Contact Center ARCHIVE

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.

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


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.

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