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Contact Center Setup

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Feb. 18, 2012

Becky Mcginity and 1 other person answered this question

Is your call center using a hosted (cloud based) call center provider?

Hey Annie,
Let me share my experience with you. I have a medium sized business in Brisbane, Australia. My business is to provide cab facility to anyone in Queensland. People just need to call on my company’s support number. Hence a lot of calls (sometimes ... more

Cloud-based Call Center

Contact Center Productivity

Contact Center Setup

Contact Center Technologies

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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

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March 31, 2011

Jim Watson and 1 other person answered this question

What does it mean to be a multichannel contact center?

Hi Lauren,
A multi-channel contact center is a contact center (call center) that customers can reach via multiple "channels” such as, Email, Telephone, Web Portal, or even SMS, Social media tools, etc.
The advantage for the customer is that it makes their lives easy, because they can ... more

Customer Service

Information Technology

Sales

Contact Center Setup

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Feb. 16, 2011

Richard Piatkowski answered this question

What is a next generation contact center platform?

Next Generation Contact Centres are ones that embrace the latest technology and allow for Consumer 2.0 .... what do I mean? ....
Customers today want to contact you when they want to and how they want to. Times are changing and companies will no longer ... more

Feb. 5, 2011

Laurence Barrett and 11 other people answered this question

IVRs - love them or hate them?

Uttam, I still think there are bad for real customer service but pleased to see that they obviously fit what you want to do.
Regards more

Customer Service

Information Technology

Sales

Contact Center Productivity

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Dec. 20, 2010

Dave Donahue asked a question

What are some myths surrounding on-demand contact center solutions?

Customer Service

Sales

Contact Center Setup

Contact Center Solutions

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Dec. 15, 2010

Nicki Lewis asked a question

What are some examples of on-demand contact center solutions?

Customer Service

Sales

Contact Center Setup

Contact Center Solutions

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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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Dec. 9, 2010

Michael Barbagallo and 2 other people answered this question

What are some basic technologies for call centers?

Nicki:
Mr. Schmier's list is extensive. I would add a way to reach out to customers through outbound dialing that enable blending inbound and outbound agents. There are some rules you need to know before implementing outbound but it is still a viable CC technology.
Please be ... more

Customer Service

Information Technology

Sales

Call Center Metrics

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Dec. 7, 2010

Eric Britten and 1 other person answered this question

How do you develop a strategy for technology in a contact center?

This same question was asked by Paul Lin on November 19th and has three answers: http://www.focus.com/questions/customer-service/why-having-strategy-your-cont.... more

Customer Service

Information Technology

Sales

Call Center Technology

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Dec. 7, 2010

Eric Britten and 2 other people answered this question

Why is having a strategy for your contact center technology necessary?

I'll take the points that Mikael and Michael made to the next higher level. Michael points out why you need to have a strategy. Mikael addresses the need for strategy within the the larger context. Many organizations do not include technology in their strategic planning, ... more

Customer Service

Information Technology

Sales

Contact Center Setup

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Nov. 26, 2010

Carolyn Allen and 2 other people answered this question

How can I make my contact center more green?

Electronic storage of documents vs. paper-based files and binders is a savings in forests, as well as shelving costs, space allocated to tangible records, etc. You can also recycle electronic tapes for reuse and to purge them of data for security purposes.
Having healthful food and ... more

Customer Service

Information Technology

Sales

Contact Center Setup

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