Bacal & Associates - Meeting your customer service needs for almost two decades
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:
Reinventing the Call Center- by Paula Gamonal
all 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.
These days, customer service takes many forms. Customers expect to be able to get the same answers by whatever channel is convenient for them- sending an e-mail, filling out a form on a web-site, calling on the phone, or using an online service.
(Added:
15-Feb-2005
Hits:
558
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Credit and Collections Call Centers Focus on Service- by J. O'Herron
Here%u2019s how credit and collections call centers apply the concept of customer service to the way they manage inbound and outbound calls.
(Added:
18-Apr-2001
Hits:
363
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Consumers reject regional accents | Call Centre Helper- by na
The way a brand or businesssounds could be as important as how it looks, according to new research into voice branding.
With 56% of Britons stating that they are more inclined to listen to a special offer or promotion if it came from a voice that they find appealing, businesses cannot afford to ignore the growing importance of voice within promotion and customer service.
(Added:
2-Dec-2009
Hits:
94
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Making the Right Call - Choosing An Outsourcer For Call Centers- by Jason Compton
Choosing the right company or outsourcer to handle and run your call center is a critical process. Learn from the call center experts to ask the right questions and make the right call center outsourcing choice.
(Added:
2-Jun-2005
Hits:
585
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Service on Steroids- by na
The contact center performance enhancers of choice these days are training, workflow automation, workforce optimization, and workforce management. These tools are coming together to form one dynamic performance-optimization solution to pump up the service volume
(Added:
12-Jul-2005
Hits:
299
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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:
964
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