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Improving the customer experience: Call centers making an emotional connection
Call centers are seeking to improve the customer experience by identifying and measuring customer emotions. Call center agent training and carefully crafted customer surveys can improve the emotional connection with customers, but the business is sti... Article | 26 Apr 2007
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Unearthing call center benchmarks and best practices
For call center managers, it can be helpful to benchmark a center against the best in the world, as well as understand how and why those call centers excel. In this column, expert Lori Bocklund reveals the highlights of a call center benchmarking and... Column | 23 Apr 2007
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Hartford City Hall gets a makeover with new call center
Last year, hundreds of phone numbers made calling a city department in Hartford, Conn., a nightmare. Today, constituent calls are all routed to a 3-1-1 call center, thanks to call center software from Lagan. Article | 09 Mar 2007
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Is there a CRM lesson in JetBlue's snafu?
Usually a model for customer service, JetBlue got burned by a winter ice storm and discovered its limitations. Should all businesses be considering a customer bill of rights? Article | 21 Feb 2007
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Call center consolidation continues as Verint buys Witness
The combination of Verint and Witness could challenge Aspect for domination of the rapidly consolidating workforce optimization technology market. Article | 12 Feb 2007
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Witness brings surveying to the call center
With the acquisition of a customer intelligence company, Witness may be igniting a trend of bringing feedback management into the call center. Article | 04 Dec 2006
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Call center agents -- six simple steps to help motivation
Managers can keep agents motivated by starting off right with hiring, putting trust in agents and sharing budget concerns with call center workers. Article | 09 Nov 2006
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Call center leadership drives service for Canada's digital highway
The 407 Express Toll Route (ETR) highway in Canada woos drivers with its absence of toll booths and collectors. The company developed leaders in the call center to help improve customer service. Article | 02 Nov 2006
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Workforce management provides winning formula for Bell Canada
Bell Canada revamped its call center processes using a workforce management tool. Despite many changes, managers continue to use the tool to efficiently manage and schedule staff. Article | 01 Nov 2006
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Call center brings it together with WFO
A customer of both Blue Pumpkin and Witness before the merger, Asurion is reaping the rewards of workforce optimization, and it's not just about technology. Article | 31 Aug 2006