Have No Fear: Home-based Agents Meet Highest Quality Standards
Let’s face it: the term “outsourcing” can strike terror in the hearts of those who thrive on control. Some managers are cautious about trusting the very heart of their business, customer service, to people they can’t see or touch. It’s a common but unfounded concern. In fact, virtual call centers guarantee quality in exactly the same way as traditional centers. www.tmcnet.com/1087.1

Assessing IT’s New Role
It’s remarkable that in today’s high-tech communications environment, businesses are discovering that many contact centers continue to operate at suboptimal levels. Case in point: one financial services company has managed to turn “press zero to talk to a human” into not just a selling point, but a major advertising campaign. www.tmcnet.com/1088.1

First Call Resolution and Offshoring Study Results
Customer satisfaction is crucial to customer loyalty, positive word of mouth, and return on investment, as we all know. A new study released recently from CFI Group reports that (yet again) first call resolution has the most impact on customer satisfaction, and therefore, their loyalty and likelihood to recommend. In this study, across all industries measured, almost a fifth of all callers hung up with their issue unresolved. Of those customers who didn’t have their issue resolved, 68 percent are at risk of defection (43 percent said they’d definitely defect; 25 percent weren’t sure). www.tmcnet.com/1089.1

Want to the learn more about call centers and CRM? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the contact center industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders who, in turn, receive qualified sales leads from interested parties. Visit www.tmcnet.com/tmc/whitepapers.