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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:
Boredom and Employee Retention In Call Centers - by naStaff 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: 836 )
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: 4069 )
How to Overcome the Call Center Conundrum - by David Myron
Five ways to improve efficiency without sacrificing relationships. (Added: 12-Jun-2005 Hits: 1055 )
Consumers reject regional accents | Call Centre Helper - by na
The way a brand or businesssounds could be as important as how it looks, according to new research into voice branding."With 56% of Britons stating that they are more inclined to listen to a special offer or promotion if it came from a voice that they find appealing, businesses cannot afford to ignore the growing importance of voice within promotion and customer service. (Added: 2-Dec-2009 Hits: 464 )
Offshore Versus Onshore Contact Centers - by Chris Selland
There is no bigger topic in the customer service market these days than that of outsourcing--more specifically, offshore outsourcing. Walk into any contact center and you'll hear the same fears: Management has mostly let "enlightened" customer service go by the wayside, in favor of simply doing it cheaper."These fears may be based on assumptions that cheap offshore labor equates with low quality. "Now put on your customers' shoes for a minute... Read more. (Added: 30-May-2005 Hits: 622 )
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: 1028 )
6 Secrets to Selecting the Right Contact Center Location - by Colin Beasty
Recently, many companies have begun to take a new approach, which some industry pundits call rightshoring--finding a balanced solution to running a customer contact center that best meets the needs of both an organization and its customers. (Added: 14-Apr-2005 Hits: 945 )
Fast Company | Fast Growth, Great Service - by Charles Fishman
Learn how the company called Convergys became successful and earned a reputation for great customer service. In a period of diminished hopes and slower growth, Convergys is a change of pace -- a company that's growing fast without sacrificing service. And it better not: service is its business. (Added: 2-Mar-2005 Hits: 585 )
Service on Steroids - by na
The contact center performance enhancers of choice these days are training, workflow automation, workforce optimization, and workforce management. These tools are coming together to form one dynamic performance-optimization solution to pump up the service volume (Added: 12-Jul-2005 Hits: 526 )
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: 169 )
Listening To The Customer - by Donna Siegal
As a customer service representative in a call centre environment good listening skills are paramount. This article suggests that there are three main roadblocks to effective listening. They are listed as: organization, assumption, and association. These roadblocks are discussed in detail and recommendations as to how to remove them during customer interactions are included within. This is a good read not only for call centre employees, but any employee who routinely deals with customer service issues. pop (Added: 2-Nov-2004 Hits: 3275 )
Reinventing The Call Center- Customer Service for the Digital World - by NA
Call 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. (Added: 18-Apr-2001 Hits: 1100 )
Most Call Centers Are Too Efficient To Be Effective | G-CEM - by Sampson Lee
From the customer's point of view, what is the perfect support call experience?""When I'm the customer, I believe my call should be picked up by a customer service representative - yes, a human being, not interactive voice response (IVR) - in a few seconds. He or she must have a nice voice and a warm attitude and must greet me in person and offer personalized service. The agent should speak to me in my preferred language with professional knowledge and solve my problem on the spot, with no wait time and no escalation. And the whole thing should take just a couple of minutes. (Added: 6-Dec-2010 Hits: 281 )
The Top Ten Features To Seek To Knowledge-Enable Customer Support Software - by Mark Anton
Consequently, 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: 922 )
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: 837 )
Where the Customer Service Rep Is King - by Bob Parks
You open your mail and find you've been double-billed. Your screen goes dark just before the start of the NBA finals. The repair guy who was supposed to show up between 8 and noon apparently had better things to do. If you're one of 86.9 million cable- or satellite-TV subscribers in the United States, you know the drill: It's time to dial that 800 number and brace for a major-league runaround. (Added: 24-Oct-2004 Hits: 766 )
What is Great Service? - by Charles Fishman
What is great service? Who defines it? How do you know it when you deliver it? Good service is solving a problem -- delivering what people expect to receive. Great service is getting below the surface of the problem -- delivering what no one expects to receive. It's listening, learning, assessing, refining. (Added: 20-Mar-2005 Hits: 1598 )
What's Changing in the Canadian Call Center Industry? by Customer Management IQ - by na
The call center industry in Canada has grown exponentially over the past few decades, as all sectors of the economy rely on the industry for support.""Figures from Statistics Canada show that between the years 1998 and 2006 the call center industry experienced an annual increase in revenue of 27.7 percent. (Added: 2-Aug-2010 Hits: 343 )
Why are call centres failing? | Call Centre Helper - by na
In a recent UK survey, it emerged that six out of ten people had switched companies because of a poor level of customer service."Management Consultants Stuart Corrigan and Ron Skea believe these grim statistics have actually been created by the very measures that call centres put in place to improve their performance. (Added: 2-Dec-2009 Hits: 702 )
44 call centre training tips - by Kevin Stillwell
There has never been a better time to train our call centre staff."We asked for training tips and have been amazed by the response. Here are the 44 great tips we were sent%u2026 (Added: 2-Dec-2009 Hits: 723 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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