A white paper from e-Gain intriguingly titled “7 Habits of Effective Contact Centers” caught my eye. I found this article insightful, timeless and full of good reminders worthy or repurposing. Borrowing a theme from Steven Covey, the following suggestions are offered: Habit 1: Be proactive – embrace change and harness the power of new technologies. [...]
Become an instant expert with this Contact Center Glossary at your fingertips. Download it for free. Then bookmark it or print it out and put it under your keyboard for easy reference. Amaze your colleagues! Become your company's go-to-expert on all things contact center related. Get your copy now!
Speech recognition IVR has become increasingly effective. Accuracy rates have improved drastically and the processing power needed to support the servers has increased. Once impossible complex applications are now not only possible, your customers expect them! User acceptance is strong, automated voices are natural, more “human", making speech recognition the accepted standard of [...]
Touchtone, also known as DTMF or dual tone multi-frequency, has been the standard of interactive voice response (IVR) for years. Traditional touchtone IVR has its limitations, however. On average, 80% to 85% of callers prefer live representatives. DTMF is capable of delivering average self-service rates of 15% to 20%. For complex customer interactions, DTMF isn't [...]
The founders of a large outsourced call center for the health care and hospital industries set out to create a unique work culture, and they’ve largely succeeded. They don’t pay their employees any more money than other outsourcers yet they enjoy a turnover rate of less than 20%. Why? It’s all about making employees [...]
Training skills are absolutely vital in today’s global marketplace. Instead of training being viewed as a reward or punishment, savvy businesses and their centers are very aware that training is a necessary function. Why? Because they know their most valuable asset is their people! Maximizing, that asset is what training is all about. Happy, well [...]