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Jan/Feb 2005 Volume 13, Number 1 IVR Loops – Are Callers Getting Stuck? By Maggie Klenke VR can make calls easier and faster. Here are ten tips for better IVR script design.
By Wayne Scaggs Call center information that is the lifeblood of business - and our future!
Keeping Your Cool When Callers Gets Hot By Lydia Ramsey Diffusing anger and handling difficult issues require special skills and practice.
By Dr. Jodie Monger It's not a good idea to force callers through a single communication channel. The same applies to your measurement strategy. |
From the Publisher: I Predict By Peter DeHaan
Four Obstacles to Closing a Sale By Brian Tracy Successful salespeople hone their skills to overcome prospects' buying obstacles.
Safe Haven: A Disaster-Planning Case Study By Gina R George Thorough disaster planning can keep you running during a crisis.
Are You Compliant with the Telephone Sales Rule By Joan Mullen Review your operational compliance to the TSR; several components affect you. |
Limiting Legal Exposure for Workplace Harassment By Patricia S. Eyres Jury awards workplace to harassment are high; a prevention strategy is critical.
By Nancy Friedman Customer service should be common sense. Take the Telephone Doctor's quiz to see how common your sense is!
Whitepapers: Managing the Productivity and Costs of the Employee Job Life Cycle, presented Greg Borton.
How to Prepare for Any Negotiation Session, by John Patrick Dolan.
We Cannot Wait to Measure the Customer Experience, presented by , Customer Relationship Metrics.
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