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Solution Search:
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
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
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...
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
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
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
only open 9 a.m. to 4 p.m., unless we had a call center meeting, in which case we were not open."
Bell Canada decided it was time to revamp call center processes using a workforce... Nov 1, 2006
a question beyond the expertise of a call center agent, the agent simply identifies a subject-matter expert from within the organization -- be it an engineer or an...
Feb 19, 2009
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
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
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
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...
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
and not cheap."
Before implementing a call center optimization system, companies must first determine which metrics are most important. For instance, said Bocklund, if a... Apr 20, 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
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
the phone channel to be managed by a call center platform, or the Web channel by a content management system. Future contact centers will have integration of these...
Dec 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
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
and language barriers -- as well as a potential customer backlash -- are impediments. Organizations should consider outsourcing as part of broader...
Jan 22, 2004
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
suites.
"We still find when we survey call center decision makers that there's not a strong push among contact center decision makers to get their CRM application and... Sep 4, 2007
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SOLUTIONS
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