Call Center Articles

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Operations Management

Expert's Angle: Why Customer Service Reps Don't Sell… and What You Can Do About It

May 17, 2012(1)

Why are so many reps are resistant to sell? Ron Volper presents five strategies for converting your customer service team into a customer sales team.

Operations Management, People Management, Sales in the Call Center, People Development

Operations Management

Blended and Outbound Call Centers Series: Outbound Campaign Design

May 17, 2012(0)

The fourth article in this six-part series covers how to design an effective outbound campaign.

Operations Management, Sales in the Call Center, Inbound Sales, Blending sales and service

Technology

Cloud-Based Phone Interface; Enhanced WFO Suite Eases Workflow; Web-based Speech Analytics Software

May 16, 2012(0)

This week in technology news, ShoreTel unveils the M5 Portal, a cloud phone system interface, Envision announces upgrade to its Centricity Workforce Optimization (WFO) suite and 800response launches a Web-based speech analytics software solution to the small-to-medium business market.

Technology, New Technology Evaluation, Call Center Technology Applications/Offerings, Customer Analytics Tools

Operations Management

TD Bank Cuts 200; Military Job Fair in Fla.; Xerox, Frontier Centers Hiring

May 15, 2012(0)

Call center job news briefs.

Operations Management, Facilities, Hiring

Expert's Angle: The Power of Flexibility: Strategies to Reduce Abandoned Calls

May 10, 2012(0)

Abandoned calls are a universal problem for call centers that can greatly impact a company’s bottom line.  Here are several strategies that show how a little flexibility can significantly reduce your call abandonment.

Blended and Outbound Series: Capacity Planning for Outbound and Blended Centers

May 10, 2012(0)

The third article in this six-part series looks at the dynamics of capacity planning in outbound and blended centers.

Technology

Now Hear This: Quality Counts When It Comes to Selecting Headsets

May 09, 2012(0)

Your customer service representative’s headsets are the hardest working members of your call center’s team. And because these team members are literally your phone rep’s direct link to the customer, it’s important to understand the significance of good sound quality.

Headsets, Call Center Hardware, Call Center Technology Applications/Offerings, Operations Management

Technology

Exclusive Product Introductions from ACCE 2012

May 09, 2012(0)

This week in technology news, ICMI presents exclusive product announcements from vendors exhibiting at ACCE 2012 Conference & Expo.

Technology, Call Center Technology Applications/Offerings

Operations Management

Blended and Outbound Call Centers Series: Blending Strategies and Service Level Control

May 03, 2012(0)

The second article in this six-part series examines two typical strategies for blending inbound/outbound and how they affect your center's Service Level Control.

Operations Management, Sales in the Call Center, Outbound sales, Blending sales and service

People Management

Expert's Angle: Insider's Guide to Leading Multi-Generational Teams

May 03, 2012(0)

The modern workplace is simultaneously employing multiple generations - each with its own business perspective. Today’s managers must be flexible – and aware - when coaching and connecting with their diverse teams.

People Management, Employee Management Issues, Teams, Team Building

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