Contributions from Bryant Downey, Years: 2001-2002
- Using voice recognition
- Blueprint for a proposed call center
- Measuring call center abandon rates
- Exploring U.S. call center industry standards
- Evaluating e-mail customer service
- CIC trends in pharma industry
- What is first call resolution?
- Low cost solutions for small call centers
- Hosted vs. premise based contact center solutions
- Call centers in underdeveloped countries
- Customer interaction centers in 2002
- IVR menu systems - Traditional vs. Automatic Speech Recognition
- Finding local call centers
- Call centers in health care industry
- Multi-channel customer support
- Developing a customer support department
- The role of the call center team leader
- On-hold messaging, IVR and centralized 800#s
- Balancing quality with quantity
- Call center reporting software