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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: 410 ) 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: 1898 ) 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: 2220 ) Evaluating Staff, Cost, and Service Tradeoffs In Call Centers - by na How do you evaluate and analyse call center issues such as the tradeoff between cost and service quality, and how to evaluate staff? Here's an excellent set of answers. (Added: 23-Jul-2007 Hits: 96 ) 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: 444 ) 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: 281 ) Pages Updated On:
23-Jan-2009
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