Magazine article from our research archive:
|
|
Keeping your eyes on the prize - building responsive customer service call centers.
- Article from:
-
Business Communications Review
- Article date:
-
July 1, 1995
- Author:
-
|
Copyright informationCOPYRIGHT 1995 BCR Enterprises, Inc. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
|
The creation of a responsive customer service call center requires investments in automatic call distributors, voice messaging systems, interactive voice response systems and other technologies. Together, they empower call center agents to identify customers and their needs as well as address the needs of customers efficiently. However, these may be achieved only with a system that monitors and reports call center performance and activity on an on-going basis.
If there is one rule that dominates the reengineering of today's businesses and institutions, it is "The customer is king." Processes and procedures are being redesigned to support one overriding principle: to be responsive to ...
Related newspaper, magazine, and journal articles:
|
In call center management, customer service comes first
Managed Healthcare Executive;
May 1, 2006 ;
592 words
......Responsive customer service alone is a...phones in your call center, and how do...into a large customer-service call center in Columbia...population and your call center most likely...pledged to keep customer service top-of-mind...
|
|
Call center technology helps agencies improve customer service
Signal;
February 1, 2000 ;
700+ words
......of value-added call center systems and services...deliver better customer service and boost staff...technology in its call center. CIS has been...number for all its call center facilities, 1-8...ourselves on customer service and ...
|
|
13th Annual Call Center: Las Vegas conference & exposition. (The Great...
Customer Interface;
November 1, 2002 ;
700+ words
......Welcome a NEW Era of Customer Service Customer satisfaction...organization. Move On Up! Call Center 2003 Conference...thousands of other customer service professionals...career and your customer service organization to...process for putting customer ...
|
|
Trends in call center management and technology. (includes related...
Business Communications Review;
May 1, 1993 ;
700+ words
......putting pressure on call center managers to provide...Management Trends Call center management involves...technology management, customer service, sales and, probably...forecasting the future. Most call center managers are oriented...The metrics vary per call ...
|
|
BellSouth to Close Customer Service Call Center in Columbus, Ga.
Knight Ridder/Tribune Business News;
February 7, 2002 ;
417 words
......workers in its Columbus call center are being notified...Those affected will customer service representatives and...five are managers. The call center is inside BellSouth...aren't affected by the call center closing, said Debbie...Davis said the 74 call ...
|
|
Customer service is just 3 digits away in San Antonio.(311 call center)
Public Management;
December 1, 2006 ;
700+ words
......offer better customer service to their residents...technology, 311 call-center systems, can...maintained its own call center, work-order management...unifying the four call-center functions would improve customer service by lessening...routed to the 311 ...
|
|
GMAC to Open New Customer Service Call Center in Eugene, Oregon.
PR Newswire;
March 31, 1999 ;
341 words
......will open a new customer service call center in Eugene, Ore...director of GMAC's customer service activities. The...same sophisticated call-routing technology...first available customer service representative to...
|
 "The News & Record (Piedmont Triad, NC)")
|
CUSTOMER-SERVICE PLAN PROPOSED; COMMUNICATIONS DIRECTOR PAT BOSWELL WANTS...
The News & Record (Piedmont Triad, NC);
April 14, 2001 ;
700+ words
......figures a single call center could operate...have no special customer-service training. And...Boswell envisions call-center employees as...only one job: Customer service. Employees would...criticized the city's customer service, but she was...the need for ...
|
+(via+Knight-Ridder%2fTribune+Business+News) "The Dallas Morning News (Dallas, Texas) (via Knight-Ridder/Tribune Business News)")
|
Customer Service Call Center to Close in Fort Worth, Texas.
The Dallas Morning News (Dallas, Texas) (via Knight-Ridder/Tribune Business News);
March 13, 2002 ;
321 words
......Mar. 13--APAC Customer Services Inc...to close its customer service call center in Fort Worth...contracts to handle customer service calls for Atlanta-bas...Fort Worth call center to bigger APAC...remaining 46 call centers around...a national call ...
|
|
Focus on: Call center consulting and customer service automation
Telemarketing & Call Center Solutions;
January 1, 1996 ;
593 words
......companies, the call center is appearing...primary means of customer service. The telephone...still rely on customer service representatives...a 350-person call center in Europe reported...people who view a call center investment as...receptive to ...
|
|
|
Call Center Excellence: Critical Steps to First-rate Customer Service.
PR Newswire;
March 7, 2002 ;
492 words
......deliver first-rate customer service. Managing World-Cla...use to increase call center performance. Some...are on the top, call center representative...change and placed customer service first among its...handling times * Call center ...
|
|
CITY OF FRESNO IMPROVES CUSTOMER SERVICE WITH ONE CALL CENTER
US Fed News Service, Including US State News;
February 1, 2006 ;
229 words
......set a new standard for customer service with the launch of the City's One Call Center, providing residents with...the City of Fresno's One Call Center where trained customer service representatives will direct their call to the appropriate department...effective ...
|
See all results.
Or, try our
Advanced Search.
|