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Contact CenterMar 26, 2008 5:54 PM By Liz Kislik
You can do a few things to increase your average order value. But you
Contact CenterMar 11, 2008 8:18 PM By Bob Webb
Does your company
Contact CenterFeb 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.
Contact CenterFeb 12, 2008 10:28 PM By MCM staff
At almost every seminar I teach or attend I get asked,
Contact CenterFeb 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
Contact CenterFeb 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
Contact CenterDec 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.
Contact CenterDec 12, 2007 8:10 PM By Jim Tierney
To liven up the holiday order experience for both customers and telephone representatives, Lands
Contact CenterDec 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.
Contact CenterNov 27, 2007 7:52 PM By MCM staff
Technology has revolutionized the contact center in recent years, and there