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The Snapshotz Online comparator is designed to serve as a guide for contact center management to get a view quick view of where their center sits vis-à-vis other centers in the same vertical worldwide. The comparator is drawn from data across the 400 plus centers that use Snapshotz as an audit and benchmarking [...] With much more of 2012 to go, the February issue of ‘Download’ is packed with valuable information enable you to drive the year forward! Megatrends for 2012: Contributions from Rod Jones an industry veteran of 35 years and our partner in South Africa A white paper published by the Contact Center Pipeline on [...] Call center audits or assessments generally cost $30,000 to $50,000 or more. Today the Taylor Reach Group has partnered with Customer Audit Services to deliver the first and only SaaS based audit services called Snapshotz. More than 500 companies across all verticals have deployed Snapshotz and now you can to. Measure your call center across [...] Effectiveness Indicators – First Call Resolution, Calls / Resolved Turaj Seyrafiaan In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. Everyone agrees that this is an important [...] A new study, “Help Desk Efficiency Report 2010,” from 1E, a software/services company found a remarkable number dysfunctions in the Help Desk of the 1,000 plus IT professionals who participated in the study. These challenges include: * 44% of users feel that ordering software from their Help Desk is inefficient and time consuming, * 2/3 [...] By Colin Taylor As many of our regular readers will know I have been in this business for more than a few years, having started by selling magazine subscriptions through outbound calling for a Toronto based Service Agency in 1976. The industry has changed significantly since this time. The essence of the services being delivered [...] A South Western Ontario based, 60 seat call center, in business for ten years is looking for a buyer. The company has a high quality reputation for providing serious technical support and customer service to clients across the US and Canada. Also capable of outbound lead generation, surveys and sales. Current contracts in place are [...] |
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Call Center Consultants - Contact Center Consultants |
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