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Enterprise Analytics for Contact Centers

May 20, 2011 By Gail Leave a Comment

There are a myriad of mathematical technologies available to forecasting analysts; however, the most important item to consider is that the data stream being forecasted matches well with the mathematical methodology chosen.

Filed Under: Call Center Resources Tagged With: Call Center, call center reporting, contact center, contact center business, contact center executives, Contact Centers, enterprise analytics, enterprise analytics for contact centers, enterprise analytics process, mathematical modeling technologies

Teambuilding Activities for Call Centers

May 2, 2011 By Gail Leave a Comment

As much as we love our jobs, there are some days when we just don’t feel that “drive” for work as we usually do.

Filed Under: Call Center, Employee Motivation Tagged With: Call Center, Call Center Teambuilding, Call centers, center teambuilding, contact center, quality contact services, team members, teambuilding, teambuilding activities, teambuilding activities for call centers

The Blended Call Center: Risky Or Revolutionary?

April 6, 2011 By Gail Leave a Comment

Advances in call center software have given rise to an exciting new idea for companies: blended phone centers.

Filed Under: Call Center, Call Center Outsourcing Tagged With: agents and managers, Blended Call Center, Call Center, Call Center Software, center software, contact center, Contact Centers, customer service aspect, providing customer service, the blended call center risky or revolutionary

The Growing Industry of Hosted Contact Center Solutions

October 31, 2010 By Gail Leave a Comment

As one of the fastest growing cloud-based industries in the world, contact centers are more widely turning to software-as-a-service (SaaS) as the solution to not only meet financial needs, but also customer service demands.

Filed Under: Best Practices, Call Center Tagged With: Best Practices, Call Center, call center solutions, center solutions, contact center, contact center software, contact center solutions, customer service expectations, maintain customer service, the growing industry of hosted contact center solutions

VoIP Technology Shows Significant Promise For Call Center Operations

October 31, 2010 By Gail Leave a Comment

Before plunging into VoIP head first, it’s important that businesses understand just what they are “talking” about when they begin looking at VoIP technology for their call center operations.

Filed Under: Call Center, I.T. Outsourcing Tagged With: business voip solution, Call Center, Call center operations, Call Center Outsourcing, center operations, contact center, intelligent call routing, network routing architectures, VoIP Technology, voip technology shows significant promise for call center operations

Foreign Outsourcing and Customer Service – It Is Possible

October 24, 2010 By Gail Leave a Comment

As you look to outsource your contact center services to a foreign country, conduct random call and style monitoring before you decide on a vendor.As you look to outsource your contact center services to a foreign country, conduct random call and style monitoring before you decide on a vendor.

Filed Under: Call Center Outsourcing, Customer Care Tagged With: call center customer care, contact center, contact center agents, customer service, foreign outsourcing, foreign outsourcing and customer service 8211 it is possible, good customer service, high-quality customer service, Outsourcing, quality customer service

First Call Resolution – The Most Important Metric

August 13, 2010 By Gail Leave a Comment

First Call Resolution (FCR) is the most important metric in a call center. As a consequence of improving FCR, your call center will improve

Filed Under: Call Center, Call Center Metrics Tagged With: average customer satisfaction, Call Center Metrics, contact center, contact resolution rate, customer satisfaction, first call, First Call Resolution, first call resolution 8211 the most important metric, large contact centers, One Call Resolution

Outsource Call Center Meets End-to-End Customer Services

August 7, 2010 By Gail Leave a Comment

There are many specific services taken-up through outsource call center. These include Technical helpdesk services, collection services, telephonic interviewing along with computer aid, live chat support, email support services, etc.

Filed Under: Call Center Tagged With: Call Center, call center services, collection call center, contact center, end-to-end customer services, Outbound Call Center, outbound call center services, outsource call center, outsource call center meets endtoend customer services, post-sales technical support

Best Practices in Lead Generation and Lead Management

July 21, 2010 By Gail Leave a Comment

The question is, ‘Will they buy it from you?’ Thus, the key to your organization’s success is not necessarily doing the most lead generation activities. It’s finding that person who wants your solution. But what’s the best way to find the prospects who are ready to make a purchase?

Filed Under: Call Center, Outbound Call Center Tagged With: best practices, best practices in lead generation and lead management, Call Center, contact center, lead, Lead Generation, lead management, lead nurturing software, most sales people, new business sales

Telephone, Email or Chat – Which Customer Service Support?

July 20, 2010 By Gail Leave a Comment

How your business manages inquiries depend on what type of channel customers are most comfortable with. Study reveals they prefer multiple channels but ultimately make final purchases through a contact center representative.

Filed Under: Call Center Tagged With: Call Center, contact center, contact center support, customer contact services, customer service, customer service support, customer support, inexpensive customer support, solutions outsourcing inc, telephone email or chat 8211 which customer service support