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Do your agents compete against each other, each trying to see who can be more efficient and productive? Do they take every chance to sabotage others’ progress so that they can earn promotions for themselves? Are your sales, legal, and administrative departments constantly at odds with each other, unable to understand why the other departments […]

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It’s a fact. People are working with people in other countries, in other cultures, with different worldviews. Global communications  isn’t just being able to speak a language; it’s the culture, the unspoken values, the subtle cues, the assumptions, and the way people live. For the global contact center, the business using an offshore call center, […]

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This morning, Oracle announced that it is acquiring InQuira, a knowledge management software provider specializing in web self-service and agent service knowledge. Oracle did not disclose the financials of the deal, suggesting that the amount was not significant. Oracle expects the proposed acquisition to close by Fall of this year. Both companies will continue independent […]

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Summer’s in the air and that means it’s ripe time for marriages and acquisitions in the tech industry. The latest news–Verint, a provider of business and customer analytics, is acquiring Vovici, an enterprise feedback solutions provider for $60 million. Verint will incorporate Vovici’s EFM technology into its Voice of the Customer analytics platform. This acquisition […]

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Your customers are annoyed at you. When your call center agents do annoying things, it has a large influence on their perception of your business. For most customers, the only interaction between them and your company is through your customer service agents. Agents are the front line in keeping your customers happy, yet many companies […]

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Do you pay attention to your call center security? What if a former employee was able to collaborate with criminals, access your system, and take sensitive customer financial information? How many of your customers would be at risk? Thousands? Now think how many customers would want to stay with your business after losing their accounts […]

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How well are you training your staff? Service is one of the biggest factors that can determine the success of your business and the success of your call center. Look at the statistics: 68% of customers will switch brands based on a poor service experience – Gartner Group 92% of customers form opinions about a […]

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How many hours do you spend managing your call center employees? How much do you spend just trying to figure out schedules? How do you ensure that the right people with the right skills are in your call center when they are needed? What can you do to better manage your resources? You can put […]

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Call centers are a global industry. Where there are phones, businesses, and people you will find call centers. Yet, exactly how similar are all these multitudes of call centers? How different are call centers in each country? Can a business rely on a call center operating half way around the world to function in the […]

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In a Cornell University ILR School report titled The US Call Center Industry: Strategy, HR Practices, and Performance, the average call center turnover rate was 33%. That’s one out of every three employees leaving the call center. According to the report, the average cost to screen and train each new employee was $4,300. Your call […]

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