About virtualcallcenter
Website: http://www.mobileexpresscontactsolutions.com
virtualcallcenter has written 60 articles so far, you can find them below.
Home-Based Agents Does not Put Down Quality
Contact centers are not quite as “central” as they used to be. The old cliche of a big room full of representatives handling phone calls is starting to come apart, thanks to technological developments and to the critical need for new sources of labor. Remote agents and virtual centers are a small but growing component Read More… »
Posted February 28, 2011 at 6:57 pm no comments
Integrating Workforce and Quality Management
The centrality of customer satisfaction is a given in today’s ultra-competitive environment. However, the focus on service quality in contact centers slows behind the rest of the business world because these organizations were developed primarily to serve customers in a cost-effective way. Even today, contact centers have become familiar with complex quality management systems designed Read More… »
Posted February 27, 2011 at 7:12 pm no comments
Most Effective Techniques for the Multi-Channel Contact Center
Sometimes, just operating the phones in a contact center can be complicated enough. As more contact selections become much available to customers, businesses are hard pressed to develop new best practices to tackle the multiple-channels now found in contact centers. Industry professionals handling with multimedia contact centers were asked what best practices they developed after implementing Read More… »
Posted February 23, 2011 at 7:02 pm no comments
Multi-Channel Customer Service
Multi-channel customer service means service consistency across channels. A high-value customer with a high service-level effectiveness, who received top priority in the phone call center (for example, a hold time of less than one minute), would receive the same high priority in email processing (for example, a response within thirty minutes). Furthermore, service agents, regardless Read More… »
Posted February 21, 2011 at 7:44 pm no comments
Evaluating the Level of Service
Companies should move to an end-to-end process level metric on customer satisfaction such as First Attempt Resolution (FAR) – that covers all touch points including contact centers. The role of contact centers should be viewed in a holistic manner with greater emphasis should be laid on team level or process level metrics rather than agent level Read More… »
Posted February 16, 2011 at 8:00 pm no comments
Selecting the Best CRM Solution
Today, companies are seeking ways to ensure that they will realize a valuable return on investment from their CRM system. To achieve this, companies must have a clear understanding of what information they want to gather and how the CRM system will be used to capture and analyze data to make further improvements in customer Read More… »
Posted February 14, 2011 at 6:31 pm no comments
The CRM Theory and the Art of Profit
Management and economic theory teaches us to examine options with relative scientific objectivity to determine the most efficient and profitable processes to increase revenue. Simply put, we look for the quickest and most effective way to make a profit. What does economic and management theory teach us about CRM? A psychologist named Frederick Herzberg, found Read More… »
Posted February 13, 2011 at 9:43 pm no comments
Enhancing Agents Performance through Training and Monitoring Systems
Improving agent performance represents the most critical task in any contact center, and the most competitive organizations employ a wide variety of methods to evaluate customer interactions and train their personnel in an effective manner. Side-by-side Coaching Side-by-side coaching follows the most fundamental approach for training and improving agent performance. Supervisors basically hang over employees, or Read More… »
Posted February 8, 2011 at 11:03 pm no comments
Centralize Your Facilities Management Process
To create and maintain an efficient working environment is one of the largest continuing costs of operations that a company has to bear, and facility management department is a division who assigned to ensure that services are delivered in a way that contributed to productivity of public or staff who utilise a facility, maintain and Read More… »
Posted February 6, 2011 at 6:11 pm no comments
Winning Back Customers
Winning back customers is not a direct task, especially in today’s world of consumer choice. The starting point should always be to actually know which lapsed customers are actually worth seeking to win back. The Actual Data The key is to take all available customer data, to fully understand the individual behavior and then apply Read More… »
Posted February 3, 2011 at 6:07 pm no comments