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MULTICHANNEL MERCHANT » ARCHIVES FOR PENNY REYNOLDS
Improve your contact center customer service with these seven tips from Penny Reynolds
Although these self-directed work teams are most often implemented in manufacturing environments to turn out a better-quality product more efficiently, many customer service organizations have also embraced this concept. But while some of the concepts of work teams have resulted in delivery of better, more efficient service to the customer, other components have created service problems.
The evolution of a simple call center into a multichannel contact center doesn’t happen overnight. You may need to add or upgrade technologies, and certainly
This is the second in a two-part series on Call Center Metrics. In the last edition, we discussed the first 10 metrics.
The evolution of a simple call center into a multichannel contact center doesn
So what exactly do new employees need to learn about the call center? We asked agents and supervisors alike what the missing pieces were and below is their
It’s April and, for most consumer catalogers, time to plan for their peak staffing needs six months from now. Catalogers that do most of their business
One factor that has a major impact on contact center staffing is the size of the center or the agent group. Centers handling larger volumes of calls will naturally be more efficient than smaller ones. This is due to the economies of scale of large groups.
Sharpen your pencils, dust off your calculator, and get ready for a math lesson: When running a contact center, the most important rule to remember is
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