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September 2010 A Buyer's Guide to Phone-Append Services By Scott Rice The phone-append process is any procedure that adds a phone number to another type of contact data, typically a name and address. There are many types of phone-append processes and quality grades. Being a well-informed buyer can reduce your unreachable numbers, increase your contact ratio, and improve your conversion rate. From the Publisher Global Telecommunications Leader Outsources Web Chat By Jim Iyoob Having an Internet presence for customers to place orders is essential, but many companies find that customers leave prior to checkout. Fortunately, the customer experience can be greatly improved by offering online chat to answer questions, provide information, and resolve customer issues. A MultiMillion Dollar Trap: Recording Customer Service Calls By Perrie Weiner, Edward Totino, Joshua Briones, and Ana Tagvoryan Call monitoring and recording helps with agent training, quality assurance, and quality control. However, it can also expose the call center to a legal liability of hundreds of millions of dollars if it is not implemented according to local law. |
Why Are We So Afraid to Standardize Call Center Processes? By Glenn Pasch When there is no standardized structure for all trainers to follow, then each one will promote their own version of how to best process calls. This creates confusion and frustration later on when attempting to manage and supervise agents.
Is First Call Resolution the Top Agenda? By Gary Schwartz First Call Resolution (FCR) should be a top priority for call centers. In general, pursuing this increases customer satisfaction and decreases repeat calls, thereby saving time and money. However, what constitutes a "resolved" transaction for the call center may not be so for the customer. The Sliding Scale of Power Strategy By Steve Michaels In the initial stages of selling a business, the seller has all the power, but as the deal progresses power shifts to the buyer. Unscrupulous buyers use this to their advantage to gain more favorable terms than they originally offered; this is called the sliding scale of power strategy. |
Check out TAS Trader for Telephone Answering Service news and information.
The Call Center's Main Purpose is to Retain Customers, presented by Mike Desmarais of SQM Group
Dashboard Design for Real-Time Situation Awareness, presented by Inova Solutions
SIP-based Notification Systems, presented by Avaya
From ArticleWeekly:
Working With Your Spouse: Navigating the Family-Owned Business
Motivating With More Than Money
Why You Should Create a Business Plan
Should Social Media Replace Cold-Calling?
Train The Trainer, Before Training Others
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