Health Issues Plague Offshore Call-center Staff
American consumers–and Europeans for that matter
Live Chat
Call Center Customers: The Waiting is the Hardest Part
The gap between customers’ perception of waiting time and actual waiting time has been clearly conceptualized but rarely measured.
Elfing It Up at Lands’ End
To liven up the holiday order experience for both customers and telephone representatives, Lands
Top 10 Tech Tools for Call Centers
Technology has revolutionized the contact center in recent years, and there
Is this New Delhi?
Haband is doing it. So are Home Decorators Collection and Creative Irish Gifts. Dell’s still at it
Quick Tip: Hiring a Phone Rep? Pick Up the Phone
You know you have to hire a rep for your call center, but you
Eye on Offshore Call Center Outsourcing
The worldwide market for customer service outsourcing hit $12.2 billion in 2007, compared with $8.4 billion in 2004, according to Gartner Research.
The main reason it
The Skinny on Call Monitoring
Managers typically monitor their agents’ performance in responding to telephone calls, e-mail, etc. for purposes of quality control and training. Research shows that best-practice contact centers monitor 5 to 10 calls per agent per month.
Customer Intimacy: Getting Past the First 15 Seconds
Most call centers these days are tailoring their opening by balancing the requirements of their strategy and what their customers prefer. The best-in-class standard is not so much “agent first and last name” or “first name only” but rather what fits into the company strategy and customer segment.
Dark Days for Offshore Service?
Have you off-shored any of your customer contact operation? If so, how do you ensure there are no