Operations Summit 2016

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Contact Center ARCHIVE

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

9 Quick Tips For Being an Employer of Choice  Sep 25, 2007 7:19 PM By MCM staff

Does your contact center have what it takes to be the employer of choice in your area?
Kathryn Jackson, founder of Ocean City, NJ-based Response Design Corp. lists just some of the must-haves to attract the best contact center candidates

Giving FEEDBACK  Sep 01, 2007 9:30 PM By Liz Kislik

Why put yourself through the agony of giving performance feedback when 1) the problem really isn’t very bad, 2) she’s probably not going to change anyway,

3 Ways E-learning Pays  Aug 15, 2007 8:25 PM By MCM staff

Once thought to be too expensive for the call center, e-learning is hot. Through the Web, E-learning allows your customer service reps to brush up on customer service skills or training between calls and shifts. This is the first in a three-part series on the value of e-learning.

5 Steps to Disaster-Proofing your Contact Center  Jul 31, 2007 8:59 PM By Gary A. Pudles

Contact centers have become the arteries of organizations, enabling customer care, retention, inbound and outbound sales, fundraising and donations, and direct response. So before a disaster threatens or strikes, take effective measures to protect your centers and the services they provide.

10 Secrets to Optimizing Your Workforce  Jul 31, 2007 8:27 PM By MCM staff

Everyone is struggling to do more with less






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