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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 measuring the "overall quality" of the call is needed, Faulkner said. He suggested a balanced scorecard that measures "overall effectiveness," rather than per-call...
Jan 22, 2004
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
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
individual agent involved in the contact. In the call center, adherence to processes and procedures is typically measured for individuals through simple observation and...
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...
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
international research firm based in the U.K.
"From an organizational perspective, we're seeing contact centers are being taken quite seriously," said Cara Diemont... Feb 22, 2006
in a hosted environment. In the last six months, Siebel has taken aim at San Francisco's Salesforce.com in its marketing message. On Monday, Cleveland...
Mar 30, 2005
be the single most important step in the deployment process.
Unfortunately, many companies start IT projects without clearly linking their technology... Oct 4, 2005
of confronting agent turnover. In the session, one of dozens at the ICMI Call Center Demo and Conference taking place this week in Orlando, Finnegan offered a...
May 17, 2006
There's little that's revealing in the news that companies can cut costs by outsourcing their contact centers to India. Yet a report issued Wednesday by... Sep 25, 2003
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
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
more than a few headaches.
Is the call center dead?
May 9, 2003
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
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
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
to indirectly support its value. In the contact center, VoIP allows organizations to capture customer calls that cannot be handled, usually because of...
Jun 13, 2005
center, 31% want to add technologies in the contact center to boost ROI and TCO, and 17% said their goal is to boost productivity.
Staples said the survey results... May 30, 2006
intelligence is coming not from the call center ranks but from business users.
"It's the business or marketing unit that wants intelligence on the customers," Herrell... Feb 14, 2006
and human service information in the event of an emergency. Designated by the Federal Communications Commission, 211 is an easy-to-remember telephone...
Jul 25, 2006
managers -- and turn to the "virtual call center," a strategy of distributing agents across multiple locations, including home-based agents and offshoring.
And while... Jul 24, 2007
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...
management that some of the people in the call center who are sitting idle need to answer e-mail, Montgomery said.
The queue is there for a reason and idle time is there for a... Sep 2, 2004
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