
Posted: 3/9/2010
|
The global economic crisis of 2009 has been done to death. I mean wherever you look, you have articles, blogs, Web pages, TV shows and even the odd book or two—all warning, preaching, scaring us into numbed acceptance that the economy will never achieve its former health. Whether the economy will return to perfect health or not is a moot point. The important question today...
Full Article |
- Interview with Seasoned Call Center Industry Expert Frank Fuhrman
3/8/2010

- Creating a Career Path for the Seasonal Student 3/4/2010
- Liberty and the Pursuit of Insurance Industry Call Center Best Practices with David Smith
3/3/2010

- How To Develop a Call Center Strategy 3/2/2010
- How to Create “Walk-Through-Fire” Customer Loyalty Through Your Call Center 3/1/2010
- Hiring Gen Y-ers, Innovation and Bringing Call Center Jobs Home With Joe Jacoboni
2/26/2010

Posted: 3/4/2010
Cheeks in the seat. Bums in the chair. A warm body. A pulse with a brain. These are just a few of the descriptions I have heard to express the selection criteria for a call center representative. With Summer on its way we need to start thinking about how to be smarter about our seasonal... Full Article |
Posted: 2/16/2010
On opening night, for any performance, “energy is required” says sales and management consultant Duane Cashin. In this compelling webcast, Cashin guides us through results-proven strategies for improving the performance of call center and sales teams. In the words of Cashin,... Full Article |
Posted: 3/8/2010
Frank Furhman is a happy guy—perhaps that’s because he loves his industry. Fuhrman has spent years with American Customer Care and is now a consultant with Pronto Connections. A staple at every big call center industry event, Furhman sits down with Blake Landau at the 5th... Full Article |
Algorithm-based First Contact Resolution is the market proven and affordable “Silver Bullet” the industry has been waiting for. A Report From Contact Centre Research While improving your First Contact Resolution (FCR) rate can reduce costs and increase customer satisfaction, many contact centers struggle to accurately measure and operationalize this important metric. That is about to... Full Article |
Posted: 2/23/2010
Let me begin this column by stipulating that I am 66 years old and am fully aware that I have failed to grasp the true significance of much of today’s call center technology, including call center self-service customer service systems. |
- E-Retailing
March 9-10, 2010,
WatersEdge, Sydney, NSW - Customer Experience Summit
March 22-24, 2010,
Trump International Beach Resort, Miami, FL - LSS & Process Improvement for Customer Experience
March 22-24, 2010,
Trump International Beach Resort, Florida
|
|
My call centre handles 400 to 500 calls a day. I have 4 agents dealing with this work load. What should be the avarage number of calls handled by an agent per... |
Posted by: Phumlani | Answer this question
|
|
I am very interested in the Webinar "Optimize Your Outsourcer Relationship – Using Speech Analytics to Manage the Customer Experience You Entrust to Others"... |
Posted by: rhadcock | Answer this question
Posted by: Amy.Terenzi@iqpc.com | Answer this question
Posted by: espresso9000 | Answer this question
Posted by: bslome | Answer this question
|
|
The TV industry has more than 8 weeks of inventory stockpiled—what is going to happen to all of this technology that is overstocked (semi-conductor chips included)? |
Posted By: AubreyBranding | Answer this question
|
|
What is the future of IVR and voice recognition technology? |
Posted By: BenAdams | Answer this question




























