Everyone in your contact center must understand how you calculate productivity. Without an agreed upon calculation, you can never truly trust the numbers.
Technology has revolutionized the contact center in recent years, and there
Voice recognition software has long been used to collect customer information for the customer service agent prior to the live connection of the call. But voice recognition software in use on the agent desktop is now showing promise in its ability to lower costs by reducing call handle times and provide a better service experience for the customer and agent.
Multichannel contact centers must be prepared to perform at a high level, which requires funding. But you need the support and buy-in of senior management to make your case to get the funding.
Haband is doing it. So are Home Decorators Collection and Creative Irish Gifts. Dell’s still at it
The worldwide market for customer service outsourcing hit $12.2 billion in 2007, compared with $8.4 billion in 2004, according to Gartner Research.
The main reason it
Managers typically monitor their agents’ performance in responding to telephone calls, e-mail, etc. for purposes of quality control and training. Research shows that best-practice contact centers monitor 5 to 10 calls per agent per month.
Most call centers these days are tailoring their opening by balancing the requirements of their strategy and what their customers prefer. The best-in-class standard is not so much “agent first and last name” or “first name only” but rather what fits into the company strategy and customer segment.
Have you off-shored any of your customer contact operation? If so, how do you ensure there are no