|
November 2008 Systems, Boundaries, and Starting Points in the Call Center By Cliff Hurst In part six of Cliff Hurt's continuing series, Getting Quality Right, the discussion moves to the second key question, "What can we do to get better at representing our call center?" From the Publisher: Howdy Pardner ATSI Update ATSI Planning a Productive Year SIP: "The Right Stuff" for Contact Centers By Al Baker A SIP-based customer interaction solution can deliver four key results: drive first contact resolution, enable unified communications, market change flexibility, and provide open, nonproprietary contact center solutions. Enhancing Call Center Solutions with Skype By David Tang More and more people are signing up for VoIP service to keep telephone costs down and increase calling options. Increasingly, businesses -- including call centers -- are jumping on the VoIP bandwagon, enjoying cost-savings and enhanced call handling features. ATA Convention and Expo Coverage The American Teleservices Association's (ATA) annual convention was held in San Antonio on October 5-8, and Connections Magazine was there to cover it. |
Teleservices Employees Learn More with a Blended Approach By Owen Davis Blended learning integrates online learning with classroom interaction and live instruction. Today's call centers are finding that agents learn more effectively and become productive more quickly with a blended learning approach. The CAM-X Call Centre Awards of Distinction for 2008
The CAM-X Award of Excellence Winners for 2008 Assessment Tools: What They Do and Why You Should Be Harnessing Their Power By David Ostberg, PhD Applicant assessment tools capture information to predict an individual's likelihood of behaving or performing in certain way. When properly administered, the result is reduced agent turnover and increase productivity. Mind Your Business: Q & A with Steve Michaels |
Annual Outsource Call Center Listing CTI Can Help Reduce CSR Churn By John P. Joseph Call center turnover ranges between 50 and 100 percent annually; stress is a major contributing factor. When properly implemented, CTI can help reduce agent stress and thereby decrease turnover.
Voice Quality Is King Of The Contact Center, presented by Psytechnics
Proactive Telephonic Customer Contact, by Mark Palmucci
From MyArticleArchive:
Is Goal Setting Holding You Back?
Business Plans are Nothing…Business Planning is Everything
Outwit the Competition: Use Nontraditional Low-Cost Marketing
Seven Public Relations Secrets that Get Your Business Noticed
Four Secrets To Selling Value Versus Price
Three Ways to Start a Conversation and Finish with a Sale
News · Vendor list · Home
Download complete PDF file of this issue
|
||
