|
November 2005 Volume 13, Number 9 By Alan Tucker Scripting incorporates Web page navigation and database computing to result in greater consistency and higher quality service. The use of powerful call-scripting software allows agents to lead callers through the call process. Plus, post-call information dissemination can be scripted, too. Call Control through Call Scripting By Peter DeHaan When the call flow can be programmed (scripted) for the agent, consistency is easier to achieve and maintain. Here is an overview of what leading call-scripting vendors have to offer. From the Publisher Customer Service is a Strategy, Not a Slogan What is Telephone Nurse Triage? By Sara Courson, BSN Telephone triage nurses do more than answer medical questions. They determine the severity of callers' complaints using established protocols and recommend medical follow-up or direct them to appropriate emergency services. |
"Learning by Association" Benefits Everyone By Larry Goldenberg Larry Goldenberg reviews ATSI's recent past and updates us on "Learning by Association," which resulted in the inaugural LBA Sharing Ideas Award at this year's ATSI convention. Teleservice Agency / Outsource Call Center Listing Whether they call themselves a teleservice agency, outsource call center, telemessaging company, or telephone answering service, they are in the business to provide phone answering and call processing services to other organizations and call centers. Start your search with this list!
Avoid Successful Lawsuits by Non-Performing Employees By Patricia Eyres An employee dismissed for poor performance can still win a discrimination or wrongful termination lawsuit. However, the proper communication of job standards can form the basis for a successful defense. |
Simplify Negotiations with Effective Communication By John Patrick Dolan Most people miss the connection between communication skills and the negotiation process. The result is lost sales and unfavorable deals. Use these rules for effective communication at the negotiating table and in all communications. By Nancy Friedman, Telephone Doctor Is your glass half full or half empty? Why do some people have a great attitude and others a negative one? Follow these seven keys for a positive mental attitude.
Whitepapers:
Call Center Employee Satisfaction and Customer Satisfaction Link, presented by Manpower
Data-Driven Management and Transformation, presented by Merced
presented by Almond Hill Enterprises
Also: News · Classifieds· Advertiser list
|
||
