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October 2004 Volume 12, Number 8 By Nicole Davis Many companies are now demanding TTY capability in their call centers contracts. With over four million users worldwide, it is no wonder why.
By Wayne Scaggs Having an integrated TTY/TDD feature allows call centers to meet the ADA requirements and provide compliance services to clients.
From the Publisher: Beam Me Up Scotty
Interview with ATSI President Gary Tedrick
Gary Tedrick is president of ATSI; here's his take on the association and the industry. By Kathryn Jackson, Ph.D. Read this fictionalized account about eLearning through the eyes of the user. |
Answering the Call for Hurricane Charley By Carin Shulusky Read this compelling account about processing calls – in the eye of the storm!
Case Study: Workforce Optimization Increases Profitability 20 Percent By Drew Robb Alert Communications needed to correctly predict call volumes and agent schedules. Workforce optimization software solved the problem – and saved them money.
Community Involvement – Community Recognition: A Winning Combination By Donna West By becoming involved at your local school, you can give back to your community and realize increased visibility in the market. |
People Are Like Icebergs – Don't Be The Titanic! By Bernie O'Donnell The wrong call center agent can do more damage in an hour than a good one can offset in a week.
By Greg Levin With call center turnover rates high, keeping agents is imperative.
By Jodie Monger, Ph.D. Each dissatisfied client will tell over twenty people But effective service recovery can actually increase loyalty.
By Nancy Friedman, Telephone Doctor Is smiling on the phone that important? Yes, it is – and yes, you can. Whitepapers: Agent Level Feedback, presented by Customer Relationship Metrics. How to Manage a Contract in China, presented by Camille Schuster. Also: News · Classifieds· Advertiser list
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