Operations Management
Feb 07, 2012
This week's call center job news briefs.
Operations Management, Facilities, Site selection
Operations Management
Feb 02, 2012
The road to employing at-home agents has long been a bumpy one. As hosted contact center technologies continue to improve, it is paving the way toward making agents that work from home a contact center norm.
Operations Management, People Management, Technology, Workforce Management/Staffing
Operations Management
Feb 02, 2012
Customer Experience is the latest buzz-phrase in customer service. In this article, NOVO 1 CEO Mary Murcott explains how to translate some old-style customer service/call center metrics into new customer experience metrics and highlight four new customer experience metrics that every contact center should be measuring.
Operations Management, Metrics/Performance Measurement, Key Call Center Metrics, Average handle time
Operations Management
Jan 26, 2012
As financial institutions increase their multichannel services to include social media, they struggle with the common stumbling block of operationalizing it as a customer service channel in the contact center: response times, accuracy, quality and security. But the financial foray into social customer service also pushes customer segmentation to the fore.
Operations Management, Social Media, Technology, Call Center Technology Applications/Offerings
Operations Management
Jan 26, 2012
"Consumers are demanding better service more now than ever before and they're not shy about voicing their displeasure after getting bad service," says Angie’s List founder Angie Hicks. See what industries are racking up the complaints and why — and how this may be costing companies in contact center dollars.
Operations Management, Customer Satisfaction Measurement/Management, Cost Performance, Quality Monitoring
Technology
Jan 26, 2012
This week in technology news Intelliverse debuts its integrated hosted solution, MicroAutomation and Voxeo partner for a cloud-ready campaign management app, CallCopy's workforce optimization suite achieves Avaya-compliance rating and Indosoft's Q-Suite GUI tool now features AMD and voicemail recognition.
Technology, Call Center Technology Applications/Offerings, Workforce Management, Agent-Assistive Tools
Jan 19, 2012
Large or small, some call centers stand out as the "best-of-the-best." ICMI looks at some of its past Global Call Center of the Year Award winners and why they were selected to receive this coveted award.
Operations Management, People Management, Strategic Value, Technology
Technology
Jan 19, 2012
This week in technology news Kunnect launched new software for hosted call centers, AltiGen's partnership with Eurodata to bring its contact center ACD solution to the UK and Toshiba introduces its upgraded Call Manager unified communication solution.
Technology, Call Center Technology Applications/Offerings, Call Center Hardware, Agent-Assistive Tools
Operations Management
Jan 19, 2012
Zappos responded to an online hacker by temporarily shutting down all call center phone lines and directing customers to contact them via email. The center’s service level record won’t take a hit, but will customers settle for longer response times if the quality is there?
Operations Management, Data Security, Customer Satisfaction Measurement/Management, Metrics/Performance Measurement
Operations Management
Jan 12, 2012
Customer satisfaction surveys have made their way into the hearts and minds of call centers. But have customers had enough?
Operations Management, Incorporating customer satisfaction into quality monitoring (Voice of the Customer - VOC), Customer Satisfaction Measurement/Management, Social media
