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Solution Search:
that have served you well in the call center the same ones that will determine how well the multi-channel contact center is working?
This article will examine the... Nov 11, 2003
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...
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
deploying unified communications in the call center, in a way that extends customer service into the broader enterprise, requires a transformation not just for the call...
Feb 24, 2009
marketing can gain value, as well as the call center itself.
"Call centers are getting hundreds of thousands of calls from customers every day," said Yoel Goldenberg, vice... Aug 30, 2007
After all, customers are closest to the call experience, have an opinion unbiased by their experience as a company employee or their own interpretation of...
Feb 22, 2007
skilled agents to pitch in if needed.
The call center keeps nurses on staff to assist with patient calls. These nurses do not answer all inbound calls. In fact, they are often... May 16, 2005
understanding 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
in customer satisfaction levels in the contact center, according to a report issued this week.
The Global Contact Center Benchmarking report found that... Mar 20, 2007
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
his 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
to reach $20.1 billion by 2012. Call center agent attrition, companies' continuing to adjust to the Do Not Call legislation, and greater specialization by North...
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
to do more leadership development in the call center [and] how to turn subjective opinion into legitimate performance assessment."
Last year, the 407 ETR selected a... Nov 2, 2006
such features as monitoring call center representatives, identifying call center trends and measuring service turnaround times. Third-party surveys are now...
Sep 3, 2003
There is absolutely no place like the call center to learn that."
And despite an industry-wide push to turn call center agents into salespeople by cross-selling and up... Jul 12, 2005
via different channels, such as the call center, interactive voice response or the Web.
"Each system spits out conflicting information," Hertz said. "Our challenge is... Feb 13, 2004
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...
Feb 8, 2005
in favor of overall performance in the contact center and trying to keep people -- both on the agent side and client side -- happier."
Whereas contact centers in 1997... May 27, 2008
SearchCRM.com: What do you foresee in the coming year? Pombriant: One of the big trends that is going to continue is Sales 2.0. A lot of Sales 2.0 has a strong marketing... Dec 27, 2007
center is succeeding, experts say.
"In the olden days, we were measuring quantity," said Connie Smith, a 20-year industry veteran who has managed several 24x7... Jul 12, 2004
they were doing was complaining." In the 1990s, under Harris' leadership, the center instituted a "Go Forward plan" that set out to measure the performance of each...
Feb 25, 2004
be coaching people and running the call center.
One company, Atlanta Gas Light (AGL), relies on a staffing agency to bring in recruits, then hires them on a temporary basis... Nov 2, 2004
a panel at the CRMA conference, call center practitioners and consultants sounded off with advice on how to make effective customer connections.
Here's a sample... May 1, 2007
more customer touches occur in the customer service organization than in any other department."
Yes, familiarity begets knowledge, and knowledge is power... Jan 4, 2005
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