Posted by Ted Hopton on April 29, 2008
It’s common sense once you think about it, but applying marketing principles to your company’s image can be an important part of your approach to recruiting.
To bring quality candidates to your door, you have to have them at “hello.” Positive branding — attaching your call center’s name to a reputation for quality benefits for both customers and agents — can increase your desirability in applicants’ eyes.
Posted in Call Center Management, ICMI's CMI | Leave a Comment »
Posted by Ted Hopton on April 29, 2008
In this excerpt from their best-selling book, How to Build a Speech Recognition Application, EIG’s Bruce Balentine and David Morgan touch on the unique application design issues surrounding speech-enabled IVR systems.
Posted in Call Center Management, ICMI's CMI | Leave a Comment »
Posted by Ted Hopton on April 29, 2008
Making a successful service-to-sales transition requires cultural and process changes — from hiring the right agents to providing effective training and offering motivating rewards.
Posted in Call Center Management, Customer Service, Sales | Leave a Comment »
Posted by Ted Hopton on April 29, 2008
Facing a tightening economy, nearly all business operations — including call centers — are looking for ways to cut costs. Companies that are working new assessment tools into their hiring strategies are seeing a significant dent in the cost associated with agent turnover, as well as improved quality and performance.
Posted in Call Center Management | Leave a Comment »
Posted by Ted Hopton on April 29, 2008
Good ideas for managing a small contact center. Provides an overview and specific steps to take.
Leaders of small call centers must not only master the fundamentals of running call centers, but they must also develop creative ways to do those things just a little differently.
Posted in Call Center Management | Leave a Comment »
Posted by Ted Hopton on April 19, 2008
Alaska Airlines introduces a surprisingly pleasant virtual assistant on its Web site.
Posted in Call Centers, Customer Service, Technology | Leave a Comment »
Posted by Ted Hopton on April 19, 2008
In the annals of customer service, 2007 will go down as the year fed-up consumers finally dropped the hammer. In August a 76-year-old retired nurse named Mona Shaw smashed up a keyboard and a telephone in a Manassas, Va., Comcast office after she says the cable operator failed to install her service properly.
Posted in Call Centers, Customer Sat, Customer Service, Web 2.0 | Leave a Comment »
Posted by Ted Hopton on April 19, 2008
Sprint dumped 1000 customers who were calling 40 to 50 times more than other customers, specifically about issues that could not be resolved (e.g., billing disputes). Did the company do the right thing?
Posted in Call Centers, Customer Sat, Customer Service, Management, Media | Leave a Comment »
Posted by Ted Hopton on April 19, 2008
Yes, it is the phone company. But Verizon is investing to actually have people who can read e-mails from customers and respond to their service requests.
Posted in Call Center Management, Call Centers, Customer Service, Technology | Leave a Comment »
Posted by Ted Hopton on April 19, 2008
Affinity’s vice president of customer relations, Scott Willey, says post-call surveys have helped the Ventura, CA-based company improve call handling and the customer experience it delivers.
Posted in Call Center Management, Call Centers, Customer Sat, Customer Service, Technology | Leave a Comment »
