Fulfillment

When a contact center closes due to a hurricane, a power outage, or another disaster, customers may hear busy signals indicating overloaded or downed phone circuits, receive standard auto-attendant messages or hang-ups, or be put on hold for long periods of time with no explanation.

What starts as management training given to customer care representatives generally becomes management training received by representatives. In other words, managers typically designs training based on what they want to accomplish and when they want to deliver information to their representatives.

One factor that has a major impact on contact center staffing is the size of the center or the agent group. Centers handling larger volumes of calls will naturally be more efficient than smaller ones. This is due to the economies of scale of large groups.

Datavantage buys CommercialWare Natick, MA-based CommercialWare was sold on Feb. 1 for $13.2 million to Cleveland-based Datavantage, a subsidiary of Micros

Here’s a disturbing sign of the times: Younger consumers are so accustomed to poor customer service that they’ve come to expect it, according to a study

Bean to get bigger Apparel, outdoor gear, and home goods merchant L.L. Bean plans to expand its 660,000-sq.-ft. Freeport, ME, distribution center by 50%.

Every year the Georgia Institute of Technology, along with several corporate sponsors, conducts an in-depth study of the third-party logistics (3PL) industry

Sophisticated technology is a key feature that differentiates the modern contact center from the traditional call center. Pseudowire technology, a breakthrough

Workplace perks such as generous benefits programs all but vanished in the lean years of the recent past. But now that the economy is strengthening, more