How do you strike a balance between frustrated users and frustrated call center agents?
Our company are currently busy with various Customer Centricity Projects. From a People Adaptation point of view - whilst these projects are yet to roll-out - how does one strike a balance between frustrated customers versus frustrated call center agents?
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| Apr 24 2008 7:29 PM GMT
| asked by
CRM Ask the Expert
Call center agents, Call center management, Call Center
Looking for suggestions for reliable outsource partners for inbound calls
I am in the completing an RFP. I need to submit this to various outsourcers. We are primarily an inbound call center with very simple needs. I am having a hard time finding a list of outsource companies in the USA to submit the finished RFP. Do you know where I can get a list of the "best"...
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| Apr 24 2008 7:22 PM GMT
| asked by
CRM Ask the Expert
Call center outsourcing, Call center management, Call Center
What are the cost elements in setting up a Call Center operation?
I wanted to know what are the various cost elements (in details)to be covered in setting up a call center operation. Thank you.
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| Apr 24 2008 7:21 PM GMT
| asked by
CRM Ask the Expert
Call Center, Call center services, CRM
What is a “normalized” Average Handle Time (AHT)?
What is a "normalized" Average Handle Time (AHT) and what is a good method of working one out?
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| Apr 24 2008 7:18 PM GMT
| asked by
CRM Ask the Expert
Average Handle Time, Call Center Metrics, Call Center
Need your advice on Contact Center startup business
I'm in the middle of an offshore contact center start-up and need some advice on what it would take to gather new business to ultimately succeed in the business primarily having clients in N. America. We are considering BPO services on top of contact center services.Let me give you a little...
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| Apr 24 2008 7:15 PM GMT
| asked by
CRM Ask the Expert
Call Center, CRM services, BPO services
Call Center regulations in Canada
If you are a Canadian Call Center processing US Credit Cards for US residents over the phone for another reseller do you have to be PCI compliant?Assume no software is hosted or stored on premise bit is done by a 3rd party based in US.What regulations does the Call Center fall under?
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| Mar 24 2008 1:15 PM GMT
| asked by
ITKE
Channel, Call Center, Call center outsourcing
Call Center Abandoned Calls metrics
Why is it important for a call center to measure abandoned calls ratios?
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| Mar 18 2008 12:39 AM GMT
| asked by
Vincentblake2001
Service desk management, Call Center Metrics, Call Center
Occupancy percentage in call center operation
what is the difference between utilisation and occupancy in an inbound campaign?how to calculate occupancy percentage?
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| Nov 23 2007 7:37 PM GMT
| asked by
Svachaspati
Call Center, Call Center Metrics
Data Center Builds
Does anyone have any ideas on how to get involved with build outs for data centers from a telecom perspective. My company is looking for opportunities to build out our network but I need to be able to present them with the scenario. I realize this might sound like a "sales" message or...
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| Jan 9 2007 4:48 PM GMT
| asked by
lejoneric
Budgeting, Business/IT alignment, Compliance
Laptop Security (Remotely)
Hi,I am an Information Security Consultant. We want to monitor all activities done by Laptop Users when they are working offline. Can somebody suggest a tool which can push all logs on server while a user is working offline. We have banned USB sticks in our office and also all email activity is...
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| Apr 12 2006 7:20 AM GMT
| asked by
Tarang
Budgeting, Business/IT alignment, Compliance
Capture screen w/scrolling marquee
My company uses a 3rd party software. There's one screen that has a few graphs and a few lines that scroll across the screen. Similiar to a Screen Saver's Scrolling Marquee. They redesigned the software and this screen will no longer exist. I would like to capture this screen w/scrolling...
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| Mar 7 2006 2:48 PM GMT
| asked by
drew6522
Project management, Career development, CRM
Domain Admin Group
Does anybody know of a way to search our Active Directory to see what users are part of the Domain Admins Group. If so, what software and where do I get it.Thanks
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| Feb 14 2006 1:42 PM GMT
| asked by
vman66
Certifications, Training, Call Center
Outlook - creating Contact Lists under one main List
I'm using MS Outlook 2000 SP3 (9.0.0.6627). My company has about 1,000 customers/offices that we support. I'm working on a project and need to keep track of my contacts at each office. I first need to put all of the offices I contact into one large group. Each office is different. Some have one...
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| Dec 8 2005 9:12 AM GMT
| asked by
drew6522
Project management, Career development, Certifications
Help
What does "DOU" mean?
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| Aug 30 2005 3:51 PM GMT
| asked by
daniellem
AS/400, Database, Career development
Stop Error (C000021a)
I am receiving this stop error(C000021a) "windows logon process system process terminated unexpectedly" with win 2000 server. Safe mode and Last Known Good Conf. works fine. Is there any solution without reformating the HDD? I have ERD with me. Will that help me?Any advise on this would be highly...
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| Jun 7 2005 3:29 AM GMT
| asked by
BinooDas1234
DataCenter, Data center operations, Physical security
Transfer Report from AS/400 to PC
Is there any utilities/tools that can help me to create a program on AS/400 (CL program) to transfer the reports that are created at a certain output queue on AS/400, transfer them automatically to a specific folder at PC side so as to be opened with any application at MS Windows, keeping the...
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| May 10 2005 10:30 AM GMT
| asked by
qawasmeh
AS/400, Tech support, Help Desk
HELP
I'D LIKE TO ASK HELP IN PROGRAMMING ESPECIALLY IN VISUAL BASIC.PLS SEND ME UPDATES ON DATABASE PROGRAMMING, INTERNET AND OTHER RELATED AND IMPORTANT KNOWLEDGES. THANKS.
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| Apr 14 2005 11:59 PM GMT
| asked by
tazzygurl
DataCenter, Software Quality Assurance, Tech support
2 quick questions: 1st on reports and 2nd on Call Disposition (Term codes)
I have two basic questions:1st, what is the difference between canned and Out-of-the-box reports?2nd, I am facing a challange to measure call center performance and call center statistics for various customers, products, and agents based on call types that an agent receives. I am looking for some...
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| Apr 4 2005 6:01 PM GMT
| asked by
Convermation
DataCenter, Data center operations, IT architecture
Linux based CRM systems
I know several companies are working on Linux based CRM systems, but are there any commercial grade complete CRM products available on the market today (March 2005)?Thanks
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| Mar 11 2005 1:19 PM GMT
| asked by
Japaninsider
Linux, CRM, Data analysis
Calling an application from Avaya
I'm an "E-learning Specialist" who has recently taken a job at a call center which uses Avaya. The center wants me to set things up so that e-learning is delivered automatically (it "pops up")whenever there's a sufficient drop in call volume. I know that Knowlagent has this functionality, but I'm...
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| Feb 17 2005 2:16 PM GMT
| asked by
wiserd
Call Center, Avaya
