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December 2005 Volume 13, Number 10
Buyers Guide (updated
The 2006 Buyer's Guide is now available. The alphabetical listing of vendors is provided.
We also have a product/service grid (PDF file) to allow users to quickly identify companies with comparable offerings.
By Maurice A. Ramirez When disaster strikes, having a PLAN makes all the difference between optimal survival and panicked reaction. Create your PLAN today.
Real-Time, Actionable Intelligence By Villette T. Nolon What do your callers think about your call center's service? How can you find out? Online surveys and Web analytics can keep your finger on the pulse of the customer – in real time. |
From the Publisher:
By Ray Pelletier How much more successful would a call center be if agents were as enthusiastic as the football fans we see on TV and at the stadium? Just as enthusiasm and momentum can push the team forward, it can do the same for the call center.
Case Study: Electric Insurance Company Electric Insurance Company wanted to create "digital dashboards," showing call center performance data; Six Sigma calculations and process metrics for its three call centers was essential. Here's what they did. |
By Nancy Friedman, Telephone Doctor It's challenging to keep callers happy, especially with the pressures of today's economic situation, but doing so is the key to overall business success. Here's the phone doctor's counsel.
Whitepapers:
Proving your Contact Center's Value, presented by Customer Relationship Metrics
presented by Strativity Group
Communications without Commissions, presented by Competitive Enterprise Institute
Also: News · Classifieds· Advertiser list
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