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Top : Customer Service - Call Centers : Page 3: Call centers are often under-staffed and employees are over-worked. Learn about how to improve customer service within the call center environments.
Articles:
Clear calls faster with effective listening - by naThere 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: 920 )
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: 627 )
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: 368 )
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: 892 )
How to create a quiet room in your call centre - by Barbara Burke
If you have high levels of call-centre stress, it could be that a quiet room could help to alleviate some of those shattered nerves. Barbara Burke looks at how you could set up a quiet room in your call centre. With stress-related health problems and employee absences on the rise, it is no wonder that an increasing number of companies are looking for low-cost solutions for reducing the stress levels of their employees. We recently conducted a survey about quiet rooms which produced some interesting findings. (Added: 5-Apr-2012 Hits: 2 )
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: 1116 )
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: 454 )
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: 434 )
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: 782 )
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: 718 )
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: 635 )
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: 301 )
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: 772 )
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: 359 )
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