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Top : Customer Service - Call Centers : Page 2: Call centers are often under-staffed and employees are over-worked. Learn about how to improve customer service within the call center environments.
Articles:
Call Center Performance and Customer Satisfaction - by Jan KolasinskiIn many sectors (and perhaps most especially telephony, banking, and utilities) call centers have rapidly evolved from being a simple add-on, customer-facing service to an important differentiator. In effect, in a world of increasing price competition and internationalization, a customer's experience of a company's online or telephone service can have serious impact on its bottom line. And while it's easy to calculate the direct cost of losing a customer due to a negative interaction with a company, the hidden costs of that customer sharing his experience with his immediate social network is often ignored. (Added: 24-May-2005 Hits: 1493 )
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: 200 )
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: 904 )
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: 384 )
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: 300 )
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: 169 )
Why understanding baby boomers, generation X and generation Y holds the key to smart 21st century customer service leadership - by na
Paper that provides a framework for customer service leaders to analyse and manage the generation gap among call centre staff. Argues that leaders need to foster a culture of tolerance and understanding between generations in order to save operational costs and improve customer experience. (Added: 6-Sep-2010 Hits: 357 )
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: 384 )
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: 871 )
Executives' Guide to Call Center Excellence: Workforce Management--Quality Is Job One...Or Is It? - by Eric Krell
Before quantifying call center metrics, companies must examine the effect customer service levels have on satisfaction. (Added: 22-Jun-2005 Hits: 995 )
Reengineering call centers: Reengineering and Continuous Improvement - by Jeff Hiatt
Business Process Reengineering (BPR) offers call center managers opportunities for operational improvements and cost savings. In many call centers, both Customer Service and This paper summarizes the challenges for call center managers today in the areas of operating costs, service levels and new technology, and discusses the potential for reengineering to allow managers to break out of the traditional cost vs. service trade-off. (Added: 18-Apr-2001 Hits: 669 )
The City of Fresno Introduces Customer Service with the ''One Call Center,'' Powered by FrontRange HEAT - by n a
The City of Fresno has set a new standard for customer service with the launch of the City's One Call Center, providing residents with one direct connection for information throughout the City. HEAT Service Management, from FrontRange Solutions, a global leader in service management, CRM, and voice application solutions for the growing small and medium enterprise (SME) and distributed enterprise markets, is the engine powering the City of Fresno's new revolutionary customer service center for city government. (Added: 3-Apr-2006 Hits: 508 )
The Underrated Differentiators For Call Centres - by Coreen Bailor
Contact center agents today have the most interaction with customers for a majority of organizations; therefore, the agents have the greatest opportunities to impact customers' decisions. However, instead of treating this group of frontline employees as the vital bridge between customer and company that it is, businesses all too often consider their contact centers as purely an overhead cost. Such firms are missing a huge opportunity. (Added: 14-Apr-2005 Hits: 757 )
Clear calls faster with effective listening - by na
There is a logical connection between effective listening and speedy call resolution. Yet many agents, even the motivated ones, can sometimes miss a trick here. Carolyn Blunt tells us why%u2026."When calls are either high in volume or repetitive in nature there can be a tendency to rush through the standard questions, flick through the system screens at lightning speed and end the call. It may even appear that the call has been closed and that your team does not need any help to close calls even faster. (Added: 2-Dec-2009 Hits: 906 )
The Importance of Schedule Adherence in the Call Center - by na
Schedule adherence is one of the main ways call center managers achieve labor efficiencies and improve customer service. Not only must call center managers ensure that agents aren’t showing up late or clocking out early, they also must ensure that each agent is staying on schedule for “intra-shift” activities, such as scheduled breaks and training or coaching sessions.""The reason this is so important is that every minute counts when it comes to customer service. Many organizations have cut their call center staffing to the bone, as a result of the recession, therefore they must ensure that each agent’s time is being used as efficiently as possible. (Added: 20-Jan-2010 Hits: 437 )
Fast Company | 'But Wait, You Promised ...' - by Charles Fishman
Read this first-hand account of the author's efforts to communicate and receive customer service from a call service. Here is a quote from the article: I am in the belly of the beast.I have risen early, traveled far, and overcome lines, rudeness, and indifference. Now, heedless of my chances of coming back without serious psychological or physical injury, I am journeying into a swamp that has become a source of boundless irritation, frustration, confusion -- even fury -- for tens of millions of Americans. I open the door and step into a customer-service call center. And not just any call center either -- one that is exclusively devoted to handling problems with cell-phones. It's cool inside and fairly well lit, for a swamp. (Added: 1-Mar-2005 Hits: 882 )
Making the Call for Themselves - by Ed Frauenheim
American Express revamps its people management approach and gives call center representatives more latitude as part of a quest to upgrade customer service. (Added: 15-Aug-2010 Hits: 419 )
Working on Average Handle Time and First Call Resolution? Stop It . . . Now! by Tripp Babbitt - by Tripp Babbitt
I know . . . here we go again, but the insanity has to stop at some point. Changing thinking sometimes becomes a redundant activity that if whacked on the head enough something might stick. When it comes to FCR (First Call Resolution) and AHT (Average Handle Time) nothing could be more true. (Added: 2-Aug-2010 Hits: 416 )
Service Secrets From the Neighborhood - by Chris Selland
Contact centers should take a lesson from local businesses and get back to basics. (Added: 22-Jun-2005 Hits: 926 )
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