Economic twists and turns have interesting ripple effects on the technology world. The good thing is, that sometimes bad economic events translate into net positives for the tech industry. And no, this is not going to be a diatribe about the value of open source in a recession. Well, not altogether. I just read an … Continue reading »
Tagged with Call Center …
Customer Support Metrics Without a Call Center
I just read a good write-up on measuring call center success, and it makes a lot of sense. But, what about those smaller firms looking to increase customer satisfaction (or at least measure it) and do not have a call center in place? That is where a strong SMB-oriented CRM suite can be really fruitful. … Continue reading »
Keeping Your Call Center Current…
I have been reading the blogs by the editorial staff at 1:1 magazine a lot lately. Some good stuff. A nice post this week on what’s new in terms of contact center managers’ priorities. These two items jumped out at me: Managers want to use e-learning modules for training, but are torn about taking agents … Continue reading »
Open Source Telephony and the Call Center
Frost and Sullivan has found that open source telephony and other open source-related IP solutions are experiencing a surge in demand throughout Europe, thanks mainly cost savings, which can run as high as 40 percent over their proprietary brethren. Studies such as these speak volumes, especially when I still hear call centers being referred to … Continue reading »
Getting Paid to Quit Your CSR Job?
I’ve always been a fan of businesses that put customer service first, and thus, understand the worth of customer lifetime value, but even I was taken back by this one. Zappos, a Web-based retailer, is actually testing the commitment of their call center agents by offering them full compensation and a $1,000 bonus upon completion … Continue reading »
The State of the English Call Center (Centre?)
While finishing up some work in my hotel room in London before taking off back to the US, I watched an interesting documentary on BBC about “phone rage” and the lives of call center workers in the UK. While the usual humor of hearing recordings of frustrated and expletive-shouting customers was there, more important was … Continue reading »
