Universal service agents perform a wide variety of tasks in today’s contact center: taking inbound order calls, resolving customer service issues, responding to e-mails, engaging in online chat with Web customers.
A study from e-Gain Communications, a Mountain View, CA-based supplier of customer service and contact center software, reveals both good news and bad news regarding the state of multichannel customer service.
Before the visions of sugarplums have danced completely away for another year, be certain to contemplate the performance of your contact center during the holiday season immediately past.
The usefulness of the staff schedule created by workforce management software will rise or fall on the reliability of the predictions it makes about the expected volume of incoming work. Without the right assumptions about the workload to be handled, the software
Many of us are stuck. We have talked about becoming customer-centric, value-added, mission-critical, and a lot of other hyphenated things, but we are
The direct industry has a difficult balancing act to perform. On the one hand, we want to provide a high level of customer service
Can one agent handle telephone, e-mail, and chat inquries? And is that even a good idea? That depends on the communication skills you evaluated your agents on prior to hiring them and/or any additional training you have provided them since. Verbal and written communication skills are two distinct competencies, and being well-versed in one doesn’t necessarily guarantee success in the other.
Businesses that want to get closer to their customers are transforming their conventional call centers into multichannel contact centers that support
When the holidays approach, you’ve got to ramp up, even during an economic downturn. Whether you prefer to put the pedal to the metal or to sit idling
The minute she walked into my office, I knew she was trouble. Trouble, with a capital T, and that rhymes with C, and that stands for CRM. Before I even