Ways to Improve Customer Service How well do you look after your customers? Most companies probably think they do a good job, but the addition of technology into large, national call centers has caused many organizations to focus on technology solutions as opposed to people solutions. 1. If your call center uses a feature where a customer can leave a number where they can be reached by the next available customer service representative,...

Measuring ROI on a Call Center Investment Traditional ROI calculations use the level of profit generated by an asset divided by the value of the asset and expressed as a percentage. That’s fine but when we seek to ascribe a value to non-profit generating assets we need to look at ways in which we can quantify the value that the call center is contributing to overall business operations. Call center data management and manipulation has lent itself particularly well to KPI metric and Balanced Scorecard methodology. KPI/Balanced...

What Is Contact Center Outsourcing? Is It Something That You Should Know About The last time that you purchased something, did you happen to see on the bottom of the label an 800 number that you can call to find out information about the product or other products or services that the company offered? Or the last time that you traveled and had a question regarding the tickets that you had purchased, were you referred to and given a number...