How to Use Statistics in Your Call Center
By Matt Harless If you believe call centers are statistics driven, then you are right on the money. Today’s fantastic CRM (Customer Relationship Management) packages … Read more
By Matt Harless If you believe call centers are statistics driven, then you are right on the money. Today’s fantastic CRM (Customer Relationship Management) packages … Read more
By Steve Michaels Q. I am losing clients to my competitor. What can I do to keep and expand my existing customer base? A. I … Read more
By Doris Primicerio In the October issue of Connections, I wrote an article on agent cost entitled, “What Does an Agent Really Cost, and Could … Read more
By Angela Morris Telemanagement is a term that describes the practice of managing inbound or outbound telemarketing programs for clients that outsource them to one … Read more
By Randy Saunders You may have experienced the following crisis situation, or one similar to it: In the middle of your most critical time of … Read more
By Matt Harless If your telephone agents are the glue that drives performance in the call center, how did they become that way? Sure, natural … Read more
By Eyal Rudnik The mere mention of the words “contact center” used to trigger frustration and tension in most people. Nearly everyone has a horror … Read more
By John Hird Call center managers, no matter if they are inbound or outbound, are always challenged to provide better services for their clients that … Read more
By Michael Callaghan In the years immediately following the burst of the dot-com bubble, cost cutting and efficiency became all the rage. Like their counterparts … Read more
By Ray Shaw Over the past several years, owners of telemessaging call centers have shown increasing interest in comparing their call handling statistics, financial data, … Read more