Click to Visit

Click to Visit

Contributed Articles

Do You Know How to Calculate Your Contact Center’s ROI?

Too many contact centers are considered ‘Cost Centers’ and the majority of senior executives don’t understand the value of these departments that serve their customers. Every department has a value; managers of contact centers need to be able to document and demonstrate their worth.
[Full Article]   Jun-17-2012

 

Realizing the True Potential of Quality Monitoring

Monitoring, measuring, and managing service quality and agent performance have become basic “block and tackle” tactics in many contact centers today. However, many organizations are failing to master these tactics even though a single, quick transaction in the contact center can make or break a customer relationship.
[Full Article]   Jun-10-2012

 

Customer Reference Programs at the Tipping Point

Buyers increasingly expect to check with their peers before they'll purchase from a company -- using social media, peer communities, old fashioned live events and conferences, personal and professional networks, and other connective tools. This means they want to talk to your customers. Social media understands this and facilitates it. Some of the most exciting — and challenging — innovations in social media are around how to enable users of sites like Facebook and Pinterest to make recommendations, referrals, or "likes" of the products and services they use. Traditional media also gets this. Is your firm ready for this new age of peer-to-peer marketing?'
[Full Article]   Jun-10-2012

 

Addressing the Home-Based Agents Conundrum

At-home agents are becoming increasingly common among contact centers striving to decrease employee turnover, lower costs, and improve customer service. But are they right for every company?
[Full Article]   Jun-10-2012

 

Why Does Customer Service Disappoint?

For the most part customer service really does disappoint. Automated phone systems, press this button for self-service, etc. It’s horrible. For many companies, the goal is cutting costs from the service department, which has typically been a profit drain. These companies slash costs by eliminating personal interaction, using consolidations of call centers, call deflection technology, robotic implementations of call scripting and workforce optimization tools. Get off the call, get out of the client site, move on to the next appointment as quickly as possible! The result is a reduction in the amount of time their people spend in direct personal contact with customers. It’s a short-term means of saving money, but is it truly profitable in the long run?
[Full Article]   Jun-10-2012

 

<< Prev1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 Next >>
Page: 100/105   Articles: 523