Call center agent Articles

Solution Search:
Datamonitor plc found the number of call center agent positions in the U.S. will shrink from 2.86 million in 50,600 centers to 2.72 million in 47,500 centers. Agent positions are...
Aug 27, 2004
the ROI of VoIP technology in the call center becomes paramount for businesses considering or already using VoIP. This special report offers a look at the VoIP call...
her workshop, she told the story of a call center agent she worked with at Pottery Barn who realized that many of her calls came from customers concerned about unexpected...
Nov 9, 2006
as Bell Canada are still using the call center software they implemented 15 years ago, but today the company remains a happy customer of IEX TotalView, the workforce...
Nov 1, 2006
parts suppliers, and its 150-person call center in Kingston, N.Y., is a vital spoke in the business.

"Our call center is really set up to solve the parts problem," CEO Glenn...

Sep 13, 2007
only takes much of the burden off the call center manager but gives them a sense of control. Additionally, performance management applications are helping to improve...
Sep 13, 2005
com, 06/07/04)
Turnover at the airline's call center is among the lowest in the industry, thanks in part to the career path the company sketches for its service agents.

A new...
Aug 16, 2004
more than a few headaches.

Is the call center dead?
No, it's not time to lock the doors to the your call center. But, with so many contact channels, some analysts say it's time...

May 9, 2003

Recruiting talented call center agents, putting them in the right position to succeed and ultimately retaining them, are among the biggest problems for...

Nov 2, 2004
tenancy) are helping to transform call center operations. Where once an organization would build a large, centrally located call center, it can now let agents work at...
Jun 27, 2007
the SMB space with a tool that allows call center agent and management collaboration...
Mar 1, 2004
managers face overseeing a global call center operation, found that consistency in the way agents are trained led to significant improvements in customer service.

...

Oct 18, 2007
may find that a virtual agent does both. The virtual agent is an automated front-end agent that is playing an emerging role in helping companies build...
agents during shifts. Similarly, a call center manger can see that an agent wasn't performing well on a quality monitoring scorecard then, with the recording...
Sep 27, 2005
robotic," said Harris, who's a former call center agent for the airline. "We were scripted because we [as agents] were going to lose money if we didn't [follow a script]. Now we...
Feb 19, 2004
company is a veritable veteran of call center projects. The day the first restaurant opened in 1967 it already had a separate call center in a room upstairs and orders...
May 24, 2005
them and their history better than a call center agent does.

"From a sales guy's perspective, this isn't a disruption in his work," Jacobs said. "Smaller companies are getting that...

Oct 31, 2006
professionalization of the call center agent." By equipping call center agents with the right tools and training to both observe and influence a wide variety of...
Apr 4, 2007
calls about a street lamp outage, a call center agent can access the system and see exactly which street lamp they are referencing. If the center gets a follow-up call, the...
Mar 9, 2007
division, once walked by one of her call center agents and overheard him singing Madonna's "Like a Virgin" during a call with a customer. She left him to the call. When the...
Nov 15, 2006
a question beyond the expertise of a call center agent, the agent simply identifies a subject-matter expert from within the organization -- be it an engineer or an accountant...
Feb 19, 2009
outsourcing direction to turn? A call center agent making $15 an hour in the United States versus one making $4 an hour in India -- the math doesn't seem to make the answer that...
Feb 8, 2005

"A single site running VoIP helps the call center move farther into enterprise," explained Lori Bocklund, president of Beaverton, Ore.-based consultancy Strategic...

Aug 17, 2005