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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 Anton
Consequently, 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: 326 )

How to Overcome the Call Center Conundrum - by David Myron
Five ways to improve efficiency without sacrificing relationships. (Added: 12-Jun-2005 Hits: 405 )

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: 589 )

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: 281 )

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: 464 )

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: 1858 )

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Pages Updated On: 20-Oct-2008 - 22:35:26





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