Blogs about: Contact Centers
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REASONS OF OUTSOURCING IN THE PHILIPPINES
Multi national companies had their back room operations here in Philippines. Multinational companies such as Dell, Hewlet-Packard, Motorola, General Motors to name a few had existing contact centers h… more →
Logicall Words
IVR implementations must be reflective of customers’ values and expectations
ascentgroup wrote 6 days ago: It is critical that you understand and incorporate your customers’ needs and expectations into your … more →
It's the 4th Quarter, Folks
contactsolutions wrote 1 month ago: It’s the fourth quarter of the year. For IT departments that historically means spending the last of … more →
The 21st Century Formula for Success – Increasing Value Not Squeezing Out Costs
ccaintheusa wrote 1 month ago: The 21st Century needs a new contact center model to transform the industry, focused on the customer … more →
Disaster Recovery - Are You Prepared for the Worst?
contactsolutions wrote 1 month ago: According to the Information Technology Services Research Laboratory and Call Center Research Labora … more →
Contact Centers of America Aims to Revolutionize Outsourcing
ccaintheusa wrote 1 month ago: Outbound Call Center Featured Article August 06, 2009 Contact Centers of America Aims to Revolutioni … more →
Not Your Father's Contact Center
ccaintheusa wrote 2 months ago: You have a problem with a product you bought or a service to which you subscribed. You call the cus … more →
In Outs of Inbound Outbound Call Center Technology
peterjeams wrote 2 months ago: Call Center technology is the life blood of a call center, without it your customer service departme … more →
The Business of Contact Centers Must Change Through the Leveraging of “Natural Human Resources”
ccaintheusa wrote 2 months ago: The winds of change in the contact center industry are beginning to blow. Although currently at the … more →
10 Considerations for Successful Culture Shifts-Contact Ctrs #2 & 3
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Rudy Vidal wrote 2 months ago: 2. Management Ownership It’s interesting to note that the three cultural components in fig.1 are all … more →
Bringing Call Centers Home: The Business Case For Onshoring
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ccaintheusa wrote 2 months ago: The call center industry has transformed and evolved over the last decade, away from the focus on cu … more →
WHY DOES THE SOCIAL WEB MATTER TO THE CONTACT CENTER ?
smattey wrote 2 months ago: Your customers are talking about their experiences and opinions of you—to other customers and prospe … more →
Frontline Training - Engaged employees are the key to excellent customer service
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ascentgroup wrote 3 months ago: Engaged employees are the key to excellent customer service. Engaged employees are employees that fe … more →
Hire for Attitude, Train for Technical Skills
ascentgroup wrote 3 months ago: It is easier to teach proficiency than it is to change attitudes. Best-in-Class companies look for m … more →
Promote and Emphasize First Call Resolution
ascentgroup wrote 3 months ago: Make sure your employees recognize the importance of first call resolution to the customer and your … more →
Emphasize the Customer Experience
ascentgroup wrote 3 months ago: Call Quality Monitoring Best Practice The primary purpose of call quality monitoring is to measure t … more →
Working in a Customer Contact Center
callcentersindia wrote 3 months ago: Working in a customer contact center an is a relatively easy task, but it can be difficult sometimes … more →
Why You Need to Use Call Centers to Lower Business Costs
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timpeters wrote 5 months ago: Having someone in your office answering the phone or making sales calls for you is inefficient and c … more →
Utilizing a Call Center to Increase Your Business Revenues
timpeters wrote 6 months ago: Call Centers are an innovative approach to sales without the pressure of overhead costs for a storef … more →
How to Increase Your Sales and Profit by Utilizing Call Centers
timpeters wrote 6 months ago: Call Centers are an innovative approach to sales without the pressure of overhead costs for a storef … more →
