Call Center Articles

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.

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

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.

Call center job news briefs.

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.

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

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.

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

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.

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.