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Top : Customer Service : Call Centers : Page 2

Customer Service : Call Centers Help, Advice, Hints & Information

The Top Ten Features To Seek To Knowledge-Enable Customer Support Software

 By Mark Anton - Consequently, customer support software is undergoing vast changes and now features an increased emphasis on problem-solving functionality, which, according to Anderson Consulting, comprises more than 60 percent of support center call length. Up until a few years ago, the technology focused primarily on call tracking and call logging functionality. (Added: 18-Apr-2001 Hits: 2104 )

Reengineering call centers: Reengineering and Continuous Improvement

 By Jeff Hiatt - Business Process Reengineering (BPR) offers call center managers opportunities for operational improvements and cost savings. In many call centers, both Customer Service and This paper summarizes the challenges for call center managers today in the areas of operating costs, service levels and new technology, and discusses the potential for reengineering to allow managers to break out of the traditional cost vs. service trade-off. (Added: 18-Apr-2001 Hits: 1465 )

Coaching and Developing Call Center Staff, JJ, Lauderbaugh

 By JJ Lauderbaugh - In this fast-paced, shrinking world, call centers and other pockets of people answering phones, have become a way of business life. In developing tomorrow's work force today, managers are finding that coaching call center staffs to take full responsibility for customers' experiences is a necessity. It increases productivity and company and department images. It also helps to maximize sales, and retain internal and external customers. (Added: 18-Apr-2001 Hits: 2499 )

Customer Service: Stop Sabotaging Your Customer Relationships

 By Lora Adrianse - Stop sabotaging those relationships with unnecessary standards that don't really matter to your customers. Your customers and your CSR's will love you for it. (Added: 15-Mar-2005 Hits: 918 )

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