Operations Summit 2016



Contact Center ARCHIVE

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.

Customer Care After a Merger  Apr 22, 2009 9:01 PM By Nicolas de Kouchkovsky

Considering a merger or an acquisition to beat the recession? A lot of companies find that there

Principles for Contact Center Productivity Measures  Apr 15, 2009 7:45 PM By MCM staff

The first thing your contact center management team needs to do when sitting down to create an agent productivity metric is agree in principle about what this is all about. Following are four principles we believe will make your journey on the road to productivity a safer one.

Keep Your Product Vendors in Line  Apr 08, 2009 10:17 PM By Melissa Dowling

Multichannel merchants could be doing a better job keeping tabs on their merchandise vendors, according to Curt Barry, president of operations consultancy F. Curtis Barry & Co. Specifically, Barry told attendees at the NCOF show in Las Vegas last month that more direct merchants should be using vendor scorecards.

Why EarthLink Likes Click-to-Chat  Apr 08, 2009 10:13 PM By Ken Magill

Is click-to-chat a wise option for every merchant

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