Call Center Banner Stats

Technology Integration
197 results
of 18
Posted:

IVR is dead. Daniel Hong, Lead Analyst, Ovum, reveals that IVRs are at a crisis point. The latest Ovum consumer preferences survey ranks IVR as one of the least successful methods to resolve caller issues on the first attempt.  Callers are frustrated.  Menu options are confusing, and the IVR does not route callers to the customer... Full Content »
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Every Second Counts.  Use Real-Time Speech Analytics to Improve the Customer Experience and Reduce Costs in your Contact Center.

“Can you hold a minute while I look that up?” It’s a common refrain in many contact center conversations, and it means two things: it will take longer to answer the customer’s question,... Full Content »
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Outstanding service pays off—for your customers, for your company. But it must be consistent across all channels. As  recent Aberdeen Group benchmark study points out, Best-in-Class companies enhancing online and contact center experiences—in unison—are seeing compelling results:


>75% first contact resolution rates... Full Content »
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Online chat continues to develop as both a convenient customer service channel, and a cost effective sales delivery method. But even with its growing consumer preference, impressive ROI, and high CSAT, online chat is still regarded as an immature channel. However, as more consumers go to the web for support and online shopping, there remain... Full Content »
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Enabling IT to better support changing business processes and requirements

Organizations require the ability to adapt quickly to rapidly changing economic, technological and competitive landscapes, which means undergoing near-constant change to their business processes. And in today’s IT-enabled world, that usually involves making... Full Content »
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No one wants to be left in the dark when it comes to customer service. Too often, customer service agents are bombarded with questions like “Where’s my order?” or “Why is my power out and when is it coming back on?” Those calls can prove costly and time-consuming to call centers. There is an alternative –... Full Content »
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The information you need to better understand your customers is out there.  It's the conversation your customers are having right now on social networking and review sites, in the thousands of emails to your customer service reps and in customer feedback surveys. But sorting through the mass of it to extract the insight needed to take... Full Content »
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Companies count on their channel partnerships to maximize profits, add market share, expand into new markets, reduce sales costs and help customers achieve their full business potential.  However, driving business through channels effectively can be a challenge for any size organization.  Recruiting the best set of partners capable of... Full Content »
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Reducing Call Center Employee Frustration While Enhancing Productivity and Customer Satisfaction

 

Creating a powerful customer experience requires that your employees have all the necessary tools and support.  

Over 70 percent of what frustrates employees translates to frustration for your customers and a significant percentage... Full Content »
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Many organizations are under the impression that superior customer care can be achieved by focusing solely on improving voice self-service capabilities. But how do we take measures for customers that cannot be fully self-served? In many cases, the best solution lies in creating a seamless transition between IVRs and contact center agents.

The... Full Content »
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How much money is your company losing in “no fault found” product returns?

So often consumers purchase products only to realize they don’t know how to use them, leading quickly to a return. The result? Your profits are tied up in perfectly-working returned products sitting in a warehouse in open boxes.  

Your call... Full Content »
197 results
of 18
Posted: Tue, 04/13/2010
Interview with Sandra Levesque of Reservations for Delaware North Parks & Resorts

Sandra Levesque has a compelling story to tell--and it involves the seamless integration of technology and people. Afer her speech at the 5th Annual Call Center Summit, Levesque sat down with us to share her secrets on call center technology. Through her work in implementing a powerful customer relationship management system Levesque has cut cost Full Video »
Contributor: Blake Landau
Posted: Tue, 05/19/2009
PodcastImage
In this rapidly evolving and challenging economic climate, it's critical to obtain the best from your call center representatives. Dr. Brooks Mitchell, professor at the University of Wyoming, feels organizations can better capitalize on the direct link that exists between behavior modification and immediate, relevant rewards. This is done by Full Podcast »
Contributor: call center week
Posted: Tue, 08/03/2010
call center week

What is interesting about CSR is its recent rise in popularity amongst corporations who are embracing the concept even though it is by and large not compulsory. Whereas corporate governance practices are a requirement of publicly listed companies, there are no regulatory requirements legislating CSR.

Having said that, if corporations are not p Full Sector Report »