Thu, Apr 23, 2009
As competition intensifies in the face of falling customer spending, making it easier for customers to order or call your contact centre when they are most keen to buy can make a real difference to your results.
Thu, Apr 23, 2009
Managing the peaks and troughs of call volume can be a painful task as unexpected peaks can often throw inbound call centres into chaos. This can also lead to unsatisfied and often irate customers who experience “longer than expected” wait times. On the flip-side, troughs equal under-utilised staff, reduction in efficiency, productivity and negatively impact the bottom line.
Mon, Mar 09, 2009
Twelve steps to help your call centre shine in the efficiency stakes but while we haven't included as the first step 'admit you have an efficiency problem', almost all contact centres - inbound or outbound - could hitch up their efficiency trousers!
Mon, Mar 09, 2009
Getting the most out of an outbound or telemarketing team is a mix of psychology, encouragement and leveraging clever technology. We provide six suggestions to get more 'out'...
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