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Customer Service Group
283 members
6 topics
47 post
1 event
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March 16, 2010
HDI Annual Conference & Expo
Discussions
Are call center scripts effective, or do they just create more customer strife?
In order to best streamline their call center processes, several businesses ask their agents to follow scripts when dealing with customers. While this appears to be a simple solution in a complex envi ...
Latest post:
Feb. 27, 2010
Jim Scott, 2 Groups
On a very rare occassion, I have had the satisfying expereince of dealing with a call center whose script was VERY effective. It was a well designed ...
Key factors for small businesses in deciding to off-shore?
What are key factors for small businesses in deciding whether to off-shore their call centers or not?
Latest post:
Dec. 8, 2009
Hugues, 2 Groups
Hello Many business people like to think that because of the fact that offshore agents did not have US english accent, that simple fact will kill the ...
Most frequent reasons for outsourcing failure ?
Wrong vendors, hidden costs, cultural issues or something else?
Latest post:
Nov. 18, 2009
Vijay V, 2 Groups
The question here is most frequent reasons for failure - from the vendor's perspective 1) Customer not having a clear understanding of what they wo ...
Best Practices for setting up call center agent performance coaching programs.
What are best practices for setting up call center agent performance coaching programs?
Latest post:
Oct. 26, 2009
Nik Kellingley, 8 Groups
Not sure I'm wholly in agreement with anybody here. The first step for me, before beginning any coaching program is to work out the behaviours and ...
What are some strategies for reducing customer waiting times?
Few things rankle customers more than being put on hold by a contact center agent. Yet wait times are sometimes unavoidable when addressing customer needs. What are some strategies to reduce wait time ...
Latest post:
Oct. 26, 2009
Nik Kellingley, 8 Groups
In my experience long wait times boil down to a few key issues... 1. Not enough staff - this is rarer than it often appears on the surface but can ...
How is setting up an outbound call center different than setting up an inbound call center?
What should be the top considerations in setting up an outbound contact center for both collections and sales as opposed to setting up and running inbound contact centers? Different types of agent ...
Latest post:
Sept. 29, 2009
Jeffrey Guymon, 1 Group
Some great commentary here for you. To add to what has already been stated...and to speak specifically to 'Top Considerations' as you state, you real ...
Quality matters or what it's all about: hosted communication software for contact centers
In the era of informational technologies' break would it be crucial to be up to date with all the new features when each company must have its own website and all of us tend to have at least one acco ...
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Customer Service Group Founded: April 28, 2009
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