Primary Rate Interface:

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• 	How CRM Software Co. Sword Ciboodle is Keeping Up with the Joneses Ian Henderson, Operations Director of CRM software company Sword Ciboodle discusses how they stay ahead of the game and what they're planning to implement in the future. Henderson discusses what kind of metrics they use to determine the success of their products and efficiency,  as well as
  Contributor:   Gina Scanlon Tags: Sword Ciboodle | Sony Europe | language capabilities 11/04/2010  12:00:00 AM EDT

• 	The Middle Path: Making IVR Self-Service Work for Your Customers and Your Business Do your customers complain about your interactive voice response (IVR) systems? Is your IVR application a help or a hindrance to your call center? This webcast presents a common sense approach in language on how to create an effective interactive voice response system that call center managers will
  Tags: interactive voice response | ivr | self-service

• Great Expectations: Self Service Automation and IVR Every call center manager knows that there are dozens of ways to measure various aspects of call center performance, including call center metrics for analyzing IVR self-service automation. Call resolution, call containment and average handle time are but a few of the call center measures of IVR performance, and for speech-enabled IVRs we can add recognition statistics, in-grammar and out-of-grammar rate....Read more

  Contributor:  Susan Hura Tags: call center | call center technology | ivr 09/06/2010  12:00:00 AM EDT

• Psych! Don't Send Callers to the Web Site We all have our pet peeves with automated telephone systems: ads for stuff we don’t want, long legal disclaimers or having to repeat information once transferred to a live call center representative. I hate them all, but my number one complaint is navigating through an interactive voice response (IVR) system only to be told, "Sorry, if you want to do this you’ll have to visit our Web sit....Read more

  Contributor:  Susan Hura Tags: call center | ivr | call center technology 11/13/2009  12:00:00 AM EST

• Queuing Assumptions for Call Centers There are some pretty strong assumptions that are made when the queuing formulas are used that should be clearly understood. This came to me as I was reading an article from the Wharton Financial Institutions Center about retail banking call centers. (The Wharton Financial Institutions Center is affiliated with the Wharton Business School of the University of Pennsylvania). Even though retail banking pho....Read more

  Contributor:  William Bleuel, PhD Tags: call center | statistics | forecasting 02/10/2010  12:00:00 AM EST

• Three Proven Practices for Tackling Turnover If I were to list everything that contact center professionals can do to motivate and retain frontline agents, by the time I finished, your staff would have long since been replaced by avatars and social media bots, so what would be the point?  So, in the interest of time and space, in this article I will focus on three of the most impactful practices I have seen contact centers employ to genera....Read more

  Contributor:  Gregory Levin Tags: contact centers | turnover rate | Greg Levin 09/07/2010  12:00:00 AM EDT

• 9 Tips for Succeeding at Customer Retention The current economic climateis causing customers to be more selective. As a result, many companies are losing customers at a rapid rate. However, most businesses can only guess at the reasons customer leave, mainly because they don’t gather that information or develop a formal strategy to retain customers until after they leave. 1. Find out what customers want and what causes them to stay or le....Read more

  Contributor:  Chris Cottle Tags: customer retention | TARP | customer feedback 09/22/2010  12:00:00 AM EDT

• Response to 'Gen Y Doesn't Want to Work in Your Call Center' In response to Gen Y Doesn't Want to Work in Your Call Center: This is an example of how ‘bad data’ can lead to bad conclusions, and even become a dangerous incitement towards age discrimination in employment, which violates labor law in the US, Canada and the UK. From just 401 respondents drawn at random from an online panel of individuals in the UK, I’d caution against d....Read more

  Contributor:  David Filwood Tags: customer experience | customer service | call centers 10/11/2010  12:00:00 AM EDT

• Call Center Management Best Practices Over the past few years call center managers have seen the goalposts move significantly with regard to what is considered to be best practice. Perhaps one of the best definitions of what best practice within a call center now entails was offered by the Professional Planning Forum when it announced its shortlist for Contact Center Innovation Awards. "Customer contact is no longer just about a....Read more

  Contributor:  Customer Management IQ Tags: key performance indicators | first call resolution | customer satisfaction 02/04/2011  12:00:00 AM EST

• 	Fresh Marketing: An Interview with FreshDirect's CMO Steve Druckman FreshDirect has won over its customers with a user-friendly Web site, great products and a continued commitment to its customers. Recently ranked as a top choice in the Internet Retailer Top 500 Guide, this NY-based company has spent the last few years keeping its customer relationships fresh as well as
  Contributor:   Blake Landau Tags: customer loyalty | marketing | analytics 02/25/2009  12:00:00 AM EST

• 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

• 	Are You a Good Call Center Leader? It's Time for a Credit Check Call center leaders cannot escape complaints about the staffing crunch.  They hear that the current generation doesn’t want to work in their call centers .  They see high rates of turnover and see that agents are not developing a long-term engagement with the company and its products,
  Contributor:   Tags: people management | call center | credit rating 09/30/2011  12:00:00 AM EDT

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