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CALL CENTER OPTIMIZATION

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Call center optimization is changing how contact centers work. Contact centers are now interested in recording, evaluating and analyzing a higher volume of agent-customer interactions.

Call Center Optimization is part of Business Exchange, suggested by Lou Tosto. This topic contains 1,170 news and 783 blog items. Read updated news, blogs, and resources about Call Center Optimization. Find user-submitted articles and reactions on Call Center Optimization from like-minded professionals.

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Using Integrated Voice Response (IVR) to Gauge Customer Experience more

The use of Integrated Voice Response and voice automation enables a company to improve its customer service and lower...

customermanagementiq.com. Added to topic by Amy Terenzi on September 25, 2009

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Achieving ROI with EQ: Managing the Call Center with Emotional Intelli...more

Keith Fiveson, CEO of ITESA discusses how to effectively manage in the call center using an important but often ignored...

customermanagementiq.com. Added to topic by Amy Terenzi on September 25, 2009

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Beyond Efficiency: The Integration of People and Technology in the Cal...more

Call center technology must be properly integrated with your people process.

customermanagementiq.com. Added to topic by Amy Terenzi on September 21, 2009

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Six Sigma May be Dangerous to Your Call Center more

Brooks Mitchell, PhD discusses why Six Sigma programs in the call center are a waste of time and money and will...

customermanagementiq.com. Added to topic by Amy Terenzi on September 21, 2009

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Apple Leads in Customer Satisfaction for Tech Support Calls more

New call center research from Vocal Laboratories (Vocalabs) validates the impact of phone-based customer service on...

customermanagementiq.com. Added to topic by Amy Terenzi on September 21, 2009

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The Key to Making Your Voice of the Customer Actionable: Part 2 more

The voice of the customer can only become strategically useful if you take a proactive approach to collecting the data...

customermanagementiq.com. Added to topic by Amy Terenzi on September 21, 2009

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Robert Kugel on The Finance Appliance more

Current business intelligence approaches or business activity monitoring (BAM) systems are falling short of the mark of...

tmcnet.com. Added to topic by Ventana Research on September 17, 2009

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The Shifting Call Center Paradigm more

Certain trends are converging in ways that could reshape call centers soon. Existing systems are getting old, customers...

ecommercetimes.com. Added to topic by Eric Tsai on September 17, 2009

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Richard Snow on The Benefits of an IP contact centre more

IP contact centres, and in particularly unified communications (UC), have been getting a lot of hype over the past...

callcentrehelper.com. Added to topic by Ventana Research on September 15, 2009

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Richard Snow on Is Six Sigma Good for Contact Centers?more

Just lately I have been researching into Six Sigma in the contact center. While I am sure the consultants have good...

ventanaresearch.com. Added to topic by Ventana Research on September 9, 2009

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Best Practice Coaching for Call Center Agents more

Best Practice Coaching Forms Performance Partnership Best Practice Coaching Study after study shows that the...

focus.com. Added to topic by Trevor Usken on September 8, 2009

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Dipfees Adds Free IVR to Portfolio Offerings more

Dipfees is a company dedicated to helping call centers and telemarketing firms to increase their effectiveness and...

ivr.tmcnet.com. Added to topic by Mike Ericson jr. on September 8, 2009

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Richard Snow Video on Achieving a 360-degree View of Your Customers more

Richard Snow discusses customer service information challenges, the benefits of a 360-degree view of customers, and how...

exalead.com. Added to topic by Ventana Research on September 4, 2009

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Richard Snow What will the contact centre of the future look like?more

We asked researcher Richard Snow for his predictions for what the future will look like in five years’ time.

callcentrehelper.com. Added to topic by Ventana Research on August 27, 2009

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You Made a Contract With Your Call Center Representatives, So Keep It!more

In his latest column, Brooks Mitchell discusses the psychological contract employers make with their call center...