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Customer Service : Call Centers
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Customer Service In Call Centres: Call centre personnel require special talents to deal effectively with customers that are often on the verge of hostility. We have an article that offers advice on how to train your call centre personnel in customer service. There are also tips in this section that will help you win your customer's confidence. There are more articles in this customer service sub-section for your perusal.
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  • 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: 296 Rating: 0 Votes: 0)

  • 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: 246 Rating: 0 Votes: 0)

  • Reinventing The Call Center- Customer Service for the Digital World

     By NA - Call Centers have been the human interface point for years in areas like catalog sales and order-taking, telephone solicitation, and post-sale service (complaints and returns.) With the e-commerce boom, call centers have become even more important since they play these roles in organizations that may have no other physical presence or means for human contact. (Added: 18-Apr-2001 Hits: 286 Rating: 8.00 Votes: 1)

  • 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: 472 Rating: 7.20 Votes: 5)

  • The Top Ten Features To Seek To Knowledge-Enable Customer Support Software

     By Mark Anton - Consequently, customer support software is undergoing vast changes and now features an increased emphasis on problem-solving functionality, which, according to Anderson Consulting, comprises more than 60 percent of support center call length. Up until a few years ago, the technology focused primarily on call tracking and call logging functionality. (Added: 18-Apr-2001 Hits: 239 Rating: 0 Votes: 0)

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