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Solution Search:
offshore outsourcing, VoIP and call center metrics.
Program Links: Call Center Info Center: Get the latest news, expert advice and reports on how best to manage... Jun 28, 2006
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
its service agents.
A new acronym for the call center: Total Cost of Outsourcing (TCO) (Source: SearchCRM.com, 06/05/04) Before you make an outsourcing decision, consider the... Aug 16, 2004
of years ago the main function of the call center manager was to put out scheduling "fires" and to collect service-level statistics, such as average customer hold times.
... Apr 20, 2004
outsouring/offshoring, call center metrics and technology selection are exceedingly important.
Read the latest SearchCRM.com has to offer on these topics: ... Aug 16, 2004
instances it makes sense to have [the call center] all in one shop, but it also makes sense not to be dependent on one provider [for] too many core functions," Charlton...
Mar 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
makes per hour. When agents sign on to the system, they can compare their stats with the center's averages and can access updated performance information using...
Jul 12, 2004
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
bring a wealth of advantages to the call center but also tremendous challenges in managing agents and the organization as a whole...
Feb 24, 2009
ago and hopes to add remote agents to the call center through an IP system, Tillotson said.
In addition to the collaboration tool, HiPath ProCenter Agile offers drag-and-drop... Mar 1, 2004
in dealing with weak performers in the call center." The 407 Express Toll Route (ETR) highway in Canada woos drivers with its absence of toll booths and collectors. The company...
Nov 2, 2006
team designed specifications for the call center and helped develop call center metrics and best practices goals. The city spent around $400,000 for the deployment plus...
Mar 9, 2007
a call with a customer. She left him to the call. When the agent was asked about it afterwards, he had an interesting explanation.
"The agent asked the customer if he could... Nov 15, 2006
the right people
Penny Reynolds of The Call Center School believes that previous call center experience isn't necessarily a sound recommendation for a customer... Nov 9, 2006
as big 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
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
customer emotions in the call center
Panelist Dann Allen, vice president of business development at Beyond Philosophy, thinks that businesses need a new... Apr 26, 2007
technology strategy."
According to the report, 69% chose IP because of the flexibility of its architecture. In addition, 60% of contact centers have an... Mar 20, 2007
Retention cuts costs Spending on the call center more than doubled between 1998 and 2003, according to a report from Cutting Edge Information Inc. in Durham, N.C. Much of... Jun 7, 2004
team 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
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...
operations on metrics that matter to the one-to-one experience. That means a greater emphasis on satisfaction, loyalty, and share of wallet -- and it gives second...
Mar 7, 2007
There are busy, peak hours in the call center, and then there are the downtimes. E-learning software is widely available, and these downtimes are perfect for learning... Jul 2, 2007
three areas is represented by a call center, which combined handle more than 7,000 calls per day. Janet Ryan, director of call center operations for AAA Washington...
Jun 19, 2007
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