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Jan/Feb 2006 Volume 14, Number 1 Scan Connections Magazine's headlines to see what you might have missed. The complete coverage of 2005's news is available at our Website. The Power of Speech Recognition By Wayne Scaggs Speech Recognition technology has advanced tremendously in recent years, plus it is now affordable. Studies indicate that 80% of callers prefer calling companies with well-implemented speech recognition systems. Do you have it in your call center? By Steve Rutledge and Allen Bonde Driven by efforts to reduce costs, self-service has become a buzzword. However, looking at the future of self-service, it's the phone rather than the PC that will be most prevalent! New Metrics for the Contact Center By Dr. Jodie Monger Management by the numbers is a good tool, but it's not absolute. Some managers, knowing that what gets measured gets done, are using caller feedback to complement traditional metrics. |
From the Publisher: By Rosanne D'Ausilio, Ph.D. Multitasking may seem like the solution to an increased workload, greater expectations, and shorter time frames. However, multitasking can actually make you less efficient, increase stress, diminish control, and cause physical discomfort.
By Howard Lee Call center operations have focused on such things as training, call throughput, and efficiency, but it's more than answering calls quickly. Savvy managers are looking anew at customer satisfaction.
Read more articles at www.MyArticleArchive.com |
Connections Magazine Article Index for 2005 ASTAA 2005 Manager/Supervisor Conference Reported by Nell Norris Read and see what you might have missed at this year's conference. Don't Sabotage Your Call Center By Nancy Friedman, Telephone Doctor There are many ways that agents can sabotage your call center. They may have even been trained that way!
Whitepapers:
IP Predictions for 2006, by Jeff Pulver
The Guide to Headset Management, presented by Nomadtrack
Seven Critical Design Elements of Effective Contact Centers, presented by Interior Concepts
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