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Solution Search:
advocates measuring the average cost per call by factoring in technology investments, telephone costs and agents' salaries.
These additional metrics, however... Jul 12, 2004
and language barriers -- as well as a potential customer backlash -- are impediments. Organizations should consider outsourcing as part of broader...
Jan 22, 2004
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
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
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
CRM OnDemand. It is also available as a standalone offering that can integrate with other hosted or on-premise CRM applications at a price of $100 per user per...
Mar 30, 2005
and took into account staffing, cost per rep and cost of training. Most of the information revolves around getting an offshore contact center up and running...
Sep 25, 2003
Internet Protocol (VoIP) and hosted call center applications.
However, hosted call centers have their share of fans, thanks to the flexibility afforded by an... Nov 22, 2005
"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
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
more than a few headaches.
Is the call center dead?
May 9, 2003
also suggests using mentoring in a call center. "Have experienced agents monitor and score calls of newer agents," she said.
Start off right with training Phelps... Nov 9, 2006
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
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...
companies to the test, asking call/contact center managers to identify which business and technology trends are having the biggest impact on them.
According to... May 30, 2006
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...
their vision of the contact center as a place to derive business value rather than just a cost center, quality monitoring tools are helping change minds.
... Feb 14, 2006
to handle calls beyond the existing call center infrastructure (e.g., agents working from home), and "compelling business reasons to begin to incorporate multimedia in...
Jun 13, 2005
review.
A team of three people -- a call center director who would oversee WIN 211, a call center supervisor who would be working with the technology daily, and an IT... Jul 25, 2006
Genesys, is to leverage the Internet as a product delivery, integration and distribution channel," Marc Benioff, chairman and CEO of salesforce.com, said in a...
Sep 16, 2003
replaced its traditional PBX with a call center software suite from Indianapolis-based Interactive Intelligence Inc.
"For us, it's a mission-critical system," said... Jul 24, 2007
observers.
"The days of one offer a day for everyone are over," said John Ragsdale, vice president of research for the service and support professionals... Sep 23, 2008
of those that attempt sales, 46% do it as a result of an inbound call.
That has not stopped the market from investing in new technology, however. In fact, Snow said... Apr 4, 2006
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
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SOLUTIONS
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