Call centers deal with difficult customer service situations, high call volumes, making it difficult to provide top notch customer service. Learn about call center best practices, techniques, and improvement suggestions.
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: 274
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By J. O'Herron
- Here%u2019s how credit and collections call centers apply the concept of customer service to the way they manage inbound and outbound calls.
(Added: 18-Apr-2001 Hits: 152
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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: 141
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By NA
- Call Centers have been the human interface point for years in areas like catalog sales and order-taking, telephone solicitation, and post-sale service (complaints and returns.) With the e-commerce boom, call centers have become even more important since they play these roles in organizations that may have no other physical presence or means for human contact.
(Added: 18-Apr-2001 Hits: 182
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