The Customer Service Zone & Help Center
Main Menu Customer Service
Main Page
Main Page
Books by Bacal
• Defusing Hostile Customers Workbook
• Perfect Phrases For Customer Service
•Free customer service tips and techniques and customer service scripts
• Defusing Hostile Customers Workbook
• Perfect Phrases For Customer Service
•Free customer service tips and techniques and customer service scripts
Customer Service Knowledgebase Q & A
new
Customer Service Discussion List
Customer Service Library Online
• Most Recently Added Customer Service Resources
• Most Popular/Viewed Customer Service Resources
Customer Service Discussion List
Customer Service Library Online
• Most Recently Added Customer Service Resources
• Most Popular/Viewed Customer Service Resources
|
Top : Customer Service - Call Centers : Page 4: 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 Bitter Taste of Offshoring - by Colin BeastyEurope is setting an example of best outsourcing practices that American business might want to follow. (Added: 18-Jan-2006 Hits: 119 ) 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: 680 ) 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: 173 ) 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: 492 ) 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: 369 ) 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: 201 ) Pages Updated On:
20-Oct-2008
-
22:35:26
|