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April 2005 Volume 13, Number 3
By Peter DeHaan A hosted service is like renting software via the Internet. With hosted services, call centers managers and technical staff do not need to worry about updates, backups, maintenance, licensing, or buying hardware! Is a hosted service right for your call center?
By Carolyn West Price Here are seven low-cost, high impact ideas to consider in your next marketing plan.
By Carin Shulusky Whether you are squeezing in a quick side trip or tacking on a vacation after the ATSI convention, here are some ideas of what to do and see while in St. Louis. This isn't a tourist guide, but an insider view from the locals.
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From the Publisher: Perfection
By Jerry Weissman When you have to make the same points over and over, it's hard to maintain the same enthusiasm, spontaneity, and excitement as the first time. Learn how not to become bored, let your attention fade, and go on autopilot.
Motivate Your Agents without Breaking the Bank By James Long, PhD Keeping agent morale high is a constant struggle for call center managers. Since it can greatly impact profitability, morale can't be ignored. Read about six low-cost ways to motivate agents. |
By Jeff Blackey You may not care that VoIP converts voice calls into data packets that can be sent over the Internet. What you do need to know is that analysts believe VoIP will replace today's phone service and at a lower cost.
By Nancy Friedman Have you ever been treated rudely? Of course you have; but have you ever treated a caller rudely? Explore the rudeness matrix to learn more about rudeness and how to prevent it.
Whitepapers: Customer-Driven Coaching Yields a Higher ROI, presented by Customer Relationship Metrics Case Study: Expedia.com, presented by NetReflector Best Practices in Up-Selling and Cross-Selling, presented by BenchmarkPortal Also: News · Classifieds· Advertiser list
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