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Stellar to provide call center support for Australia's 2011 Census
Unum to deploy IP communications software suite across multiple contact centers
Indian BPO opens new facility in Manila
Salesforce.com helps customers hasten business process automation with new release
Webtrends release mobile analytics tool
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Businesses that view IT as an enabler for better business productivity and effectiveness, and those that use hosted services performed better fiscally than those that do not.
Enterprises constantly struggle to find the right agents to deliver an outstanding customer experience. Some have turned to offshore outsourcers that claim to have an abundance of high-quality agents available for reasonable prices, while others prefer to keep their call center activities domestic, provided they can find agents with the right skills for the job.
Most contact centers have achieved acceptably good levels of performance, but the return on additional initiatives is not perceived as significant enough to pursue them. This is where analytics comes in. By using analytics to make the right decisions and optimize resources, organizations have a much better chance at cutting costs, delivering value to their customers and ultimately retaining their competitive advantage.
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Customer satisfaction and loyalty are unique challenges for each business, and businesses in each vertical industry must be creative in devising strategies to attract and retain satisfied customers. These case studies illustrate the customer loyalty issues companies must confront, and offer real-world solutions for keeping customers loyal and doing an analysis of loyalty programs' success.
The customer service software suites rankings have few changes, and tough economic times demand more investment in the customer experience, according to Forrester.
2009 was a year that many businesses may prefer to forget as quickly as possible. Plunging profits, disappearing customers and an overwhelming dread of what was to come tainted the first half of the year, and when the green shoots of recovery did begin to appear mid-year, organisations viewed the news with profound skepticism.
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Human Capital Management is a new discipline that has yet to become widely practiced among Asia business conglomerates. Also known as talent Management, it is the ongoing process that organisations use to attract appropriately skilled and motivated employees (“talent”); integrate them into their organisations, assess and develop their competences and retain their commitment.
You can have all the business intelligence tools that you need but without analytics, you can't predict with confidence what the data is saying. IBM executives, Phillip Beniac and Mark Register, discuss the implications of business analytics in today's dynamic business environment.
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A friend of mine reminded me a couple of times to read an article by Steve Duplessie, founder of ESG, on the merits of ZL Technologies lawsuit against Gartner and its famed Magic Quadrant. Shaking off the new year holiday, I decided to ink my thoughts here.
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As the economy begins to show signs of recovery, the contact center industry is expected to fare better in 2010. While budget challenges will persist, economic recovery is expected to kick in which will drive the focus back to customer acquisition. Apart from efficiency, focus on effectiveness and driving customer satisfaction ratings will also resume focus.
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Knowledge Central
When most managers think about improving call center retention, they think of using rewards and recognition to keep people engaged in their work. This paper discusses how performance support systems accelerate the productivity and efficiency of call center personnel faster than ever – from day one – while simultaneously improving sales and service levels and keeping customers happy.
A guide from Sybase 365 and Enterprise Innovation to elevating customer trust and engagement -- how mobile messaging will take customer service to a new level of personalization, convenience and user satisfaction.
Bangkok-based Hyro Asia Limited is a provider of online application development services to large businesses. Hyro Asia uses information stored in Oracle CRM On Demand to better promote the organization to customers and software developers, help improve the work environment, and identify and get closer to its top performing accounts.
Faced with increased competition to attract top notch students, the China Europe International Business School (CEIBS) realized it needed to invest more resources to cater to the needs of students, alumni, lecturers, and administrative staff. In particular, the school wanted to ensure students were taken care of before, during, and after their studies.
Cell phone activities are a great way to encourage team building in call centers. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.
In order to develop a strategic Internet marketing plan marketers need to understand where their customers and potential customers are going for information. Companies have the potential to succeed if they effectively target these customers with innovative and strategic Internet marketing techniques through the use of social networking sites and Web 2.0 technology.
Lori Bocklund gives advice on how much call center break time and auxiliary time to allow depending on call center shifts and other factors in this tip.
Should individual call center agents be scored based on the entire call center team's ability to meet a target service level? Expert Lori Bocklund gives tips for measuring individual employee performance in the call center in order to meet targeted service levels.
