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September 2007 Volume 15, Number 7 Agent Automation: Optimizing a Call Center's Most Important Resource By John Hird Automating certain aspects of call processing and streamlining agent workflow can result in increased productivity, efficiency, caller satisfaction, and revenue. Automation, done right, makes the agents' jobs easier and the clients happier. Call Scripting Software: The Key to Agent Automation Scripting software is the key to automating agent effort. Check out these providers of call scripting software. From the Publisher: Take Your Call Center to the Next Level Mind Your Business Q & A with Steve Michaels Should Inbound Contact Centers Be Worried? By Zachary Rice Once thought to be a safe haven from onerous legal oversight, legislators are increasingly turning their attention to inbound calls. These bills first surfaced last year, with 2007 seeing an increase in the number of bills and in the number of states. It's time to take notice. Best Practices in Verification By Jim Beuoy The cost of pursuing bad leads adds up. But by implementing verification best practices in your call center, bad leads can be greatly reduced or even eliminated. |
The Metric That Matters: Understanding Cost per Sale vs. Cost per Hour By Arthur W. Conway Too many people see teleservices as a commodity. When a service is viewed that way, the only conclusion is to obtain it for the lowest price. Unfortunately, in doing so the tendency is to focus on the wrong metric, instead of what really matters. The Evolution of the Call Center By Eyal Rudnik Nearly everyone has a call center horror story. Often the improper use of technology is the culprit. However, the proper use of the right technology can correspondingly be the solution.
Soft Selling Yields Hard Profits in Contact Centers By Diane Bernebaum Only one third of the world's call centers provide their agents with any selling skills. Although some agents shudder at the thought of receiving sales training, there are ways to ensure success – both for the rep and the call center. Win Business without Cutting Prices By Marsha Lindquist Salespeople are motivated by commissions. Unfortunately, with this mindset, they often drop the price to make a sale – even when it's not necessary. Yes, you can sell without slashing prices. |
Hosting Offers a Fast Track to Superior Customer Service By John Joseph Hosted solutions for call centers can help streamline technology issues and enhance customer service; they are also a good tool for reducing the risks associated with adopting new and changing technology. Whitepapers: QA from the Inside by Howard Lee Call Center Success Story: Groupama Migrates to IP Environment, submitted by Genesys Direct Marketing's Missing Link: The Elusive First-Time Caller by Paul McConville, TARGUSinfo Survey Results Reveal Top Priorities for Customer-Centric Enterprises, submitted by Verint From MyArticleArchive: Are You Making a Sale or Making a Client for the Long Haul? Retention: Your Most Important Competitive Edge Overcome a Talent Shortage: Create a Gen-X Friendly Workplace Your Clients Aren't as Loyal as They Used To Be Why Most Diversity Initiatives Fail How Have Your Customers Changed In The Last Five Years News · Classifieds · Vendor list · Home
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