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April 2007 Volume 15, Number 3 Redefining the Role of Voice Logging By Patrick Botz Your recorded interactions are more valuable than ever before, thanks to the emergence of integrated workforce optimization technologies. Call Logging and Quality Management: Driving a Path to Customer Satisfaction By Tom Chamberlain The quality of agents' work is as important as the quantity of customers. Quality monitoring, through voice logging, can ensure consistently positive interactions. Voice Logging in the Call Center Once a luxury, now a necessity, voice loggers can aid in training, agent self-evaluation, quality control, and call verification and compliance. Here are the vendors that can get you started. From the Publisher ATSI Update: Federal Universal Service Fund By Ray Shaw Call Center Case Study: Scheduling to Meet Goals and Satisfy Agents By Trevor Readinger As call centers become larger, scheduling challenges increase disproportionately. Today's scheduling tools can help balance the dual needs of profitably providing quality service while meeting agent needs. |
Multi-Corporate-Culturalism: Map to Innovation By L. Claire Rudyk Aligning an outsourcer's culture with clients' values is necessary for success; doing so for each corporate culture represented in an outsourced contact center is a challenging, but feasible task. Happiness Starts with a Fulfilling Career By Steve Michaels To be happier and more successful, you need some focus. Here is a list of recommended goals to get you started.
Contact Center Automation: A Well-Oiled, Intelligent Machine for Customer Service By Iain McKay Call center automation for multiple channels with variable complexities must balance customer service with efficient automation. Supervisors: The Critical Link By Mark Selcow "Agents don't leave companies, they leave supervisors." So then, supervisor tasks, such as coaching and performance management, are key elements to agent retention – and to client satisfaction. Mind Your Business: Q and A with Steve Michaels |
Identity Theft: Who's Protecting Your Callers? By Cindy Graham How can call centers help ensure the security of the personal information they collect from callers? Proper policies, training, and implementation are your responsibility; your callers need to be able to trust you.
Whitepapers:
Performance Management Software Helps Optimize Contact Center, presented by Yankee Group
Putting the Human Element Back Into Customer Care, by Andre Angel, NTRglobal
Calling All Alternative Payment Options by Marwan Forzley, MODASolutions
From MyArticleArchive:
A Dozen Ways to Screw up Sales Meetings – and How to Fix Them
Calming "Customonsters" and Other High-Maintenance Clients
Seven Stress-Busting Strategies for Busy Workdays
Stop Ignoring Your Customer: Six Techniques to Building Customer Rapport
How to Make Tax Time Less Taxing
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