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Contact Center ARCHIVE

5 Ways Contact Centers Can Use Web 2.0 Channels  Feb 28, 2012 11:51 PM By Lauren Ziskie

The voice of the customer has now amplified. This shift in consumer behavior does not signal the death of the contact center model, but an evolution in the way companies must address customer concerns. Here are 5 ways contact centers can connect with customers using Web 2.0 channels.

12 Tips to Reduce Customer Hold Times  Feb 22, 2012 10:59 PM By Barbara Burke

Reducing the amount of time your customers stay on hold will not only result in shorter handle times, but will make your customers more satisfied and your agents a lot happier. Here are 12 tips to reduce the amount of time your customers wait on hold in your contact center.

4 Tips on Information Sharing in Your Contact Center  Feb 15, 2012 2:43 AM By Stewart Buskirk

Finding effective ways to communicate important updates quickly can greatly enhance your contact center environment. Here are four tips that will make information sharing easier.

5 Tips to Help You Find Time in Your Contact Center  Feb 01, 2012 9:34 PM By MCM staff

How do you find more time in your contact center? Here are 5 tips to help you develop a leadership time planner that allows you to stay in control.

The Top 20 Contact Center Metrics for 2012  Jan 04, 2012 8:17 PM By Penny Reynolds

The three main stakeholder groups are pretty obvious. The most important group is, of course, is your customer base. The second group is the senior management team. And the third group is your contact center workforce. We

Training Your Reps to Handle Live Chat  Jul 04, 2011 10:34 PM By Kathryn Jackson

Your contact center reps should be well trained to handle live chats, since it

Should You Untether Your Customer Service Reps?  Jul 21, 2010 3:21 AM By Melissa Dowling

When the Internet first came along as a viable channel, custom logo apparel cataloger Queensboro Shirt Co. thought it would be able to shut down its call center, according to chairman/founder Fred Meyers.

Measuring and Rewarding Reps for Telephone Selling  Apr 14, 2010 7:48 PM By Penny Reynolds

Creating a successful selling or upselling program is a matter of putting the right people on the phones, training them properly, and creating policies and incentives to make them successful.

Redcats USA to Close Contact Center  Oct 14, 2009 3:42 AM By Jim Tierney

Multititle cataloger Redcats USA announced it will close its customer contact center located in Universal City, TX, on Dec. 18. Nearly 500 employees will be laid off.

Contact Center Shared Staff Arrangements  Aug 19, 2009 3:37 AM By Penny Reynolds

Some catalog centers with a busy seasonal holiday pattern look to local businesses that may slow down in the fall. Some recruit workers directly with great success from businesses that have a summer peak. You can choose to try to reach these potential staff with wide and well-timed advertising, or you can elect to go directly to the source and work with those businesses directly.






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