Contact Center ARCHIVE

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.

Six Tips for Training Universal Service Agents  Mar 01, 2007 10:30 PM By MCM staff

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.

Multichannel Service Improves–or Does It?  Mar 01, 2007 10:30 PM By Mark Del Franco

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.

Calling for a Contact Center Review  Mar 01, 2007 10:30 PM By Liz Kislik

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.






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