Should customer service reps sell?
Customers love to buy. We love when someone helps us solve a problem, meet a need, satisfy a desire, or do something nice for ourselves. If it’s true,
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Giving FEEDBACK
Why put yourself through the agony of giving performance feedback when 1) the problem really isn’t very bad, 2) she’s probably not going to change anyway,
Making Screen Pops Pop
Screen pops are basically any technology, including interactive voice response (IVR), automatic number identification (ANI), or computer telephony integration (CTI), that presents corresponding data
9 Questions for Choosing the Right Home-Agent Provider, Part One
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.
A Strong Case for Call-Center Certification
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.
Boost the Accuracy of Call Volume Predictions
The usefulness of the staff schedule created by workforce management software will rise or fall on the reliability of the predictions it makes about the expected volume of incoming work. Without the right assumptions about the workload to be handled, the software
TAKE TWO
When the holidays approach, you’ve got to ramp up, even during an economic downturn. Whether you prefer to put the pedal to the metal or to sit idling
The Big App
The minute she walked into my office, I knew she was trouble. Trouble, with a capital T, and that rhymes with C, and that stands for CRM. Before I even
Power Broker
SPECIAL SERIES FORECASTING, PART 2 Shortly after Scholastic Inc. started using new workforce management software at its Missouri-based customer contact
CRM at the crossroads
The good news is, it’s February! OK, that may not seem like much, but think of it: This means you’ve survived the Big Holiday Shopping Season (such as