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Yes, FCR continues to be a leading indicator for call center performance in 2013

Wednesday December 19th 2012 5am Rated 2 2 Comments Inbound
And here’s how to sustain long-term FCR increases – and a better customer experience
Community

Web Chat

Wednesday November 17th 2010 10am Rated 4 1 Comment Inbound Tools Social Media Chat
Many centers today now offer chat support to everybody...
Community

The Many Challenges of the small Contact Center

Wednesday August 22nd 2012 5am Rated 3 1 Comment Inbound
Community

Call Center Reporting

Wednesday November 23rd 2011 6am Rated 3 1 Comment Inbound Reporting
"The reporting function whether as another management task, a lone analyst, or a full reporting team has a vital role to play for any call center."
Community

The Hiring Pipeline in the Support Center

Wednesday June 29th 2011 12am Rated 3 1 Comment Hiring Inbound
A support contact center has two principle assets which are talented people and a robust and well managed knowledge base. Support centers typically invest significant time and organizational commitment into the training and development of specialists, supervisors, and managers; the job of the support center leader is to ensure the time and commitment is not wasted.

New Ways To Curb Employee Tardiness, Absenteeism and Turnover by Using Employee Selection and Online Games

Wednesday August 22nd 2012 5am Rated 1 1 Comment Inbound
For companies with employee tardiness, absenteeism and turnover challenges, help is now available in the form of on-line, 15-30 second games of chance.
Community

Making The Case For Work at Home Programs

Thursday April 5th 2012 4am Rated 1 1 Comment Inbound
The work-at-home (WAH) model for customer service representatives (CSRs) is gaining recognition for helping companies reduce costs, increase flexibility and improve customer service. When carefully executed, the WAH model can transform a company’s capabilities allowing them to capitalize on long-term benefits.
Community

10 Ways to Improve Agent Performance & Retention

Wednesday November 23rd 2011 6am Rated 1 1 Comment Inbound Performance Agent
Agents in call centers with greater than 100% turnover perform 20 percentiles lower.
Community

The Trends That Must Emerge

Wednesday November 17th 2010 10am Rated 1 1 Comment Inbound Organizational Value
Any successful profession has a powerful membership association behind it. The contact center industry has had a number of them through the years, yet most seem to lack the strength or the staying power of those serving colleagues in other areas such as Human Resources, Legal, Accounting, etc. It is great to see a new one emerge, and I am hoping that the Contact Center Association becomes the organization that helps to lift the stature of our profession.
Community

Creating the VIRTUAL WORKPLACE

Thursday February 2nd 2012 8am Rated 0 1 Comment Inbound
Community

Wisconsin Physicians Service

Wednesday August 25th 2010 1pm Rated 0 1 Comment Customer Feedback Inbound Management Training Contact People
WPS uses emotion detection, word spotting and analytics to break down interdepartmental barriers and improve service.
Community

TEAMWORK in the Contact Center – What a Team Leader Should Know

Wednesday November 17th 2010 10am Rated 7 0 Comments Team Inbound Team Lead
Our society reveres teams; sports teams, in particular occupy a unique place in our society. In this article we’ll discuss some of characteristics that team leaders should strive to develop and some of the pitfalls of the team environment.
Gold

Cox Communications: Home for Business; A Profile of Success

Wednesday June 29th 2011 12am Rated 3 0 Comments Inbound
30% of all employees surveyed would work from home if offered the opportunity.
Community

Service Delivery: A Creative Approach

Wednesday June 29th 2011 12am Rated 3 0 Comments Inbound
It is an unfortunate fact that 80% of customer service operations never reach a level of sophistication required to achieve adequate levels of quantitative and qualitative quality.
Community

Extended On-Boarding Elevates New-Hire Engagement and Retention

Wednesday August 22nd 2012 5am Rated 2 0 Comments Inbound
The contact center industry has historically been plagued by high employee turnover. Particularly problematic (and expensive) is early agent attrition – new-hires quitting soon after the contact center has spent ample time and resources recruiting, assessing, training and greasing them up to fit inside their cubicle.
Community

The Future of Video in the Contact Center

Wednesday June 13th 2012 5am Rated 2 0 Comments Inbound
When I was on the phone recently with my website provider, I really would have liked to have had a video connection!
Community

Call Centers: Transitioning From an On-Premise Model to a Hosted Model The Full Story of What to Consider

Thursday April 5th 2012 4am Rated 2 0 Comments Inbound
What is far less frequently covered in the industry is the path to success when implementing an automation solution.
Community

Move to the Next Level of Customer Experience Analytics

Wednesday November 23rd 2011 6am Rated 2 0 Comments Inbound Analytics
E-commerce websites exist to generate revenue. Likewise, the site’s ability to convert visitors to buyers is a key criterion for measuring success. Positive visitor experience has the most significant impact on that success measurement, so it’s critical for a business to make sure a visitor’s interaction with the site is the best possible. The most effective way to achieve a positive customer experience is to employ visitor scoring, an advanced metric that allows you to track and optimize non-monetary conversions.
Community

Weather the Storm: Cloud-Based Call Center Solutions Make Disaster Recovery Fast, Easy and Cost-Effective

Wednesday June 29th 2011 12am Rated 2 0 Comments Inbound Disaster Recovery
Disaster recovery is on everyone’s minds these days, especially in the wake of the recent spate of tornadoes and flooding in the Southeast and the harsh winter of 2010-2011.

Five Considerations in Building a Quality Assurance Program

Wednesday June 29th 2011 12am Rated 2 0 Comments Quality Inbound
Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives. — William A. Foster
Community
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