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Top : Customer Service - Call Centers: Call centers are often under-staffed and employees are over-worked. Learn about how to improve customer service within the call center environments.
Articles:
The Top Ten Features To Seek To Knowledge-Enable Customer Support Software - by Mark AntonConsequently, customer support software is undergoing vast changes and now features an increased emphasis on problem-solving functionality, which, according to Anderson Consulting, comprises more than 60 percent of support center call length. Up until a few years ago, the technology focused primarily on call tracking and call logging functionality. (Added: 18-Apr-2001 Hits: 938 )
Coaching and Developing Call Center Staff, JJ, Lauderbaugh - by JJ Lauderbaugh
In this fast-paced, shrinking world, call centers and other pockets of people answering phones, have become a way of business life. In developing tomorrow's work force today, managers are finding that coaching call center staffs to take full responsibility for customers' experiences is a necessity. It increases productivity and company and department images. It also helps to maximize sales, and retain internal and external customers. (Added: 18-Apr-2001 Hits: 958 )
Quit Treating Your Contact Center Like a Manufacturing Plant by Tripp Babbitt - by Tripp Babbitt
The mass production, economies-of-scale mentality that has a place in the demise of manufacturing in the United States has long been the model copied in contact centers. With more and more manufacturing going away, we are getting former manufacturing managers bringing this mentality to service business. Service is not the same; and copying failed concepts in manufacturing will surely lead to trouble in service (Added: 20-Mar-2011 Hits: 209 )
Quality in the Call Center Industry -- What We Can Learn From History - by Aaron Garelis
The old saying "history often repeats itself" is clearly the case with today's focus on quality within call centers. Just as the manufacturing industry experienced major changes earlier this century, the call center industry is now experiencing radical changes in how it conducts business. (Added: 3-Apr-2006 Hits: 884 )
10 Strategies for Customer Service Success - by Emmy Favilla
Contact center managers can no longer define success by call duration alone. Visit ten companies that have overcome challenges related to contact and call centeres and customer service. pop (Added: 26-May-2005 Hits: 4096 )
Boredom and Employee Retention In Call Centers - by na
Staff turnover is a problem in most call centers. The author suggests that boredom is a major factor, and offers some ideas to increase employee turnover. (Added: 19-Jul-2007 Hits: 862 )
Frost and Sullivan Considers Role of Call Centers in 'Reviving' Economy - by na
From Manila comes the news that the contact center industry "needs to increase its focus on customer acquisition and delivering customer experience with people, processes and technology."""That's the assessment of Frost and Sullivan officials at the recently-concluded Customer Contact Philippines summit 2009.""Kevin Panozza, CEO of engagement matters, said that companies today no longer compete with one another to make sales, instead, "they compete for opportunities." (Added: 20-Jan-2010 Hits: 400 )
Making the Right Call - Choosing An Outsourcer For Call Centers - by Jason Compton
Choosing the right company or outsourcer to handle and run your call center is a critical process. Learn from the call center experts to ask the right questions and make the right call center outsourcing choice. (Added: 2-Jun-2005 Hits: 850 )
Reinventing the Call Center - by Paula Gamonal
all Centers have been the human interface point for years in areas like catalog sales and order-taking, telephone solicitation, and post-sale service (complaints and returns.) With the e-commerce boom, call centers have become even more important since they play these roles in organizations that may have no other physical presence or means for human contact.""These days, customer service takes many forms. Customers expect to be able to get the same answers by whatever channel is convenient for them- sending an e-mail, filling out a form on a web-site, calling on the phone, or using an online service. (Added: 15-Feb-2005 Hits: 1045 )
Call Centers Hold Enormous Potential for Brands -- But Too Often Fall Short - Think customers: The 1to1 Blog - by na
Call centers sit on the frontline of customer experience where they provide sales, support, and customer service functions. They're often customers' first -- and sometimes their only -- human interaction with a company.""Even with conservative estimates, it's easy to make the case that large call centers have customer influence on par with, if not greater than, that of mass advertising campaigns. (Assuming a call center with 3,000 agents and an average of only 50 calls per agent per day, a company has the opportunity to make 1.05 million personal connections each week -- and 54.6 million each year.)""Call center interactions have the potential to build a company's brand image, delight people so much that they recommend the brand to friends, and even generate incremental sales. (Added: 15-Mar-2011 Hits: 182 )
How to Prevent 'Toxic Talk' in the Contact Center by Gina Scanlon - by Barbara Burke
Customer Management IQ welcomes back Barbara Burke, customer experience guru, workshop leader and keynote speaker, on the subject of what you can do to reduce toxic talk in your contact center. She cites that 89% of service professionals she surveyed believe the subject needs addressing. She also gives an excerpt of her 8 steps towards eliminating the problem. (Added: 20-Mar-2011 Hits: 180 )
Panviva contact centre CSR metrics survey - by Leon Paternoster
Business Process Guidance company Panviva surveyed 54 UK contact centres about customer service representative performance metrics. They found that most centres measured internal performance thoroughly but that customer satisfaction measurement was imprecise. (Added: 6-Sep-2010 Hits: 311 )
The Bitter Taste of Offshoring - by Colin Beasty
Europe is setting an example of best outsourcing practices that American business might want to follow. (Added: 18-Jan-2006 Hits: 394 )
12 quick ways to deal with call centre noise - by na
I haven't seen this dealt with before, but it's surely a huge issue. Personally, when I get unsolicited calls from call centers, I hang up as soon as I hear background noise, which, in many cases, makes it impossible to even understand the caller. Here's what's in the article: Background noise is a real problem in many call centres. The noise is transmitted down the phone to the customer and your agents can find it difficult to think. So what possible solutions are available? (Added: 5-Apr-2012 Hits: 2 )
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