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Solution Search:
these measures are the same for both a call center and contact center, while some will need to change slightly to reflect the new types of transactions.
1. Blockage ... Nov 11, 2003
that figure is the envy of many a call center manager.
Agent retention wasn't always a bright spot at Continental, however. Until 1996, the service staff was "like a... Jun 7, 2004
"In the past, we looked at ourselves as a call-recording, call-evaluation kind of company," said Scott Shute, president and CEO of Autonomy eTalk. "Now we've kind of merged... Feb 8, 2007
of Borders' contact center volume. As a result, agents are also evaluated on their ability to handle e-mail effectively.
Smith said many companies make the... Jul 12, 2004
that helps improve everything from a call center agent's individual performance and script adherence to how a customer responds to an advertising campaign or an...
Aug 30, 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...
com, 06/07/04)
Turnover at the airline's call center is among the lowest in the industry, thanks in part to the career path the company sketches for its service agents. A new... Aug 16, 2004
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
were paying."
Liberty divided up its call center work. It outsourced call center functions like call routing, interactive voice response (IVR) and automatic bill... Mar 16, 2004
as well as the maximum number before a call center is overstaffed, Montgomery said.
This model can also be applied to technology purchases, demonstrating to management... Sep 2, 2004
open-access toll highway, a top-notch call center was imperative for success as a technology innovator. Designed to reduce traffic congestion in Toronto, the 407...
Nov 2, 2006
measure first-call resolution as a whole. That takes into account all the transfers, bumping callers from one agent to another or [to another] site."
First... Mar 20, 2007
for the U.S. in Schaumburg, Ill., as well as a call center in the Czech Republic that handles Europe, Asia and the Middle East. Calls needing in-depth technical support are...
Nov 20, 2008
ITV, message boards throughout the call center display the call queue, wait times and other statistics.
It's all par for the course for a company planning explosive... Apr 10, 2008
with interviewing applicants. In a call center with high turnover and a lot of applicants, this is an inefficient use of a manager's time. Instead, they should be coaching...
Nov 2, 2004
time, companies must scrutinize call center procedures and incentives to be sure they are in support of overall enterprise goals.
"Incompatible metrics, such as... Jan 4, 2005
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...
For example, the solution to an issue a call center agent can't handle and needs to escalate to a subject-matter expert should ultimately be entered into the call center...
Feb 24, 2009
Can a call center train agents to feel empathy for customers?
That's a question many businesses are tackling as they try to improve their... Apr 26, 2007
and language barriers -- as well as a potential customer backlash -- are impediments. Organizations should consider outsourcing as part of broader...
Jan 22, 2004
the top five tips on how to get ahead as a call center agent or customer service representative (CSR). Call center jobs are often stressful and demanding, and require...
Jul 2, 2007
referring to his own experience as a customer, "less of my time, less of my effort. Don't make me repeat an account number."
He argued that customers want hassle... Feb 24, 2004
robotic," said Harris, who's a former call center agent for the airline. "We were scripted because we [as agents] were going to lose money if we didn't [follow a script]...
Feb 19, 2004
CALL CENTER
Call centers are the first line of communication that many customers have with a company. So today's call center... Aug 16, 2004
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
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