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Top : Customer Service - Call Centers : Page 2: Call centers are often under-staffed and employees are over-worked. Learn about how to improve customer service within the call center environments.
Articles:Executives' Guide to Call Center Excellence: Workforce Management--Quality Is Job One...Or Is It? - by Eric KrellBefore quantifying call center metrics, companies must examine the effect customer service levels have on satisfaction. (Added: 22-Jun-2005 Hits: 541 ) Service Without A Smile - by Rusty Weston 65 percent of respondents in a survey conducted by BenchmarkPortal on behalf of Purdue University's Center for Customer-Driven Quality and staffing firm Kelly Services admitted that they would probably lessen or completely terminate their dealings with a company that outsourced its customer call center overseas. (Added: 1-Jun-2005 Hits: 251 ) The Call Center School Scheduling Principles and Problems - by na Call Center Scheduling -- The art and science of getting the just right number of people in their seats at precisely the right times to handle the calls. Too many at one time of day and you%u2019re paying needless dollars for staff when they%u2019re not needed. (Added: 26-Jul-2007 Hits: 62 ) The Human Side of Call Centers in High-Tech Companies - by Adam Throne How companies that manufacture high-tech products are increasing their emphasis on live customer service. (Added: 18-Apr-2001 Hits: 351 ) 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: 143 ) Managing Daily Staffing and Service In Call Centers - by na The pieces are in place. You gathered and analyzed mounds of historical information to arrive at a call forecast. Then you calculated the number of staff needed by half-hour to meet your center%u2019s speed of answer goals. Finally, you juggled schedules until you arrived at a reasonable mix of efficiency and acceptability. All this planning means that you should have the %u201Cjust right%u201D staff in place every half-hour to match the workforce to the workload. But you know what they say about the best laid plans... This article will outline the steps of tracking call center performance within the day to ensure that the plan is actually working based on the realities of the day. (Added: 30-Jul-2007 Hits: 77 ) Pages Updated On:
28-Jan-2008
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