Music on Hold:

Content Related to Music on Hold



• 	Making VOC Actionable With Shannon O'Connor of Verint Technology Shannon O'Connor is passionate about the customer service industry. As Regional Vice President for Verint, O’Connor has seen contact centers of all shapes and sizes but knows the common business challenge—excellent customer service across customer channels. In this podcast interview
  Contributor:   Blake Landau Tags: contact center | call center | technology 05/26/2010  12:00:00 AM EDT

• Growing Through a Recovering Economy…Are Traditional Call Center Metrics Enough? “Hello, my name is Jane. How may I help you today? Yes, Mrs. Smith, how are you today? I am happy to help you with your order!... Thank you for your order, Mrs. Smith. I’d like to go over the details with you again to make sure I have everything correct.  Now, Mrs. Smith, may I verify the delivery address?... Thank you, Mrs. Smith, and have a nice day!” As ....Read more

  Contributor:  Vivian Blade Tags: call center | customer loyalty | metrics 09/14/2009  12:00:00 AM EDT

• Three Ways to Bring the Call Waiting Times Under Control One of the more obvious changes that has occurred in the call center in the last 10 to 20 years is that the call center has taken on an operational role that is far different than before. In the past the call center for high technology companies was primarily used as a backup to technical support operation for service technicians in the field and on customer sites. As products have become more and m....Read more

  Contributor:  William Bleuel, PhD Tags: call center | queuing theory | hold time 12/21/2009  12:00:00 AM EST

• A Non-Mathematical Approach To Basic Forecasting The non linearity of queuing is known, from this knowledge the first leap of faith is to believe that improvement in queuing performance at the call center can have a positive impact on customer satisfaction.  While this does not seem like a very big leap, there is little experimental evidence to prove that it is true. There is a great deal of statistical evidence that will show that improvements in....Read more

  Contributor:  William Bleuel, PhD Tags: queuing | call center | forecasting 04/26/2010  12:00:00 AM EDT

• Is MySpace Ready to Make a Comeback? Should CRM Professionals Care? MySpace, which effectively defined social media in the middle of the last decade, is now barely a blip on the radar of most social CRM professionals. True, it still does millions of hits, with its monthly traffic falling into the web’s top 100 on most charts.  It still has an extensive user base and leads list, and it still brings unique features and elements to the table.  But if....Read more

  Contributor:  Brian Cantor Tags: myspace | social crm | social media 08/23/2011  12:00:00 AM EDT

A glossary of keywords, acronyms and general terminology used in day-to-day professional work, Customer Management. If you would like to add to, edit or comment on this page, please drop us a line at info@customermanagementiq.com