11th Annual MVP Quality Awards
With the Customer
[email protected] Solutions' 2003 Quality Awards, we celebrate eleven years of the
continual refinement of the methods, the technologies and the human quest
for smarter, more efficient business services and communications that now
come to define the contact center. These contact centers exist to get the
job done while respecting the wishes and serving the needs of both the
business world and the consumer world, providing both the technical and the
human sides of CRM.
Seven Myths Of Outbound Telemarketing After DNC
By Tim Searcy, American Teleservices Association
Don't think for a minute that I believe the national do-not-call list is
here to stay. There is no doubt in my mind that the United States judicial
system will strike this regulation down as unconstitutional. As monumental
as that day will be, the reality still exists that the future of the
teleservices industry is not faced with 'business as usual.' Throughout the
past year, numerous internal pundits, as well as the mainstream media, have
been prognosticating on the future of our industry.
E-Learning And Quality - A
Marriage Made In Heaven
By Scott Shute, etalk
Ask a contact center manager to name the top five problems in his or her
contact center and the manager will almost always mention agent turnover.
While there are many reasons for this problem, overall employee
dissatisfaction is usually at the top of the list. Managers often complain
that training is not sufficient or relevant to their day-to-day interaction
Approaching Training From
The Human Side
The fallout from corporate scandals over the past few years has placed a
great deal of emphasis on promoting responsible corporate leadership, while
largely ignoring the mechanics of bringing workforces into compliance with
today's complex and varied regulations. Employees may be committing breaches
of security, confidentiality, business ethics or industry regulations
without even knowing it, while following time-honored business procedures.
Improving Customer Loyalty Through Proactive Communications
By Ben Levitan, EnvoyWorldWide
'Improving customer loyalty' has been the traditional mantra of the call
center since inception. As economic and regulatory pressures continue to
squeeze the enterprise, however, the need to ensure customer satisfaction
has reached a tipping point and has made the art of customer communications
a tenuous proposition. Too often, customer service professionals are
consumed with efforts to put out the fires of dissatisfaction, spending the
majority of their time resolving customer complaints and problems. Few call
centers have embraced the idea of proactive customer care ' the ability to
reach out to customers before they have a chance to become a frustrated and
dissatisfied incoming caller.
Real-Time CRM: A Competetive Advantage Today, A Competetive Imperative
By Ross Sedgewick,
Siemens Global eCRM Solutions
Lost productivity, lost sales and lost customer satisfaction all make a
compelling case for addressing customer issues as quickly as possible by
bringing the right people and information to the discussion on the first
contact. Ideally, this should be achieved with zero latency in 'real-time'
to ensure customer satisfaction.
Providing Quality Web-Based Customer Service
Michael Lough and Dr. James Lester, LiveWire Logic, Inc.
Companies around the globe need to address the changing face of customer
service. With customers expecting instant gratification from the Web, every
company is faced with the challenge and the opportunity to provide customers
with a less expensive alternative to person-to-person, or 'live,' contact.
Attractive Offshore Location
By Tim Parry, Associate Editor,
Customer [email protected] Solutions'
This month, the Executive Spotlight focuses on Edward L.
Rucinski, senior vice president and general manager of CRS & International
Divisions, Dictaphone Corp..
By Nadji Tehrani
In this issue, Nadji Tehrani explains why a
call center should, and how it can, set up CRM division to improve overall
By Rich Tehrani
Speak with any contact center manager, and though many of their practices
and opinions may differ, most will agree that the biggest problem in any
contact center is agent retention and turnover, followed by customer
Customer [email protected]
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