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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.
At almost every seminar I teach or attend I get asked,
You know why you should strive for first-call resolution, and if you read our last article (http://multichannelmerchant.com/opsandfulfillment/advisor/first_call_0129/index.html), you know how to do it. This week we
Thinking of buying a new CRM system? Save your money until your employees know what they’re talking about. Technology alone won’t help you provide customers
The gap between customers’ perception of waiting time and actual waiting time has been clearly conceptualized but rarely measured.
To liven up the holiday order experience for both customers and telephone representatives, Lands
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.
by Niko Lutkins
Posted 3 days ago
by Liat Fuchs
Posted 4 days ago