Erfolgreiches Contactcenter Posts - TopicsExpress

Simulations - Simulations are not new. A lot of companies have
Simulations - Simulations are not new. A lot of companies have simulation types of solutions. The key is making sure they represent real life examples...

Look Under The Hood! - Somebody who was looking at IP PBXs should
Look Under The Hood! - Somebody who was looking at IP PBXs should look under the hood. There are a lot of promises of what the systems can do, but the...

What Can An agent Do? - To automate the solution you need to have
What Can An agent Do? - To automate the solution you need to have a process or a strategy in place; from that you can be more competitive in your envi...

Auto Pilot Mode - Make sure your agents check they are able to
Auto Pilot Mode - Make sure your agents check they are able to deal with a call before taking down too much information. For example, when we called ...

âNicenessâ Alone Doesnât Create Customer Loyalty? - Being nice
âNicenessâ Alone Doesnât Create Customer Loyalty? - Being nice over the telephone is absolutely essential â it emphasises your organisationâs car...

Take Care When Using CLI/ANI! - Some companies using Calling Line
Take Care When Using CLI/ANI! - Some companies using Calling Line Identification (abbreviated ANI in the US) have agents start the call by saying âGo...

Avoid The âKnee Jerkâ Reaction - As a manger of a contact center
Avoid The âKnee Jerkâ Reaction - As a manger of a contact center there is always the risk that your team may feel you are not involved enough, but h...