Case studies of call center best practices
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 Call center management strategy Overview of call center software Managing call center agents Utilizing call center metrics Call center outsourcing decisions Case studies of call center best practices More CRM learning tools |
| Case studies of call center best practices |
In this section, read best practices for call centers and learn how some of the best call centers are finding succes
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s with improved technology and processes. Read about call centers in many different industries and discover call center best practices to take back to your own organization. Once you've gathered some ideas, move on to the next section of the Call Center Manager Learning Guide for more CRM learning tools.
Call center success stories
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.
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.
A customer of both Blue Pumpkin and Witness before the merger, Asurion is reaping the rewards of workforce optimization (WFO), and it's not just about technology.
Virgin Mobile Canada's approach to call center management puts the emphasis on agent individuality and chooses customer rapport over rules and metrics.
Executives at My Computer Works turned to FootPrints to ease their growing pains. They say they have continued to get the support they need after UniPress was acquired by Numara.
The backlash against interactive voice response (IVR) and automated phone systems in the call center has been fierce, and one company has decided to do away with it altogether.
The state of Washington went through an intense process when selecting a hosted contact center vendor for its emergency response system.
EarthLink has embarked on an ambitious program to empower every employee in the company to help serve the customer.
The Northeastern Pennsylvania unit has managed to deflect routine customer calls to automated responses and free agents up for more complicated questions. The technology is also improving agent performance and call analysis.
Allegiant Air was brave enough to flip the switch on a new hosted contact center just as the holiday season begins.
Combining the contact center and marketing departments has helped HCI Direct improve retention and upsell with its Silkies line.
Combining the contact center and marketing departments has helped HCI Direct improve retention and upsell with its Silkies line.
Skills and business rules routing has helped Detroit Medical's contact center improve efficiency while handling multiple channels.
For more call center case studies, browse the call center and customer service topic section on SearchCRM.com, updated regularly with industry coverage.
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