Measuring service level in the call center Articles

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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
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
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
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
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
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
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
be the single most important step in the deployment process.

Unfortunately, many companies start IT projects without clearly linking their technology...

Oct 4, 2005
it still fails to meet expectations.

"In the last decade, interest in CRM has grown exponentially," Kaila said. "But we look at the ASCI [American Customer...

Sep 18, 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...
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
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 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...
such features as monitoring call center representatives, identifying call center trends and measuring service turnaround times. Third-party surveys are now...
Sep 3, 2003

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
new voice applications into their call center suites.

3. Self-service applications save money: In this column, Donna Fluss discusses whether or not self-service...

Nov 2, 2007
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
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
unified communications in the call center means negotiating a young and confusing vendor landscape, according to industry observers.

It also requires clearing...

Feb 19, 2009
Canada still uses IEX TotalView in the call center, although it has upgraded a number of times. In 2003, the company expanded the tool to call centers in Quebec, where it had to...
Nov 1, 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

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