What is the measure of success? For some it is money, for others power, still for others its possession. For me, its not about what is at the end of the rainbow, but the journey along the way.
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.
Print and copier giant, Xerox, will purchase ACS for US$6.4 billion. ACS is a large BPO outsourcing firm with strong focus in US health-related government contracts. Suddenly Xerox has a 74,000 workforce for BPO projects. Xerox gets a leader in transactional BPO, including such processes as accounts payable and patient billing, which will create cross-selling opportunities for both firms. Get the picture?
Today I met with MessageLabs, an email security vendor that sells its service via the Internet. The spokesperson said everyone is trying to talk the SaaS-speak but he doubts if these people know what they are talking about.
Concerns over swine flu outbreaks in Mexico have led to many governments issuing warnings against non-essential travel to the country. Considering the existing worries over ongoing border violence, as well as potential agent absence, independent market analyst Datamonitor is of the view that this virus could have a negative impact on the Mexican contact center outsourcing sector.
Days after CEO Marc Benioff pronounced 'The End of Maintenance' it appears the company is charging partners for support.
For every good there is a bad. The economic and health (Swine flu) crisis may be bad for most everyone but the telepresence industry is poised to reap the rewards.
Teleperformance's recent purchase of a Dell in-house contact center in the Philippines highlights the fact that many companies are looking to contact center outsourcers as a means of reducing costs through the recession. Datamonitor says Dell's decision to maintain service from the Philippines is good news for offshoring as a business model, and foreshadows a number of possible trends in the contact center space.
Salesforce is offering a scaled-down version of its mobile application free to its customers. While customers running the Unlimited product already receive the full Salesforce Mobile application, now customers of Professional Edition and Enterprise Edition can download Mobile Lite.
Research has suggested that when customers bother to complain they are essentially wanting to stay with you - otherwise they just walk away without a word. This is a valuable insight.
Knowledge Central Multiple
Knowledge Central
Customer serving organisations have always faced a demand dilemma. This paper lays out the reasons why contact centre strategy is changing, outlining the benefits of the different solutions out there, and provide practical guidance to how to move to a hosted or virtual model.
Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.
Operational risk is an ever-present challenge of the banking industry, inhibiting performance and reducing profits as banks need to keep adequate reserves of capital to cover potential losses. But in recent years, corporate wrongdoing, high-profile fraud and major process failures have put the dangers of operational risk – and the consequences of poorly managing it – in the spotlight. This case study looks at how Woori Bank in Korea went with analytics to reduce its operational risks.
This case study is about how Hindustan Unilever uses change management solution from SAP to synchronise software development across all its offices in India.
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.
What specific techniques could you suggest to lower average talk time for inbound order entry/ customer service calls on an agent level? (i.e.: call phrases, call control techniques etc.) For example, many of the extended calls seem to be when a supervisor is requested ... Is there a way to educate the agents in techniques to avoid supervisor escalations? Or is there a way to de-escalate a caller immediately requesting a supervisor?
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.
