Learning Guides
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.
This chapter from Salesforce.com for Dummies explains in detail how to use, modify, create and organize reports in Salesforce.com.
A reader asks: I want to design a CRM campaign wherein I want to retain a customer. How can I prioritize my calls? Can I use a customer segmentation strategy to target my calls and, if so, how can this be achieved?
Since hosted sales force automation (SFA) applications first hit the scene, they have promised easier implementations without the IT headaches associated with licensed CRM software.
Total of all costs associated with answering a call or handling a contact divided by the total number of calls or contacts.
Percent of calls offered that are not allowed into the system; generally % receiving busy, but may also include messages and forced disconnects.
Percentage of calls (X%) answered with in Y seconds.
Total number of calls offered to a queue.
Learn about the difficulties in selling, sales management and executive management that are addressed in the solution selling sales process. This chapter lists the many challenges salespeople, sales managers and executives face on a daily basis.
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.
