2014
Call back rather than wait on hold? I have some outdoor equipment that I use at home and occasionally that equipment can break.  Last week something broke on a piece of hardware that I needed replaced. I knew immediately that this was not going to be available at any local store.  So I pulled out the manual and search for a web address, nothing.  I searched for a telephone number, nothing. 
2014
The purpose of best practices is for managers to be able to improve the call center productivity and efficiencies. Call center improvements begin with the agents. By following best practices for each application the call center improvements will happen. The best practices will help you run an effective inbound, outbound or blended call center. This is an enewsletter copy of the Best Practi
2014
The purpose of Call Center Best Practices is for managers to be able to improve the call center productivity and efficiencies. Productivity and efficiency improvements begin with the agents. By following best practices for each application the call center improvements will happen. The best practices will help you run an effective inbound, outbound or blended call center. There are many challeng
2014
In the call center we often think about how we can improve customer satisfaction without increasing our overall costs and keep our costs to a minimum. This challenge is something that all contact centers face on an on-going basis. If your call center satisfies the customers regularly your reputation and business will improve. However, it only takes a few unhappy customers to affect the business
2014
I did not get any messages. No one sent me any emails. I did not hear any audio alerts. Nothing ever pops-up on my screen. Numbers never change color on my screen.  Are these the replies you are getting from your agents? If so before you contact your IT department or software provider double check things with your agents. Call centers around the world are having this same “problem”.  The
2014
Today I had a conference call with an existing customer of ours that wanted to go over the latest version of our software.  They told me they were looking at another desktop reporting provide because our software did not work.  The results of our software not working is calls in queue, very long wait times, high abandoned rates, low service level rating and very low customer satisfaction numbers