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Contact Center ARCHIVE

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

Furloughs for L.L. Bean Call Center Workers  Apr 08, 2009 10:07 PM By Jim Tierney

Outdoor gear and apparel merchant L.L. Bean will furlough about 75% of its staff – all but 50 of its 200 workers – at the Bangor, ME-based call center starting in May, according to the Kennebec (ME) Journal/Morning Sentinel.

Training Phone Reps to Upsell  Apr 02, 2008 6:50 PM By Liz Kislik

Many call center reps see themselves as order-takers or processors or helpers, not as salespeople, and they can be fearful–and in some cases, downright negative–about selling. So the approach of teaching reps to

Increasing AOV on the phone  Apr 01, 2008 9:30 PM By Liz Kislik

What’s the AOV this week? How’s the AOV trending? When marketers start talking about average order value, I can’t help thinking of Garrison Keillor’s

Helping Phone Reps Increase AOV  Mar 26, 2008 5:54 PM By Liz Kislik

You can do a few things to increase your average order value. But you

Forecasting Workloads for Special Events  Mar 11, 2008 8:18 PM By Bob Webb

Does your company

Surveying Call Center Success  Feb 20, 2008 6:45 PM By Penny Reynolds

The long-term success of any organization, and particularly a service organization such as a call center, depends upon continuous improvement. Most call centers have numerous measures of individual, team, and overall call center performance.






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