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Solution Search:
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
customers happy and reducing the number of escalated calls in a call center.
3. Keep an open mind about your schedule in the call center. Jul 2, 2007
efforts can be seen in the declining number of organizations offering 24/7 help desk support. According to the HDI report, the number in 2003 dropped to 22%, from 33% the...
Apr 2, 2004
"With RightNow 8, they've done a number of things that are going to hit the sweet spot within their customer base, particularly those who started with a customer... Sep 8, 2006
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
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
point. The idea was to reduce the number of contacts on the phone while providing superior service."
In addition, through the company's use of two parallel... Sep 7, 2005
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
said Kenny Bunnell, program manager of technical services at Waltham, Mass.-based Novell Inc.
Two years ago, Novell rolled out search engine technology from... Aug 24, 2004
are all different. Different levels of expertise, different strengths, different personalities -- some may be more outgoing on the phone than others; some may be...
Mar 5, 2003
are expected to make it on about 40% of calls. As the staff becomes more familiar and the marketing department generates more offers, Francisco expects to begin...
Nov 6, 2003
call times and increasing the number of inquiries fielded each hour.
"It's a wonderful way of motivating people," Fluss said. "You give them goals and objectives." It's... Nov 20, 2003
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
like value.
In fact, for an increasing number of contact centers, Voice over Internet Protocol (VoIP) is an important tool for driving value, both in terms of customer... Jun 13, 2005
on 27 topics, including the knowledge of agents, the ability to speak with a person without a long delay and ease of access to a person from an automated menu.
... Dec 8, 2005
are searching for [and] the number of clicks. It's insight we never had before."
Already, the company has seen unexpected traffic for job listings and career... Oct 28, 2003
most will not. Experts predict the number of individuals seeking online customer service will more than double in the next several years, approaching 70 million...
Dec 11, 2003
directory. The directory grew out of the CustomForce tool the company made available last year that allows customers to adapt the Salesforce.com...
Jan 18, 2006
players and visionaries -- based on a number of factors, including viability, functionality, market responsiveness, customer support, vision and customer...
Apr 9, 2007
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
its employees to have an in-depth knowledge of each customer, not only whether customers have mortgages or tractor loans with Greenstone, but also where they buy...
Jun 15, 2006
its employees to have an in-depth knowledge of each customer, not only whether customers have mortgages or tractor loans with Greenstone, but also where they buy...
Jun 14, 2006
marketing that maximizes the number of people eligible for outbound calls while still remaining in compliance, Miller said. Exceptions to the "do not call...
Nov 6, 2003
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
it," said Terri McCormack, director of operations. "We were close but we hadn't tested it yet. We had a live test."
Developing and testing a disaster recovery plan... Dec 13, 2005
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