Contact Centers

What's the best VoIP phone system?

Outsource

Michael Forrester and 16 other people answered this question

Jan. 12, 2012

First I would like to thank you all for the response to this question as this string helped me when I made the decision to look at a hosted phone system. Although I initially jumped the gun on a purchase I did an extensive amount ... more

Information Technology

Alex Neir answered this question

Jan. 11, 2012

Will a merchant account provider permit a company to use a third party to process credit cards?

Joseph,
You should speak with another merchant service provider. Some providers have specific policies with regard to third party transactions and do not allow them. This is a practice that is very common and not a violation of Visa/Master Card guidelines.
One thing to keep ... more

Finance

What are some of the difficulties you have encountered in addressing call center attendance issues? Any resolutions (or not)?

Credit Card Processing

Tamika Drake asked a question

Jan. 3, 2012

Attendance

Call Center Management

What are the disadvantages of call center automation?

1 more topic

Netraa Rajendran asked a question

Jan. 2, 2012

Call Center Automation

What are some ways to increase customer service satisfaction in my call center?

Evan Hamilton and 2 other people answered this question

Dec. 7, 2011

As folks have already said, there are a lot of ways to do this, and to a certain extent it depends on your organization. That said, we've pulled data from hundreds of UserVoice Helpdesk accounts, and it was pretty clear to us that answering quickly ... more

What are the benefits of a universal queue?

Customer Satisfaction

Evan Hamilton and 1 other person answered this question

Dec. 7, 2011

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

What is the best way to calculate the calls per customer CPC?

Operations

Call Center Features

Call Center Technology

5 more topics

Scott McKinley and 2 other people answered this question

Dec. 6, 2011

Raza,
You may want to update your formula slightly as follows:
# calls answered @ IVR (do not include calls that flowed from the IVR to the agent)
PLUS
# calls answered by agents (do not use "offered" since it includes abandoned calls...many abandons lead ... more

Michael A Brown published a post

Nov. 14, 2011

A Letter From Phone Mail Prison

Sarah Hedayati asked a question

Nov. 8, 2011

What are the most important call center management roles and responsibilities?

Call Center Management

How do I go about setting up an outbound call center in Malaysia?

nick coburn asked a question

Nov. 6, 2011

Marketing

Call Center Consulting

We have 3 centre 1 is having 100 seats and rest of 2 centres has 50-50 seats.
Having around 5 yrs experiences and having experience Inbound/Outbound process and looking for some US/Uk Inbound Process. Please let me know if you can help us in this regards. ... more

Amar Verma and 8 other people answered this question

Oct. 29, 2011

Call Center Companies?

Inbound call center services?

Outsourcing

Amar Verma and 10 other people answered this question

Oct. 29, 2011

Do you find call center employees avoid calls?

Stephen Jacks and 1 other person answered this question

Oct. 29, 2011

I managed call center employees, at several major companies. The phone tree the customer enters usually asks identifying info but the employee that answers the phone has to type the info into the CRM application. The unhappy customer will flag dissatisfaction with the tech that ... more

Iris Sasaki and 4 other people answered this question

Oct. 11, 2011

Should I pursue a career in project management or call centers?

It seems the question is more, "which is most relevant to your life's journey?" This is a question only you can answer. You seem to be an introspective type of person and the answer would be very important to you. Consider scheduling a time for ... more