Email Alerts
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Poor customer service, not price, driving most customer churn, study says
As the global economy plunges into a recession, organizations may be better served by focusing on customer service rather than pricing, a study from Accenture suggests. Article | 11 Dec 2008
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Call center 'soft skill' training pays off for Motorola
Putting engineers through customer service training has paid off in higher customer satisfaction and faster call handle times for one Motorola division. Article | 20 Nov 2008
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Effective eLearning training in the call center: Eight tips for success
Too often, organizations see eLearning as a "quick fix" or a replacement for coaching, which it is not. In her latest column, Donna Fluss discusses common pitfalls and outlines eight tips to designing a successful eLearning program in the call center... Column | 04 Aug 2008
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Successful workforce management initiative depends on educating contact center agents
Switching from a manual system to workforce management software at one call center left agents worried about their jobs. Communicating changes is a vital step. Article | 29 May 2008
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Top 10 call center technology must-haves
There's a plethora of sophisticated call center technology available to operate a call center. The challenge is to select the right technology, implement it properly, and then optimize performance on a day-to-day basis, says Donna Fluss. In her lates... Column | 18 Feb 2008
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Call center centralization vs. decentralization analytic framework
Call center centralization can be cost-effective for centers of a certain size. In her latest column, Donna Fluss outlines a framework for call center managers who are considering call center consolidation. Column | 08 Oct 2007
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Selecting the right call center technology
The process of choosing the right call center technology is much more than a simple matter of comparing functionality, according to a speaker at last week's ACCE event in San Diego. Article | 21 Sep 2007
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Call center relies on local talent, Web 2.0 technologies
Internal chat, a wiki, and locating its call center in rural New York have helped Partsearch maintain a focus on customer service. Article | 13 Sep 2007
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AAA sees savings, service improvement with call recording
The AAA of Washington and northern Idaho has reduced hold time, doubled agent evaluations and sped up claims processing by recording customer interactions. Article | 19 Jun 2007
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Managing remote call center agents: 14 best practices
Many organizations are embracing the concept of remote call center agents, but the most significant concern is how to manage these agents without personal contact from the call center supervisor. In her latest column, Donna Fluss outlines best practi... Column | 07 May 2007