Contact Center Automation: A Well-Oiled, Intelligent Machine for Customer Service
By Iain McKay Automation is a term that evokes images of heavy industry and machinery. So how does it apply to the contact center? Well, … Read more
By Iain McKay Automation is a term that evokes images of heavy industry and machinery. So how does it apply to the contact center? Well, … Read more
In the early days of the call center, calls were answered using electro-mechanical devices, client records were stored in notebooks or on 3 x 5 … Read more
Appointment-setting software allows call centers to quickly, accurately, and effectively set appointments and schedule events for their clients. Generally, the software and database is accessible … Read more
By Connie Johnson Outsourcing inbound calls to call centers has become one of today’s key business strategies for many organizations. “Businesses are embracing business process … Read more
With the rapid changes in computer technology and advances in software, it is quite possible that your call center doesn’t have the latest and greatest … Read more
Call center software doesn’t necessarily need to be installed at the call center. Several vendors offer software on a subscription, or pay-as-you-go basis. This software … Read more
By Alan Tucker Scripting calls has long held the promise of being a labor-saving device and providing a method for addressing the particular needs of … Read more
Consistency of the caller experience is a key, but often illusive, component of call center quality. In the past, call centers focused on extensive agent … Read more
Telemessaging operations and many inbound teleservice companies are faced with the need of getting caller information to on-call personnel. This task is often referred to … Read more
Aside from common tasks such as taking messages, processing orders, and providing customer service, a familiar request of call centers is to schedule appointments and … Read more