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July/August 2008 Call Scripting the Caller Experience By Peter DeHaan Call-scripting software allows the flow of a call to be preprogrammed, or mapped out, for the agent. This embeds call control into the call-processing platform. Doing so increases consistency and improves quality, as well as achieving a number of other positive results. From the Publisher: Measurement, Reliability, and Validity By Cliff Hurst Part Four of call center consultant Cliff Hurst's continuing series, "Getting Quality Right," addresses important aspects of conducting a reliable and meaningful statistical analysis. It is of critical importance to understand the level of measurement being used, its reliability, and its validity. ATSI Convention Review and Photos See Connections Magazine's coverage of the 2008 ATSI Convention & Expo in St. Louis. |
The Fatal Sales Presentation Trap By Jeff Thull Most sales people do not enjoy making sales presentations, but consider them a necessary part of selling. Sales expert Jeff Thull insists that sales presentations are usually a waste of time, actually decreasing the chances of closing the deal.
Mind Your Business: Q & A with Steve Michaels ATSI Call Center Award of Distinction The Call Center Award of Distinction assesses teleservice agent CRM, courtesy, etiquette, and call techniques. This year's victors lead the industry in providing service with stellar distinction. Each year, the Award of Excellence program addresses quality in telemessaging call centers. Additionally, it is a cumulative program, with many call centers earning recognition for multiple years. Check out this year's best of the best. |
The Art of Engaging the Customer, presented by Opinion Research Corporation
Customer Experience Management Benchmark Study, presented Strativity Group, Inc.
Premises to Keep: CPE as a Critical Success Factor for VoIP Service Providers, by Quintum
From MyArticleArchive:
Relationship Marketing Can Help Your Business During Bad Economic Times
The Dos and Don'ts of Strategic Planning
If You Live By Price - You Will Die By Price
Turning Obstacles Into Opportunities
Six Reasons Why Face-to-Face Trumps Mass Marketing
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