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May 2007 Volume 15, Number 4 By Dan Cropp Many people dislike automated phone systems. Some complain about the menus, others about trying to use handset keypads. Then there are options that don't match needs or being blocked from reaching a person. Speech recognition is, at last, poised to fix these issues. Speech Recognition and Natural Dialogue with Virtual Agents By James Hammerton However, recent advances in speech recognition support more natural forms of dialogue, enabling callers to conduct business more effectively. From the Publisher Putting the ATSI Marketing Toolkit to Work By John Robinson Mind Your Business: The Percent of Revenues Method Searching for the "Perfect" CRM By Ike Mitchell and Jeffrey Howard Customer Relationship Management (CRM) is a process, not a technology; to be effective, CRM tools involve ongoing attention. Finding the "perfect" solution requires strategic selection and implementation. |
Turning Business Challenges into Opportunities By James Dawson Create a problem-solving culture in your call center to transform challenges into opportunities. Case Study: Star Contact Implements VoIP By Joanne Lowy Multilocation companies often need a local presence. VoIP can create a virtual presence, feeding a centralized center.
What Makes a Good
Call Center There are four key competencies that determine who might make a good call center agent. Are you applying these in your screening process? Canadian Outsource Call Centers and Teleservice Agency Listing Looking for a Canadian-based call center? Then look no further! Agent Cross Training May Not Be the Answer By Katie Lemaire Conventional wisdom suggests that customer service reps should also be trained on sales techniques, but the skills used for customer service are not the same as those needed for sales. Trying to make "super agents" can create more problems than it solves. |
Voice Processing System Providers
Whitepapers:
Voice Biometrics: Natural and Cost-Effective Method of Authentication,
Toll-Free Numbers In Radio Advertising, presented by 800response ROI: Measuring the Bottom Line on Your Soft Skills Training Investment, by Service Strategies 2006 Customer Experience Management Study, presented Strativity Group, Inc. From MyArticleArchive: Panic Attacks in the Workplace: Recognizing the Signs Harness the Power of Your Company's Most Important Asset: The Receptionist The Golden Prospect: Identify Prospects That Will Buy Sooner Than Others The Art of Persuasion: Get the Edge You Need to Reach Your Goals CSI: The Employee Retention Mystery News · Classifieds · Vendor list · Home
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