Magazine article from our research archive:
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Call Centers: Doing More With Less: Why hosted call centers have FI executives rethinking outsourcing.
- Article from:
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Bank Technology News
- Article date:
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June 1, 2008
- Author:
- Sisk, Michael
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Copyright informationCOPYRIGHT 2008 SourceMedia, 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)
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Even in times of economic difficulty two facts of business remain: customers still expect good service, and companies cant afford to lose them. Financial institutions may need to squeeze costs out of the enterprise as aggressively as possible, but ideally not so far that customers notice. It still costs more to acquire the average customer than to keep him, which means FIs cut back on customer service at their peril.
A logical area to look to improve on service and costs is the call center, which continues to bedevil FIs. Keeping up with the technology is no small tasknor is it cheap. Yet at many institutions the last big upgrade was 10 years ago, leading up to Y2K. The ...
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In call center management, customer service comes first
Managed Healthcare Executive;
May 1, 2006 ;
Miller, Julie;
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...
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Call center technology helps agencies improve customer service
Signal;
February 1, 2000 ;
Houghtaling, Pamela A;
787 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 ...
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Trends in call center management and technology. (includes related...
Business Communications Review;
May 1, 1993 ;
Klenke, Maggie;
787 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 ...
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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 ...
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13th Annual Call Center: Las Vegas conference & exposition. (The Great...
Customer Interface;
November 1, 2002 ;
787 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 ...
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 "The News & Record (Piedmont Triad, NC)")
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CUSTOMER-SERVICE PLAN PROPOSED; COMMUNICATIONS DIRECTOR PAT BOSWELL WANTS...
The News & Record (Piedmont Triad, NC);
April 14, 2001 ;
Andron, Scott;
711 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 ...
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Focus on: Call center consulting and customer service automation
Telemarketing & Call Center Solutions;
January 1, 1996 ;
Fredrickson, Dick;
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 ...
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Nortel Networks launches Symposium Call Center Server 4.0; New features...
M2 Presswire;
December 15, 2000 ;
766 words
......launches Symposium Call Center Server 4.0; New...foundation for customer service excellence (C...while increasing call center agent productivity...ensuring high-quality customer service, said George Despinic...efficiently manage call center operations ...
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CompUSA Announces Call Center Enhancements; - New Technology to Help...
PR Newswire;
October 21, 1999 ;
490 words
......to its Plano-based Call Center Services facility...Spectrum Integrated Call Center System, which also...will provide CompUSA Call Center Services with the...information and customer call history about customers, via a screen pop to call center ...
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Roads and Transports Authority announces launch of call center to enhance...
Al Bawaba;
March 13, 2006 ;
442 words
......announced the launch of its call center that aims to significantly enhance customer service by providing broad-based...objectives. Setting up this call center will perfectly complement...travel within Dubai. The call center will serve as a central...with Etisalat to set ...
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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 ...
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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...
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