|
Generating sales for any organization can be a challenge. When it is to happen in a call center that has traditionally focused on service, the challenges can seem insurmountable. This does not have to be reality, however. Call centers can generate significant sales and profits, but it does not come easily or immediately. |
|
Friday, 10 August 2007 |
|
|
A newly released independent research report -- UK Contact Centres and Customer Service -- finds that although the contact centres surveyed rank improved customer service as their most important aim, half of them don’t even measure the number of calls it takes to resolve a customer query. Only half of contact centres measure customer satisfaction |
|
Friday, 10 August 2007 |
|
|
As today's contact centers make the transition from cost center to strategic asset, accurate and effective matching of customer interactions to agent skills and availability is a fundamental requirement. Routing allows companies to match any interaction with the appropriately skilled resource at the level of granularity that best suits business needs. |
|
Thursday, 09 August 2007 |
|
|
You have a lot riding on your contact center agents. They're your gateway to your world of serving existing customers and thousands of possible new ones. You've invested a lot in your agents, so it's a good idea to make the effort to ensure that they've got all the right tools and resources that they need to be performing at their best. |
|
Wednesday, 08 August 2007 |
|
|
In this modern business world of multiple channels it can be difficult to understand the customer's touch points. Customer journey mapping may be the solution. |
|
Wednesday, 01 August 2007 |
|
|
Retaining loyal customers is critical to growing your business. In fact, according to loyalty guru Fred Reichheld, a 5 percent increase in customer retention can translate to a 25 to 50 percent jump in profits. You earn loyal customers by paying attention to the things that matter most to them. |
|
Wednesday, 01 August 2007 |
|
|
Parts of Eastern Europe, Africa, and the Middle East are vying to become new offshoring hubs—and nudging aside established players |
|
Tuesday, 31 July 2007 |
|
|
Finding that the cost savings of offshoring are offset by losses in client retention and satisfaction, British companies are moving support operations back home It's no secret that there's something of a consumer backlash against offshore call centers. Some companies, including Dell and US Airways Group, have even pulled some of their call center work back to the U.S. after complaints from customers about everything from foreign accents to the quality of support. |
|
Wednesday, 25 July 2007 |
|
|
Businesses attribute a lot to their customers and often owe their success to customer loyalty. According to experts, customer care has grown to become an important business process and has stealthily found a place in boardroom discussions. As a result, overlooking customer expectations is now treated as a serious business risk. |
|
Tuesday, 24 July 2007 |
|
|
Investment and consolidation in the outsourced customer care industry is at its highest level ever, and is poised to continue its growth, according to a new report. Investor interest, as measured in mergers and acquisitions (M&A), reached record levels in dollar amount and number of transactions in 2006. The sector ended the year with $8.2 billion in total global M&A deal volume, including a record $7.4 billion domestically. |
|
Monday, 23 July 2007 |
|
|
<< Start < Previous 1 2 3 4 5 6 7 8 9 10 Next > End >> |
| Results 91 - 100 of 328 |
