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Contact Center ARCHIVE

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.

The Lowdown on Bottom-Line Ergonomics  Feb 12, 2008 10:28 PM By MCM staff

At almost every seminar I teach or attend I get asked,

Putting a Cap on Calls Resolution  Feb 05, 2008 11:36 PM By Timothy J. Holody

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

THE NEW SCHOOL  Feb 01, 2008 10:30 PM By Debra Ellis

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

Call Center Customers: The Waiting is the Hardest Part  Dec 18, 2007 11:10 PM By Kathryn Jackson

The gap between customers’ perception of waiting time and actual waiting time has been clearly conceptualized but rarely measured.

Elfing It Up at Lands’ End  Dec 12, 2007 8:10 PM By Jim Tierney

To liven up the holiday order experience for both customers and telephone representatives, Lands

Calculating Contact Center Productivity  Dec 12, 2007 8:06 PM By Kathryn Jackson

Everyone in your contact center must understand how you calculate productivity. Without an agreed upon calculation, you can never truly trust the numbers.

Top 10 Tech Tools for Call Centers  Nov 27, 2007 7:52 PM By MCM staff

Technology has revolutionized the contact center in recent years, and there

Voice Recognition Technology Hits the Desktop  Nov 27, 2007 7:48 PM By Vince Weseli

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.

Making a Budgetary Case For Your Contact Center, Part Two  Nov 27, 2007 7:37 PM By MCM staff

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.






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