into my most recent startup, and while some things get easier (I don’t feel like throwing up every morning, for example), the pace can be overwhelming. I have [...]
CRMXchange features a story written by SaviLinx Chief Operating Officer Kim Williams on our work-from-home BPO call center. SaviLinx has created a unique hybrid approach with a brick-and-mortar facility for training and touchpoints best website to buy clomid online coupled with a remote workforce. In this piece, Kim describes some of the guidelines we follow [...]
Cymone Bradford | Supervisor | Flexibility led to growth Cymone Bradford was one of the first people to be hired for SaviLinx’s Hattiesburg, Mississippi team. Cymone had just graduated from the University of Southern Mississippi when a job posting led her to an interview with SaviLinx CEO Heather Blease. What was it like to be one [...]
