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Working Smarter Not Harder for Process Excellence in the Call Center
Unique obstacles befall the small call center and requires a unique approach. The small call center, one that employs less than 50 call center representatives, faces a different challenge. In addition the micro call center, one that employs less than 15 call center representatives, also has specific needs. Like many credit unions are often left to try and apply the large call center prin....more |
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Author: Darryl Flores Tags: call center | call center representative | call center management |
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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....more |
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Author: Susan Hura Tags: call center | call center technology | ivr |
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Hire Better with Science: Assess Call Center Candidates’ Skills to Predict Job Success
Quality of Hire MattersHiring decisions matter now more than ever. When companies are trying to do more with less, successful customer management with fixed or fewer resources will be a key determinant of survival and profitability. Because agent performance directly impacts top and bottom line revenue, quality of hire for these key customer-facing roles becomes even more important. But, while quality matte....more |
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Author: Ken Lahti, Ph.D. Tags: call center management | call center talent acquisition | call center hiring |
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What Do Gwen Stefani, Roger Federer and Jennifer Lopez Have That Every Call Center Manager Needs?
So, you’ve been told that your role as a supervisor is primarily that of coach. You “buy in” to all the theory and research that tells us that customer experience, employee engagement and company revenues all increase when call center representatives receive a significant amount of helpful feedback. You’ve even read that best-in-class level of call center coaching should represent....more |
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Author: Mary Murcott Tags: call center | call center manager | call center coach |
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A Marriage of Convenience: Marketing and Customer Care Team Up at Overstock.comMarketing and customer care don’t talk to each other! This is the rallying cry of so many of you in both marketing and the call center. But one company—Overstock.com--has done the impossible. With the help of Stormy Simon, Senior Vice President of Marketing and Customer Care, the online retailer |
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overstock.com
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call center
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What Happens in Vegas (Doesn't) Stay in Vegas: Rob Cate, Director of the World Famous Vegas.com Call Center
Rob Cate is proud to serve the customers visiting Sin City. Cate has put his blood, sweat and tears into creating his version of a successful call center culture. And it’s working. Cate has increased Vegas.com’s revenue by 347 percent with 0 percent call center turnover. We aren’t |
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Author: Blake Landau Tags: call center | call center culture | call center management |
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The Business Case for IVRs and Automated Speech Recognition
Over the last five years, leveraging self-service to drive down costs and improve customer satisfaction has garnered a lot of attention from chief executives looking to optimize call center organizations. Providing quality customer service to quickly become both a competitive and comparative differentiator in the marketplace in which core product offerings are being commoditized is more important than ever ....more |
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Author: Art Hall Tags: interactive voice response | ivr | automated speech recognition |
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