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Call center BlackBook: Customer interaction dos and don'ts

Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do during a call center interaction.

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Enhancing the customer experience through analytics

Enhancing the customer experience through analytics

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contact center contact center metrics Datacraft

By Nagi Kasinadhuni, General Manager, Converged Communications and Customer Interactive Solutions, Datacraft Asia Pte Ltd | Feb 8, 2010

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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.