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Dec. 8, 2011

Evan Hamilton and 5 other people answered this question

If you were starting a Contact Center today, what would you focus on?

At the risk of overlap with what other folks have said: people & culture would be the #1 focus for me.
Zappos has structure and tech in place, but their #1 advantages are dedicated people (they offer them money to leave during training, weeding out the ... more

Customer Service

Call Center Features

Call Center Management

Contact Center Setup

2 more topics

Dec. 7, 2011

Evan Hamilton and 1 other person answered this question

What are the benefits of a universal queue?

One huge benefit: there's one location to see if you're dropping the ball. Give one personal final bill-stops-here ownership, and at the end of the day it's easy for them to see if your company is hitting it's customer service goals. more

Customer Service

Operations

Call Center Features

Call Center Technology

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Jan. 8, 2011

Lee Crites and 5 other people answered this question

Have you deployed auto-answer/response technology?

If by "autoanswer" you mean a short interaction to get someone to the "right department," then there is actually a chance that might happen. You know, the "press 2 for sales, 3 for technical support, 4 to win the lottery, zero for the operator" kind ... more

Dec. 14, 2010

Niek Bosch answered this question

What's the call quality like when using wireless headsets?

Hi Mark,
I managed a 100 seat contact center and had my full staff on wireless headsets. Our Aspect set up was great and we had no issues what-so-ever with voice quality or disturbance.
This being a tech-support contact center, the wireless set up was great for ... more

Customer Service

Information Technology

Sales

Call Center Features

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Dec. 13, 2010

Lee Anne Wimberly answered this question

What role is your contact center technology playing in delivering business value?

Below is a link to a short video where Sprint describes the value they are delivering by training during idle time (via Knowlagent technology). A typical customer can cut shrinkage by 5-10% in this way.
http://www.knowlagent.com/resources/Video/Knowlagent-Sprint.aspx more

Customer Service

Information Technology

Sales

Business Value

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Nov. 11, 2010

Clint Wilson and 3 other people answered this question

What is the best way to start a 24-hr customer service function?

Bill, all the answers above are great in the sense they tell you some of the framework and I took these experts to heart a few years back when I started our SaaS email support service in Asia 24/7 at CnC Cafe' which now supports ... more

Customer Service

Sales

24 Hour Call Center

24 Hour Customer Service

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Oct. 22, 2010

Kirsi O'Connor and 1 other person answered this question

Has anyone built their own stay-at-home call center?

We have lots of customers who have built (small and large) call centers using our interactive voice response (IVR) software, Pronexus VBVoice.
Benefits: easier to find people, cheaper
Drawbacks: lack of control, more difficult to manage
I would recommend PC-based VoIP phones for the agents, it'll make ... more

Customer Service

Information Technology

Marketing

Sales

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Oct. 22, 2010

Kirsi O'Connor and 1 other person answered this question

Does speech recognition offer customers a positive experience?

We have lots of happy customers who have implemented speech recognition IVRs ranging from basic to very sophisticated. I agree with Willy that before deciding on a technology, it is useful to take a step back and carefully analyze who your callers are and why ... more

Customer Service

Information Technology

Call Center Features

Call Center Technology

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Oct. 19, 2010

William Sovie answered this question

How do I go about building a mutli-language telemarketing function?

Jeff,
At the risk of appearing to avoid directly answering your question, it depends. Depending on the complexity of your product/service offering, your customer service model and the markets you have just entered, it may be best to initially hire a third-party to design, execute ... more

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