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May 2010 By Kelli Massaro Retaining agents in your call center is key to overall success and cost containment. To do so, managers must provide an environment that sustains, nurtures, and engages agents, both collectively and individually. This requires addressing both intrinsic factors and extrinsic factors. From the Publisher: Call Center Work Onshore or Offshore: What Makes Sense and What Doesn’t By Ahmed Refky While certain call center services can be offshored, some already offshore need to be brought back. True, offshore outsourcing can cut costs, but success hinges on achieving a balance between customer satisfaction, quality – and cost. Achieving PCI Compliance Begins with a Plan: Steps to Manage Your Sensitive Data By Ed Kawecki Payment Card Industry Data Security Standards (PCI DSS) set standards to protect customer credit card information. A four-step methodology can help your call center attain compliance and provide protection from unnecessary risk and liability. By Rosanne D’Ausilio, PhD Forty percent of all people stop doing business with a company after one poor customer service experience; this renders proper customer service training a necessity – not an option. |
Multilingual Teleservice Call Centers: Directory of bilingual and multilingual outsourcing call centers that provide call-processing services in multiple languages. By Tom Sheridan While on a recent humanitarian trip to Uganda, Africa, call center executive Tom Sheridan also had time to consider and observe cell phone and wireless Internet in a third-world economy.
Today’s Entrepreneurs Use Outsourcing as a Solution, Not Just as a Service By Randall McKee Today’s entrepreneurs care deeply about their customers; outsourcing call centers can help them offer that care in a more effective and consistent manner. Case Study: Contact Center IVR and Call Recording Improves Customer Service By Candy Mizer The United Kingdom’s South Gloucestershire Council had a confusing array of numbers for the public to call. The result was inconvenience and inefficiency. A one-number solution was sought – and technology made it possible. |
Mind Your Business: By Steve Michael When negotiating the sale price of a teleservice call center, translating twenty-eight-day billing cycles into monthly sales can pose a challenge. Check out TAS Trader for Telephone Answering Service news and information. Case Study: Micro-Targeted Delivery of Greetings and On Hold Messages, presented by AMS The Cellular Telephone Business Model a World Away in Uganda, Africa, by Tom Sheridan Why UC Implementations Fail and How to Avoid It, presented by Avaya. From MyArticleArchive: Stop Making Excuses for Your Sales Woes Outsourcing Your Marketing: Should You Hire Outside Marketing Help Now? How Sales People Want To Be Managed - And How They Should Be Managed Eight Drivers of Executive Decision-Making The Twelve Biggest Mistakes Salespeople Make in Their Presentations The Dos and Don’ts of Social Media Marketing
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