Contact Center ARCHIVE

L.A. Confidential: Contact Center Roundtable  May 01, 2007 9:30 PM By MCM staff

In February, Multichannel Merchant escaped the winter storms of the Northeast and jetted to sunny West Hollywood, CA, to discuss contact center management with a group of multichannel executives. Although the participants represented diverse merchandise categories, the challenges they face running a contact center and improving customer service are universal.

A Strong Case for Call-Center Certification  Apr 24, 2007 8:51 PM By Kathryn Jackson

During a recent best-practice study, a call-center certification tale piqued my curiosity. I must admit to becoming a little jaded because of all the call-center certifications that have come and gone in my 20-plus years in this industry. But the one was different.

Study: Employee Attrition on the Rise in Contact Centers  Apr 11, 2007 9:06 PM By MCM staff

Low compensation and high stress in the contact center led to a jump in employee attrition rates, according to a study from Burlington, MA-based IT solutions provider Dimension Data.

Seven Tips for Smoother Service  Apr 04, 2007 6:55 PM By Penny Reynolds

Improve your contact center customer service with these seven tips from Penny Reynolds

By the Numbers: Contact Center Metrics  Apr 01, 2007 9:30 PM By Linda Formichelli

If train A leaves Boston at 3:13 p.m. going 75 miles per hour, and train B leaves New York City at 2:24 p.m. going 71 miles per hour, what time will they

Q&A with Rosanne D’Ausilio, Ph.D.: Training World-Class Service Reps  Apr 01, 2007 9:30 PM By MCM staff

Rosanne D’Ausilio, Ph. D., is an industrial psychologist and president of Human Technologies Global. She will present The Five Ws of World-Class Customer

Counterpoint: Why Service Level Isn’t an Ideal Metric  Apr 01, 2007 9:30 PM By Brian Galvin

Contact centers are data-rich environments, with detailed information available from a multitude of systems on every minute step of each interaction’s

First Things First: Unify the Service Desktop, Then Implement a Universal-Agent Program  Mar 28, 2007 9:32 PM By Cindy Curtin

There is not yet a standard definition for a contact center

Efficiencies Enable Lillian Vernon to Shut Manila Contact Center  Mar 21, 2007 7:40 PM By Mark Del Franco

Crediting increased operational efficiencies as the catalyst, Lillian Vernon closed its satellite call center in Manila, Philippines, on March 18.

Efficiencies Enable Lillian Vernon to Shut Manila Contact Center  Mar 21, 2007 7:34 PM By Mark Del Franco

Crediting increased operational efficiencies as the catalyst, Lillian Vernon closed its satellite call center in Manila, Philippines, on March 18.






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