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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:
Call Center Performance and Customer Satisfaction- by Jan Kolasinski
In 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:
866
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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."
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(Added:
20-Jan-2010
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38
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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:
654
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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:
650
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Boredom and Employee Retention In Call Centers- by na
Staff 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:
484
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