Creativity—the Key to Success for Small Call Centers
Size does matter, but it doesn’t have to count against your call center. Small centers face obstacles that larger operations take in stride, but such simple shifts as knowing where to be flexible and when to go by the book can yield big success. READ ARTICLE
Cross-Selling and Upselling: Translating Sales into Service
Making a successful service-to-sales transition requires cultural and process changes—from hiring the right agents to providing effective training and offering motivating rewards. READ ARTICLE
The Science of Agent Selection: Assessment Tools Help Centers Find the Right Fit
Facing a tightening economy, nearly all business operations—including call centers—are looking for ways to cut costs. Companies that are working new assessment tools into their hiring strategies are seeing a significant dent in the cost associated with agent turnover, as well as improved quality and performance. READ ARTICLE
Spoken User Interface Design: The Elements of Style
In this excerpt from their best-selling book, How to Build a Speech Recognition Application, EIG’s Bruce Balentine and David Morgan touch on the unique application design issues surrounding speech-enabled IVR systems. READ ARTICLE
Egg Customer Service Call Centre
John Jennick, Egg’s head of customer experience measurement, describes how capturing customer feedback during “moments of truth” has enabled the English bank Egg to create customers for life. READ ARTICLE
Secrets of Recruiting Success
Best practices in call center recruiting from LIMRA International’s Malcolm McCulloch. READ ARTICLE |
