Operations Summit

Subscribe


 

Contact Center ARCHIVE

Is this New Delhi?  Nov 01, 2007 9:30 PM By Mark Del Franco

Haband is doing it. So are Home Decorators Collection and Creative Irish Gifts. Dell’s still at it

Making a Budgetary Case For Your Contact Center, Part One  Oct 30, 2007 8:14 PM By MCM staff

Today

Eye on Offshore Call Center Outsourcing  Oct 30, 2007 8:07 PM By Mark Del Franco

The worldwide market for customer service outsourcing hit $12.2 billion in 2007, compared with $8.4 billion in 2004, according to Gartner Research.

The main reason it

The Skinny on Call Monitoring  Oct 30, 2007 8:03 PM By Kathryn Jackson

Managers typically monitor their agents’ performance in responding to telephone calls, e-mail, etc. for purposes of quality control and training. Research shows that best-practice contact centers monitor 5 to 10 calls per agent per month.

Customer Intimacy: Getting Past the First 15 Seconds  Oct 17, 2007 11:59 PM By Kathryn Jackson

Most call centers these days are tailoring their opening by balancing the requirements of their strategy and what their customers prefer. The best-in-class standard is not so much “agent first and last name” or “first name only” but rather what fits into the company strategy and customer segment.

Dark Days for Offshore Service?  Oct 10, 2007 9:46 PM By Kathryn Jackson

Have you off-shored any of your customer contact operation? If so, how do you ensure there are no

Should customer service reps sell?  Oct 01, 2007 9:30 PM By Joanna Brandi

Customers love to buy. We love when someone helps us solve a problem, meet a need, satisfy a desire, or do something nice for ourselves. If it’s true,

Study: Southerners more likely to register a complaint  Sep 25, 2007 7:32 PM By MCM staff

According to a recent Customer Experience Impact Report by Harris Interactive on bad call experiences 80% of customers will go to competitors after a bad call–up from 68% in 2006. But an interesting breakdown in the report was the bad call experiences by geographic regions and the behavior associated with geography.

Optimizing the Customer Experience  Sep 25, 2007 7:28 PM By Kathleen Peterson

A recent survey published in USA Today, indicates that 45% of customers identify customer service as the biggest influence on remaining loyal to a company. Clearly customers will stop doing business with companies due to the quality of the experience.

Transforming Agent Training Through Performance-Based Learning  Sep 25, 2007 7:23 PM By Marianne Langlois

An approach called






© 2014, Access Intelligence, LLC. All rights reserved.