|
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
hire -- and include background checks in the call center agent interview process.
• Hire agents under contract to work a specified number of hours per week. • Put a manager... Oct 14, 2008
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
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
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
such features as monitoring call center representatives, identifying call center trends and measuring service turnaround times. Third-party surveys are now...
Sep 3, 2003
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
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
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
bringing feedback management into the call center...
Dec 4, 2006
companies see a spike in calls to the call center immediately after deploying a self-service tool.
"We knew [success] was going to be a difficult thing to measure," Jones... May 10, 2006
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
Our most popular news stories in the first half of 2007 were related to CRM software vendors, analyst rankings and market analysis, software usability and... Aug 1, 2007
managers.
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
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
with SeeBeyond to integrate its call center application with disparate data sources.
The San Mateo, Calif., company said the new real-time integration will reduce... Sep 17, 2003
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
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
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
|
SOLUTIONS
|