Taking The Lead In The Customer Satisfaction Game

By K. Jackson - Create surveys that demonstrate how successfully your call center serves customers. (Added: 18-Apr-2001 Hits: 1600 )

Reengineering call centers: Reengineering and Continuous Improvement

By Jeff Hiatt - Business Process Reengineering (BPR) offers call center managers opportunities for operational improvements and cost savings. In many call centers, both Customer Service and This paper summarizes the challenges for call center managers today in the areas of operating costs, service levels and new technology, and discusses the potential for reengineering to allow managers to break out of the traditional cost vs. service trade-off. (Added: 18-Apr-2001 Hits: 1317 )

Coaching and Developing Call Center Staff, JJ, Lauderbaugh

By JJ Lauderbaugh - In this fast-paced, shrinking world, call centers and other pockets of people answering phones, have become a way of business life. In developing tomorrow's work force today, managers are finding that coaching call center staffs to take full responsibility for customers' experiences is a necessity. It increases productivity and company and department images. It also helps to maximize sales, and retain internal and external customers. (Added: 18-Apr-2001 Hits: 2329 )

Winning Customers' Confidence

By Lee Holman - Customer relationship management requires you to earn customers%u2019 trust and to strengthen their confidence in your company. Here%u2019s how the latest CRM software can help you to achieve these goals. (Added: 18-Apr-2001 Hits: 1692 )

How Do I Deal With Angry Customers?

By Dave Taylor - This question and answer article speaks to those call center support persons. See how the author proposes you deal with angry, sometimes irrational customers. Learn how to get through the tough customer interactions. (Added: 28-Mar-2006 Hits: 562 )

Credit and Collections Call Centers Focus on Service

By J. O'Herron - Here%u2019s how credit and collections call centers apply the concept of customer service to the way they manage inbound and outbound calls. (Added: 18-Apr-2001 Hits: 1399 )

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