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Solution Search:
how important properly analyzed call center metrics are to achieving the overall goals and objectives of their companies.
This new way of thinking is leading to new... Apr 20, 2004
Spending in the call center more than doubled between 1998 and 2003, according to a report issued Thursday by Cutting Edge Information. Most of that... Sep 11, 2003
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
CALL CENTER
Call centers are the first line of communication that many customers have with a company. So today's call center... Aug 16, 2004
Siebel's position in the formidable call center market? Can Siebel meet the market's integration challenge? Get the scoop on Siebel...
Also, check out our Special Report on... May 30, 2003
time, companies must scrutinize call center procedures and incentives to be sure they are in support of overall enterprise goals.
"Incompatible metrics, such as... Jan 4, 2005
inquiries to market new products and services?
All this means businesses need different ways to measure whether a contact center is succeeding, experts say. ... Jul 12, 2004
to the technology -- do you look to your call center software provider or your infrastructure vendor?
For now, it is the infrastructure companies making the pitch for call centers... Feb 24, 2009
routed to a 3-1-1 call center, thanks to call center software from Lagan...
Mar 9, 2007
Internet Protocol (VoIP) and hosted call center applications.
However, hosted call centers have their share of fans, thanks to the flexibility afforded by an... Nov 22, 2005
Can a call center train agents to feel empathy for customers?
That's a question many businesses are tackling as they try to improve their... Apr 26, 2007
of engineers and managers in the call center needed customer service training, he was not exactly met with open arms.
"When I first got the leadership team in, there was... Nov 20, 2008
lies with a hybrid approach -- call center agents who can both answer questions as well as sell products.
The transition will not be inexpensive or easy. While some... Nov 6, 2003
key performance indicators and metrics, such as service request backlogs, reopened service requests and contact center activity.
"These are all examples that... Dec 6, 2004
accounts for years, mainly call center and customer self-service technology. Its CEO, Greg Gianforte, recently reported that its business with U.S. government...
Sep 7, 2007
tools and processes will be on many call center radars in 2006.
Other things to keep an eye on are the use of text chat and multimedia queues. We may not yet be at the "tipping...
Jan 4, 2006
Feinberg shares his thoughts on call center technology, including speech technology, Voice over Internet Protocol (VoIP), how companies are now paying for some of...
Jun 28, 2006
man-hours. He cited one company whose call center agents used their freed-up time to phone debtors to ask them to pay their bills.
Conference attendee Derek Shaw, the... Feb 13, 2004
to focusing on customer loyalty and metrics like first call resolution. Actually turning profits from a contact center is now a reality.
And it's not a one-way street... Sep 23, 2008
Ariz., was outgrowing its homegrown call center software. Open for 18 months now, My Computer Works has more than 2,000 small business customers, some with 10 PCs or more.
"[... Oct 18, 2006
of the IDC study, Wardley said. In the call center particularly, through the use of FAQs, self-service Web sites and e-mail response systems, organizations were able to...
Feb 3, 2004
the phone channel to be managed by a call center platform, or the Web channel by a content management system. Future contact centers will have integration of these...
Dec 11, 2003
a retailer selling tools and power equipment, looked over some recent clickstream analytics reports tabulating the pages on its site that...
Aug 4, 2004
on a CRM project in one year or less and more than half generated an ROI greater than 51%. CRM may finally have shed its scarlet letter "F" for failure.
9. CEO exodus... Dec 30, 2004
tools to measure buying habits or call center metrics to determine spikes in service calls.
Or you can just ask them. That's what Lynn Jordon, CEO of Determination... Oct 29, 2004
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SOLUTIONS
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