2005 Newsroom
- 19 Dec 2005
The Contact Center Industry 2005 - Some Observations and a Prediction
A snapshot of the contact center industry as we enter 2006 brings into focus some interesting points.
- 06 Dec 2005
There is a Way to Collect More Money and Reduce Bad Debt
Across the board A/R departments face the same basic challenge - collect more money and reduce net bad debt. Companies issuing regular monthly statements to their customers, however, often find themselves chasing dollars after every billing cycle. Is there any way for credit professionals to improve the ability of their collection centers to pull in more dollars owed?
- 19 Sep 2005
Performance Scores: Do They Really Tell Contact Center Managers What They Need to Know?
What's important isn't being measured by your internal process but by your customers. Without a consistent way of linking performance scores to Customer Satisfaction (CSAT), performance is basically measured for performance sake, with little possibility of generating data useful for improving ROI.
- 05 Sep 2005
Off-shore Outsourcing: Prepare Before You Dive In
- 13 Jul 2005
Using Six Sigma to Build Success into Contact Center Operations
The contact center enviornment presents a number of limitations to meaningful, statistical measurement - can Six Sigma effictively be applied to improve contact center operations? Without a doubt - when an appropriate framework is used to guide its application. Case Study: Carlson Leisure Travel Services provides results and practical application support for this presentation/article.
- 29 Jun 2005
Outsourcing Off-shore: Getting Your Ducks in a Row Before You Send Them Overseas
Taking all or a part of an operation off-shore is a major business decision. Tap into the savvy and expertise of a global contact center consulting firm for a practical overview of the essentials, including: Cost/Benefit Analysis; Selection of Vendor; Site Selection; and, Transition Requirements/Planning.
- 07 Feb 2005
Discovering the Missing Link Between Quality Monitoring and Customer Satisfaction
Published: ContactCenterWorld.com and Call Center Times.com
The goal of Quality Assurance functions is to provide information and data that can be used to improve performance without sacrificing a high level of customer satisfaction. The key to increasing the ROI of these functions lies in the ability to objectively calibrate the consistency of all staff scoring agent-provisioned activities, resulting in effectively linking the information generated with customer satisfaction (CSAT) data.
