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June 2008 By Bill Curtin IV Today’s call center clients expect more from their service providers than ever before. They often insist on a viable disaster recovery plan; their calls must be answered in an emergency. The first step towards disaster recovery is disaster preparedness. The three most important resources for a call center to include in their plan are telecommunications, data, and staff. A good disaster recovery plan must address all three. Another Use for SIP Trunking in the Call Center By Allen David Niven By Peter DeHaan If you missed the ATA 2008 Washington Summit, you missed a lot. See our overview and photo coverage for this event. The Pros and Cons of Hosted Services By Wayne Scaggs Hosted services incorporate software running on local PCs which are connected to a host system using the Internet. Wayne Scaggs shares a discussion he recently had with Cathi Farber about this growing trend. Writing the Perfect Outbound Script By Matt Harless By implementing four simple steps, you can create the perfect script and improve your outbound results. |
From the Publisher Understand What Customers Are Saying Regardless of Language By Cliff LaCoursiere Learn how speech analytics can be employed to improve customer satisfaction in multilingual contact centers.
By Mary Conway Effective database modeling can predict better performing names (that is, consumers with a greater propensity to buy) through list analysis, modeling, and prioritization. Without this, the result can be hours of nonproductive calling to consumers who have little likelihood of buying. Getting Quality Right – Part 3: Motivation and Judgment: More than Statistics By Cliff Hurst As important as they are, call center statistics play only a part in the quality assurance program. Installment three of the series, “Getting Quality Right” focuses on agent motivation and the role judgment plays in performance evaluations. |
ATSI Update: Why You Should Serve on a Board Mind Your Business: Retaining Staff During an Acquisition Q & A with Steve Michaels
State of Customer Service Study, presented by eGain The Benefits of Contact Center Quality and Performance Management Technologies, presented by VPI From MyArticleArchive:
Why Change Is So Hard - And What Leaders Can Do About It The Real Reasons Employees Leave, and How to Keep the Best It’s Not What You Make That Counts – It’s What You Keep! Internationalize Your Business: Work with Clients Without Leaving the U.S. Common Sales Objections and How to Handle Them More Myths About Multicultural Customers News · Classifieds · Vendor list · Home
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