Voices of CRM:

call centers

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November 2, 2012  7:50 PM

Hold the phone: Report says companies not measuring cost of customer channels



Posted by: Albert McKeon
call centers, mobile sales

It's wise to pinch a grain of salt on any study released by a software or service provider. With that said, it's worth considering one bit of data in a report issued this week by Dimension Data, an IT service provider in Johannesburg, South Africa. The report said that contact centers aren't...

March 30, 2012  7:09 PM

Tweeting about the health of the call center



Posted by: Albert McKeon
call center agents, call centers, CRM, Mobile CRM, Twitter


June 24, 2011  6:36 PM

Are your call center agents having relationship problems?



Posted by: Rosecafasso
Add new tag, call center agent, call center management, call centers

The old adage about the customer always being right is baloney, according to John Goodman, a call center industry consultant. Sometimes they are dead wrong. But you still have to take care of them. Goodman claims that The Clorox Co., makers of Clorox Bleach, get customer inquiries about why the...


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