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Solution Search:
or decrease it based on the kind of calls coming in. So it allows us a lot of flexibility."
For example, the Health Access Center can provide scheduling services to... May 16, 2005
revenue the center generates by the number of calls it answers. Others gauge customer satisfaction by listening to a sampling of recorded calls, surveying customers at...
Jul 12, 2004
s resulted is a huge decline in the number of inbound e-mails. In the first year, the CDOR actually got more e-mail volume, a frequent situation in deploying self...
Feb 22, 2006
customers but in increasing the number of members who actively volunteer within the company, a guiding principle since its founding.
About the award The...
Sep 3, 2003
A recent Forrester Research study of six marketing-automation products found that all have relative strengths and weaknesses. But when it comes to... Dec 1, 2003
post-call surveys, measuring the number of transfer calls and up-selling and cross-selling.
Consolidation in the market has also provided companies with the... center know if it's working?
"When the number of escalated calls drops," Cohn said. "It means agents are owning the experience and listening to the customer's emotions." ... Apr 26, 2007
off in some ways. Ten years ago, 6% of calls were handled by an interactive voice response (IVR) system. Today, more than 15% of calls go through an IVR. In fact, live voice...
May 27, 2008
languages. NYC 311 has reduced the number of non-emergency calls to 911. In 2003, 911 handled 255,000 less calls than the previous year.
The city didn't have long to... Mar 23, 2005
and identify parts for all manner of machinery, ranging from cordless phone batteries to refrigerator light bulbs.
The New York-based company connects... Sep 13, 2007
be measured and rewarded by the number of agents in an incoming class who stay past 90 days.
But it shouldn't stop with supervisors. Contact center directors... May 17, 2006
CRM industry watchers say that kind of thinking underestimates the value of a contact center.
Contact centers can reduce costs and increase profitability... Jun 22, 2004
Price warns. However, with the number of call centers and agents moving to places like Bangalore, that problem is beginning to spread.
Hidden costs The most... Feb 8, 2005
call centers are now outsourced. The number of contact centers in India alone is expected to triple between 2002 and 2008, thanks to technology such as IP telephony...
Jan 22, 2004
But for Humana Military, a provider of healthcare for active-duty and retired military personnel and their families, it's crystal clear: Get negative ratings...
May 10, 2006
those few bad calls a day by the number of agents in the center. Or, she said, explain that the average cost per call might be $6, but if a customer's problem isn't solved...
Nov 9, 2006
must also carefully determine the number of facilities needed in terms of both bandwidth and email server capacity to ensure that large quantities of emails do...
Nov 11, 2003
s value is roughly the equivalent of maximizing that customer's trust in your company. And although trust is the welcome consequence of any successful...
Feb 9, 2005
most sales and reduced their amount of calls that needed to be referred to supervisors.
"You have to understand [customers'] needs, give them accurate information... Feb 25, 2004
are getting hundreds of thousands of calls from customers every day," said Yoel Goldenberg, vice president, contact center and enterprise solutions, of Nice...
Aug 30, 2007
ATLANTA -- The world of CRM and IT may already be overflowing with acronyms, but Peppers & Rogers Group says there's one you likely aren't paying... Feb 12, 2004
seat license, he is not limited in the number of projects he can handle with the FootPrints software.
"[I was impressed] that I could customize, and I didn't have to have... Oct 18, 2006
The growth of the Web, it's popularity as a marketing medium and the vast amounts of money being spent on measuring its effectiveness... Feb 19, 2005
Here's a new line of thinking in contact center quality management: stop measuring it internally, and go straight to customers for their... Feb 22, 2007
reveals that from 2001 to 2005, the number of users who made use of text chat (when available) was on the rise, and of those who used text chat, 58% indicated they were...
Jun 13, 2006
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