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Is Your Website a Call Center Tool? Millennial Myths & The Call Center, News, Views and “How to’s” In This Issue Is Your Website is a Call Center Tool? Millennial Myths & the Call Center By Colin Taylor Coming Events Call Center Wishes Can Come True…No Genie Required Trends for 2012 from Snapshotz & [...] We have just posted a new Talking Call Centers video on our Call Center Channel on YouTube, featuring Rosetta Carrington Lue, the deputy managing director who oversaw the city of Philadephia`s launch of the 311 service. During the interview with [...] Terasen Gas has announced their new call center in Burnaby BC. Taylor Reach executed a site selection project Terasen Gas and other projects including technology acquistion, and multi-channel strategy. Read the In-Sourcing Case Sudy here We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here… Question: Can you briefly describe the “to do’s” and “not to do’s” when managing a contact center as a part of the customer satisfaction? Answers: One of my matras [...] The financial costs for an 80% FCR rate: if your average call (or contact) is $5 at an 80% FCR your average resolved contact on first call will cost you $6.25 or 25% more than your cost per contact. Of course those whose issues were not resolved will call back and once again they will receive an 80% [...] By Turaj Seyrafiaan In the last Indicators post we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Although each indicator provides different information, [...] |
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