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Contact CenterNov 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.
Contact CenterNov 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
Contact CenterOct 30, 2007 8:14 PM By MCM staff
Contact CenterOct 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
Contact CenterOct 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.
Contact CenterOct 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.
Contact CenterOct 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
Contact CenterOct 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,
Contact CenterSep 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.
Contact CenterSep 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.
Posted 2 days ago
by Tim Parry
Posted 2 days ago