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X-Raying Your Customer Touch Points: Is Your Call Center In Concert With Customer Demand?
Author: Anupam Jalote
Posted: 3/9/2010

X-Raying Your Customer Touch Points: Is Your Call Center In Concert With Customer Demand? - Anupam Jalote

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

Events related to this topic:
Seminar: How to Make Better Call Volume Forecasts
Webinar: Delivering Five-Star Multi-Channel Service: A Guide to Best-in-Class Strategies, Technologies and Results
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Articles
Creating a Career Path for the Seasonal Student
Author: Jo'Ann Alderson
Posted: 3/4/2010

Creating a Career Path for the Seasonal Student - Jo'Ann Alderson

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

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Videos
Motivating Call Center Representatives with Game Changer Duane Cashin
Author: Duane Cashin
Posted: 2/16/2010

Motivating Call Center Representatives with Game Changer Duane Cashin

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

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Podcasts
Interview with Seasoned Call Center Industry Expert Frank Fuhrman
Author: Blake Landau
Posted: 3/8/2010

Interview with Seasoned Call Center Industry Expert Frank Fuhrman

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

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Whitepapers
Stop Looking! The FCR Silver Bullet Is Already Here
Posted: 3/2/2010

Stop Looking! The FCR Silver Bullet Is Already Here

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

Columns
When IVR Turns Into the Blind Canyon With No Way Out
Author: Brooks Mitchell, PhD
Posted: 2/23/2010

When IVR Turns Into the Blind Canyon With No Way Out - Brooks Mitchell, PhD

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. Full Article

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what is a plus customer service consist of?

Posted by:  dragonlady_32005 | Answer this question

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...

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I am very interested in the Webinar "Optimize Your Outsourcer Relationship – Using Speech Analytics to Manage the Customer Experience You Entrust to Others"...

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Do you think Average Handle Time (AHT) is outdated or is it still a relevant metric?

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Why is AHT crucial for capacity planners, forecasting & scheduling?

Posted by:  espresso9000 | Answer this question

Intuitively we know that if customer satisfaction increases, revenues and profits increase.

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)?

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What is the future of IVR and voice recognition technology?

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Longtime President of News Corp.

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Blake Landau

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About Customer Management IQ

Customer Management IQ is an online community for finding Customer Management and Call Center information, discussing ideas about CRM and Call Center Management and sharing marketing best practices. Join today and interact with a vibrant network of Customer Management and Call Center professionals. Keep up-to-date with the Customer Management and Call Center industries by accessing our wealth of articles, videos, online seminars, live conferences and more.

Customer Management IQ is subsidiary of IQPC, one of the world's largest, fastest-growing conference/tradeshow organizations. With IQPC, we provide Customer Management and Call Center Conferences, call center training courses and expositions for Customer Management Executives to network and learn the latest Customer Service Management developments and trends occurring in organizations today. We create an interactive experience for Customer Management Professionals featuring practical, objective and up-to-date Customer Service information and insight from leading Customer Management practitioners.