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April 2006 Volume 14, Number 3 First Call Resolution - the Call Center Measure that Matters Most! By Mike Desmarais It is likely that your call center measures a myriad of performance stats: service levels, speed of answer, talk time, calls per CSR, abandon rates, occupancy rates, call monitoring scores, and so forth. What about first call resolution? According to a recent study, it is the metric that matters most. From the Publisher Designing Speech Applications: A Beginner's Guide By Laura Kennedy and Chris Lotspeich Is it time for your call center to use a speech application? Today's technology is increasingly accurate, but a bad implementation will leave your callers frustrated. The key factor to keep in mind is ease-of-use from the callers' perspective. By Nancy Friedman, Telephone Doctor Too often, call center agents sound like they're interrogating the caller. Building rapport is a better way, but learning how to do so is more art then science. It takes work and effort to develop this skill, but the results are with it. |
Outsourcing call centers go by various labels, such as Teleservice Agency, Outsource Contact Center, Telemessaging Company, or Telephone Answering Service. Whatever they call themselves, start your search here.
Interview with ATSI Convention Chair, Marcy Hewlett Learn the latest information about this year's convention directly from the Conference Chair. By Lori Jenkins In light of the upcoming ATSI convention, we asked ATSI President, Lori Jenkins, for a mid-year update on her Presidency. Here's what she had to share. |
Whitepapers:
Customer Experience Management Study, presented by Strativity
Peer into Your Customer's World, presented by ClickFox
More articles from MyArticleArchive:
Helping Employees Through a Merger or Acquisition by Dan Stockdale
Permission Marketing: A Response to Do-Not-Call by Roger W. Risley
Perfecting the Art of Problem Resolution by Lior Arussy
Tips for Overcoming Fear and Making the Sale by Sam Manfer
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