Are You a Call Center or a Contact Center?
Consider the implications of the call center versus contact center debate By Peter Lyle DeHaan, PhD In Connections Magazine we use the terms call center … Read more
Consider the implications of the call center versus contact center debate By Peter Lyle DeHaan, PhD In Connections Magazine we use the terms call center … Read more
By Nathan Teahon Outsourced call centers come in many shapes and sizes. In fact, a call center is similar to a person, with each one … Read more
By Kathy Sisk This is the final segment of “Why Telemarketing Programs Fail.” Our wrap-up looks at script branching, the agent learning curve, supportive communication, … Read more
By Dan Somers Automation and artificial intelligence (AI) can help save contact center costs, but primarily it increases customer satisfaction by speeding up responses and … Read more
People judge the company we represent on every single phone call By Peter Lyle DeHaan, PhD I once had a call center agent work for … Read more
By Keith Meadows and Kevin McCloskey Companies understand that there is no more critical point of engagement than between customers and call center representatives, yet … Read more
By Ben Rafferty Imagine if you had to read your PIN out loud at the ATM to make a transaction. With the possibility of someone … Read more
By Melissa Pollock Call center coaching has long been a challenge for both outsourced and corporate contact centers alike. Here are ten top causes that … Read more
By Sachin Kothari Call center managers have plenty to worry about. Just recruiting and keeping staff, watching margins, and managing stakeholders (external or internal) can … Read more
By Holger Reisinger When was the last time you heard someone rave about his or her experience with a customer service representative? If you can’t … Read more