PDF or the Portable Document Format is widely used in the present time next to the Microsoft Document. Various presentations, electronic books and all sorts of files are now converted to PDF because of its viewing convenience. In addition, PDF is easy to manipulate by enlarging or minimizing the size of the page to better view illustrations and text. With these kinds of user-friendly functions, you can possibly get tons of PDF files in your computer regardless of the information contained in them.
Searching for the certain file is somewhat a little troublesome if you have hundreds of them in your hard disk. If you are in a rush to look for a file, maybe for your presentation or a file for your lesson, you will find yourself cramming by checking each of the files in your hard disk.
It is probably because you could not remember the file name itself. This is now the advantage of creating an index for all of your files to a faster search without even memorizing the whole file name or the text of the file. It is like you're looking at the back of your textbook in the index page. But the best thing about indexing is that the search result can also show you a small peek on what the file actually contains.
Just how can you create an index for your PDF files? What are the things considered for a better index or archive? Well, various applications offer this kind of functionality. One best thing about indexing is that you can have the dynamic re-indexing function. It means that the application will be the one to update the stored information if there are changes made in the files.
To begin with, you can choose an option for creating an index. You can choose a short index, which only contains the keywords from the text of your files or the full index, which contains the full text of the file. Next, is also to decide on the index type where you want the path of the file to be at. It is possible to make a full path of the file so you can save in anywhere, or if you desire to make relative path information by creating a searchable CD.
After setting all this, choose where you wanted your index to be saved every time you create an index. Of course, towards the end of the process, specify which folders in your computer you would want to index and select the files you want to index. These files can include .txt, .pdf, .xls, .doc, .htm, and .html. Then after that, you are now ready to index! The application will now do the rest for you just like how you have set up the settings of your index format.
Creating and index is not that too complicated because most applications that provide this kind of function are user-friendly. Therefore, you would not spend endless time in trying to recall the file names and content of the things you want to search in your hard disk. Most especially if you have a several gigabytes in your hard disk. That is sure a head-breaking task if you are a busy person. Create an archive for your index and ensure the fast locating of your PDF files.
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Friday, April 9, 2010
Creating a Call Center Script
Creating a call center script begins with the “answer phrase” and the same principles continue through the entire process of creating a logical script. H ere are some important items to keep in mind when you are creating your script:
• Avoid tongue twisters. Make your greeting as easy to pronounce as possible. “Doctor Perkowicz Peoria Plastic Surgery Plaza” isn’t easy to say, even for the native English speaker. Make sure that your operators know how to pronounce every part of your answer phrase, and the rest of the words in your script. Keep phrases brief and avoid repeating consonant sounds that will sound awkward over the phone or might lead the operator to stutter.
• Go global. A “Good Morning/ Evening” greeting can work for some businesses, but not for all of them. If your company is doing business across time zones, think about using a simple “Hello, XYZ Company” for your customer on the other end of the globe.
• Humanize your greeting. Have an impartial friend or a trusted customer listen to your greeting, especially if it’s a long introductory message of more than a sentence or two. Do you sound like a recording? If you give that impression to a caller, the person on the other end of the line might just hang up because she wants to talk with a live person, not a machine. Keep all parts of your script brief and give the operator relaying your message time to breathe and sound like a live person when you create your script.
• Less is more. There’s a temptation to try and pack all the information about your company into your call center script, including providing an operator a copy of your frequently asked questions list (FAQ) so that he or she can quickly scan the file and answer 99.9 % of your callers’ questions. However, this skill takes practice and training on the part of the operator and patience on the part of the caller. Long pauses to look up information, add expensive minutes to the call and are frustrating experiences for the operator and the caller alike. Extensive account training is available through most call centers, if your budget permits. If this resource is not an option for you, limit the information available to the operators to a few facts about your product or service, and let them know that it’s okay to ask callers if someone from the right department can return their call and answer their questions in depth.
• Test. Call your account weekly and test to make sure that the operators are following your instructions, are handling your scripts the way that you expect, and are able to easily access the information that they need to take your calls. After the honeymoon period with a new account, operators often grow lax and shorten your script, or improvise far beyond the call of duty. This can be detrimental to your business. Make sure that you follow up with your call center to make sure they are serving your needs.
• Tweak, and tweak again. Review your script from time to time, and see if it’s still leading to action. Ultimately, your script should lead to a sale, an appointment a request for more information or further contact from your office. Check your call logs and any statistics your sales representative provides you with on a monthly basis. If you notice a downward trend in your results, work with your sales rep to change your script.
These suggestions are only the beginning of creating a successful call center script for your organization. Work with your sales representative and listen to their suggestions, add your own, do your market research and your script will be a success. Clear communication starts with clear instructions from you, and clear voices on the answering end of your phone lines. Your call center will work with you to make sure that all of your needs are filled over and above your expectations.
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• Avoid tongue twisters. Make your greeting as easy to pronounce as possible. “Doctor Perkowicz Peoria Plastic Surgery Plaza” isn’t easy to say, even for the native English speaker. Make sure that your operators know how to pronounce every part of your answer phrase, and the rest of the words in your script. Keep phrases brief and avoid repeating consonant sounds that will sound awkward over the phone or might lead the operator to stutter.
• Go global. A “Good Morning/ Evening” greeting can work for some businesses, but not for all of them. If your company is doing business across time zones, think about using a simple “Hello, XYZ Company” for your customer on the other end of the globe.
• Humanize your greeting. Have an impartial friend or a trusted customer listen to your greeting, especially if it’s a long introductory message of more than a sentence or two. Do you sound like a recording? If you give that impression to a caller, the person on the other end of the line might just hang up because she wants to talk with a live person, not a machine. Keep all parts of your script brief and give the operator relaying your message time to breathe and sound like a live person when you create your script.
• Less is more. There’s a temptation to try and pack all the information about your company into your call center script, including providing an operator a copy of your frequently asked questions list (FAQ) so that he or she can quickly scan the file and answer 99.9 % of your callers’ questions. However, this skill takes practice and training on the part of the operator and patience on the part of the caller. Long pauses to look up information, add expensive minutes to the call and are frustrating experiences for the operator and the caller alike. Extensive account training is available through most call centers, if your budget permits. If this resource is not an option for you, limit the information available to the operators to a few facts about your product or service, and let them know that it’s okay to ask callers if someone from the right department can return their call and answer their questions in depth.
• Test. Call your account weekly and test to make sure that the operators are following your instructions, are handling your scripts the way that you expect, and are able to easily access the information that they need to take your calls. After the honeymoon period with a new account, operators often grow lax and shorten your script, or improvise far beyond the call of duty. This can be detrimental to your business. Make sure that you follow up with your call center to make sure they are serving your needs.
• Tweak, and tweak again. Review your script from time to time, and see if it’s still leading to action. Ultimately, your script should lead to a sale, an appointment a request for more information or further contact from your office. Check your call logs and any statistics your sales representative provides you with on a monthly basis. If you notice a downward trend in your results, work with your sales rep to change your script.
These suggestions are only the beginning of creating a successful call center script for your organization. Work with your sales representative and listen to their suggestions, add your own, do your market research and your script will be a success. Clear communication starts with clear instructions from you, and clear voices on the answering end of your phone lines. Your call center will work with you to make sure that all of your needs are filled over and above your expectations.
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What to do when you got to answer a call when you can’t!
The integral role played by the telephone as a business communication tool accounts for the growing importance of answering service businesses. All businesses, whether a physician's private practice, a small construction company, or a conglomerate, rely on the telephone as one of the fastest and most reliable communication tool in their businesses.
Anyone with a busy schedule and a telephone needs an answering service! Answering service can be a real lifesaver to a small business. Many small businesses have neither the time nor the means to take incoming calls during business hours when they are out on jobs -- yet those calls represent the very lifeblood of their business! They cannot afford an office; much less a secretary, but they certainly need those phone calls. Unless they can find a reliable and affordable answering service, they will probably have to do without (or ask people to call them only after 7 PM) or use an answering machine (which has a whole set of disadvantages).
Yes, you indeed can use an answering machine but the fact is that people really do not like to talk to machines, if they are unable to reach a human voice easily, they will go somewhere else – it’s a lost business opportunity.
Fortunately, employers are recognizing this problem and solving it by contracting people to answer the phones when they cannot do it themselves. That personal touch you can offer can mean the difference in obtaining or keeping a client. Hiring a professional answering service business assures that you can take messages, deliver specific messages to callers, provide basic information, clarify the intent of calls and even arrange meetings with customers.
It’s always in the best interest of small companies to hire an answering service provider to work for the company during the extended business workday, say from 8.00 AM to 8.00 PM or may be even for the rest of the day if your business needs it. Now it doesn’t costs an arm or a leg to hire an answering service. Generally, in a competitive market you can get it for as cheap as $30-$50 per month on the lowest slab! So go and hire an answering service provider so that you never lose that customer again.
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Anyone with a busy schedule and a telephone needs an answering service! Answering service can be a real lifesaver to a small business. Many small businesses have neither the time nor the means to take incoming calls during business hours when they are out on jobs -- yet those calls represent the very lifeblood of their business! They cannot afford an office; much less a secretary, but they certainly need those phone calls. Unless they can find a reliable and affordable answering service, they will probably have to do without (or ask people to call them only after 7 PM) or use an answering machine (which has a whole set of disadvantages).
Yes, you indeed can use an answering machine but the fact is that people really do not like to talk to machines, if they are unable to reach a human voice easily, they will go somewhere else – it’s a lost business opportunity.
Fortunately, employers are recognizing this problem and solving it by contracting people to answer the phones when they cannot do it themselves. That personal touch you can offer can mean the difference in obtaining or keeping a client. Hiring a professional answering service business assures that you can take messages, deliver specific messages to callers, provide basic information, clarify the intent of calls and even arrange meetings with customers.
It’s always in the best interest of small companies to hire an answering service provider to work for the company during the extended business workday, say from 8.00 AM to 8.00 PM or may be even for the rest of the day if your business needs it. Now it doesn’t costs an arm or a leg to hire an answering service. Generally, in a competitive market you can get it for as cheap as $30-$50 per month on the lowest slab! So go and hire an answering service provider so that you never lose that customer again.
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Here's a field-tested and proven model for coaching call center agent phone calls.
The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here’s a 9-step plan for effectively coaching call center agent phone calls:
1. Randomly record 2 –3 telephone calls. Random recording is important. Do not record 3 calls back to back or on the same day, as your employee may be having a bad day and this may be reflected in all of one afternoon’s calls, but is not necessarily reflective of their typical performance.
2. Review the calls and note strengths and opportunities. Before meeting with your employee, listen to the calls and note what they did well and identify 1 –2 opportunities for performance improvement.
3. Play one tape and let your employee listen. During the playing of the tape, you do not need to respond.
4. Have your employee respond to the tape. After the tape is played, ask your employee to respond. Most employees will be overly self-critical. Your employee will likely note many opportunities for improvement and struggle to articulate what they’ve done well.
5. Coach the call. Use the “sandwich” approach. Tell your employee what s/he did well, followed by constructive feedback, and then end with positive feedback. When offering constructive feedback, share only one opportunity for improvement. The employee has likely observed and stated several improvement opportunities so there is no need to bring these up again Try to mention one thin g the employee did not bring up and offer this as your constructive feedback.
6. Gain commitment for performance improvement. Ask the employee, “What specific steps will you take over the next 5 days to improve in this area?” Write down what the employee states and repeat it to her. Summarize the session by reiterating strengths and offering a vote of confidence that she can improve in the identified area.
7. Repeat steps 2 – 6 with a second and perhaps third tape if necessary. The point of numerous recording is that an employee may respond defensively stating that was just a “bad” call. If that is the response, you may choose to review a second or third tape.
8. Follow-up before the next agent coaching session. Check with your employee in between coaching sessions to keep the commitment top of mind. You can touch base with your employee via email or a personal conversation.
9. Discuss improvement in next coaching session. Before listening to calls in the next coaching session, ask your employee how she’s progressing toward the goal of the last session. Look for improvement on calls reviewed in this session.
This 9-step call center agent coaching model is simple, clear and it both praises employees and offers support for improvement opportunities.
When you follow this 9-step process, you will set clear performance expectations, coach effectively and consistently and at the same time you will be motivating your employees.
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1. Randomly record 2 –3 telephone calls. Random recording is important. Do not record 3 calls back to back or on the same day, as your employee may be having a bad day and this may be reflected in all of one afternoon’s calls, but is not necessarily reflective of their typical performance.
2. Review the calls and note strengths and opportunities. Before meeting with your employee, listen to the calls and note what they did well and identify 1 –2 opportunities for performance improvement.
3. Play one tape and let your employee listen. During the playing of the tape, you do not need to respond.
4. Have your employee respond to the tape. After the tape is played, ask your employee to respond. Most employees will be overly self-critical. Your employee will likely note many opportunities for improvement and struggle to articulate what they’ve done well.
5. Coach the call. Use the “sandwich” approach. Tell your employee what s/he did well, followed by constructive feedback, and then end with positive feedback. When offering constructive feedback, share only one opportunity for improvement. The employee has likely observed and stated several improvement opportunities so there is no need to bring these up again Try to mention one thin g the employee did not bring up and offer this as your constructive feedback.
6. Gain commitment for performance improvement. Ask the employee, “What specific steps will you take over the next 5 days to improve in this area?” Write down what the employee states and repeat it to her. Summarize the session by reiterating strengths and offering a vote of confidence that she can improve in the identified area.
7. Repeat steps 2 – 6 with a second and perhaps third tape if necessary. The point of numerous recording is that an employee may respond defensively stating that was just a “bad” call. If that is the response, you may choose to review a second or third tape.
8. Follow-up before the next agent coaching session. Check with your employee in between coaching sessions to keep the commitment top of mind. You can touch base with your employee via email or a personal conversation.
9. Discuss improvement in next coaching session. Before listening to calls in the next coaching session, ask your employee how she’s progressing toward the goal of the last session. Look for improvement on calls reviewed in this session.
This 9-step call center agent coaching model is simple, clear and it both praises employees and offers support for improvement opportunities.
When you follow this 9-step process, you will set clear performance expectations, coach effectively and consistently and at the same time you will be motivating your employees.
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Web design is an artsy and skillful interface.
1. Do not center everything. Doing so will just give your web design a scattered and disorganized look. When it comes to layout, centering tends to waste so much space. Try to maximize space. It is there for a purpose. Do not overlook that purpose.
In a nutshell, use space with cautiousness so as not to appear scattered at the same time not crowded. Use columns for better organization. That way, the contents are easy to read and the images will not appear as an eyesore.
2. To make your page more attractive, apply an efficient contrast. Contrast can be applied to color, size, value and weight of an image. Contrast has something to do with the clearness, brightness and volume of an image, logo or graphics. It can also be applied to texts and other objects of the web design. If you get it right, your web design will look organized and easy to scan. Be assured that the viewers will not find it hard to glance and search your site’s contents.
3. Be sure that sections are well separated. It must be easy to trace and the contents are easy to read. To distinguish one section from the other, you can use different colors or a thin line will do. Using borders is also a good remedy. Another option is to use blank ‘buffer zones’. This is somewhat similar to the concept of borders and dividing lines the only difference is that you are creating invisible lines to separate the parts of a page.
4. If web design is the queen, the king must be the content. Thus, to make your site functional, make sure that the information is tight and full. So not waste the space. Put something in it to make it productive. Bear in mind that your site is not mainly to entertain their eyes. It is there to cater to their needs, answer their queries and tickle their fancies.
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In a nutshell, use space with cautiousness so as not to appear scattered at the same time not crowded. Use columns for better organization. That way, the contents are easy to read and the images will not appear as an eyesore.
2. To make your page more attractive, apply an efficient contrast. Contrast can be applied to color, size, value and weight of an image. Contrast has something to do with the clearness, brightness and volume of an image, logo or graphics. It can also be applied to texts and other objects of the web design. If you get it right, your web design will look organized and easy to scan. Be assured that the viewers will not find it hard to glance and search your site’s contents.
3. Be sure that sections are well separated. It must be easy to trace and the contents are easy to read. To distinguish one section from the other, you can use different colors or a thin line will do. Using borders is also a good remedy. Another option is to use blank ‘buffer zones’. This is somewhat similar to the concept of borders and dividing lines the only difference is that you are creating invisible lines to separate the parts of a page.
4. If web design is the queen, the king must be the content. Thus, to make your site functional, make sure that the information is tight and full. So not waste the space. Put something in it to make it productive. Bear in mind that your site is not mainly to entertain their eyes. It is there to cater to their needs, answer their queries and tickle their fancies.
[ The Money making of a Niche ::Free Data Entry Work :: Imtiaztips Weblog :: Free Webmaster Articles ::More iPod Articles :: Download Freeware Software :: Updated Contents about Google AdSense for NEWBIES.::ImtiazTips Online Business ]
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