Contact Center ARCHIVE

“Lies, Damn Lies, And Statistics”  Jun 26, 2007 9:25 PM By Kathryn Jackson

Mark Twain once said,

Making Screen Pops Pop  Jun 05, 2007 10:18 PM By Kathryn Jackson

Screen pops are basically any technology, including interactive voice response (IVR), automatic number identification (ANI), or computer telephony integration (CTI), that presents corresponding data

Home Is Where the Rep Is  Jun 01, 2007 9:30 PM By Jeff Schmitt

You’ve heard time and again how consumers have more choices now than ever and have access to more information than ever. Technologies such as the Internet

Calculating the High Cost of Employee Turnover  May 29, 2007 8:10 PM By Kathryn Jackson

What does it cost you every time you lose a valued employee? Have you considered all the factors (hard dollars, soft dollars, direct costs, indirect costs) you should include? If you haven’t, then it will be very difficult to assess which retention strategies will be profitable for you.

9 Questions for Choosing the Right Home-Agent Provider, Part One  May 23, 2007 7:30 PM By Jeff Schmitt

In evaluating providers of home-based agents, many organizations make the mistake of focusing on tangibles such as skill-based routing, digital recording, real-time reporting, e-mail and chat capabilities, and redundant system configurations.

Live from NCOF: Developing and Applying Multichannel Contact Center Benchmarks  May 02, 2007 2:36 AM By Mark Del Franco

Schaumburg, IL–We all know the importance of benchmarking: It sets a standard by which to measure your performance and build a baseline from which you can improve. But with so many metrics in the multichannel contact center, which ones should you be measuring?

Knights Direct Calls Up Efficiencies  May 01, 2007 9:30 PM By Mark Del Franco

Have you ever purchased a piece of technology but felt you weren’t getting all you could from it? That was the case at Knights Direct. The parent of the

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.

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