Call centers don't just record your words — they can also analyze your emotions. And then some.
Pittsburgh Post-Gazette — Admit it, you dread calling a customer service rep to help you with your malfunctioning internet service. Tensions rise, the call itself can feel like an eternity and sometimes your issue isn’t resolved at all. But that could change with help from a familiar, if not mundane, phrase:
“This call may be monitored or recorded for quality assurance.”
Despite recent closings, Maine’s call center jobs remain steady
BDN Maine - Paul Stockford - March 4, 2012
BANGOR, Maine — With call centers in Maine opening, closing and changing hands at a rapid clip, there may be a perception that it is a volatile industry.
Market Demand for Analytics
Blog.CRMXchange.com - Paul Stockford - March 4, 2011
The first decade has seen steady growth in market demand for analytics solutions of all descriptions as evidenced by the results of the annual survey of contact center end-users conducted by Saddletree Research in conjunction with the National Association of Call Centers (NACC). An offshoot of the Call Center Lab at The University of Southern Mississippi, the not-for-profit NACC...
FurstPerson Call Center Hiring Solutions Optimizes the Hiring Process for Strong ROI
TMCnet.com - Susan J. Campbell - February 7, 2011
Call center hiring is one of the most important steps within the call center to ensure optimal performance. This industry is notoriously famous for high attrition, low employee morale and exorbitant recruiting and training costs as a result of that high attrition. In a recent FurstPerson white paper , the introduction of a new product to address the challenge of agent turnover in the call center was examined.
11 Tips to Conquer Contact Centers
DestinationCRM.com - Koa Beck/Paul Stockford - September 2010
Paul Stockford asks a lot of questions.
In his role as the research director of the National Association of Call Centers, Stockford surveys the association’s membership about changes in the industry and advances in technologies and processes. When it comes to improving efficiency and increasing return on investment (ROI), Stockford notes, agent performance is always atop the list, but a new player is taking on a more influential role.
Tax on Offshore Call Centers - A Bad Idea
CIORant - George M. Tomko - June 7, 2010
Apparently, there is no shortage of ways to generate revenue for cash-strapped government programs. Now we hear of New York Senator Charles Schumer’s idea for a 25 cent tax on calls to offshore call centers.
Stressed and Distressed
DestinationCRM.com - David Butler - February 2010
Stress can be a killer. Sure, it’ll raise your blood pressure—but did you ever realize it can lower your customer satisfaction scores? The tension your customer service representatives (CSRs) are living through...
The State Of The U.S. Contact Center Industry
Global Corporate Xpansion - David Butler - 2008
Prior to the 2008 recession, the contact industry commonly referred to itself as “recession proof” based on historical data and historical recessions. This very deep and prolonged recession has shown that the contact industry can, and is, impacted by the recession. The contact center industry; however, has proven itself “recession resistant” considering that it continues to thrive, though not at the same levels prior to 2008.
The University of Southern Mississippi and the NACC Establish a Contact Center Test Bed Facility
Research Update - Paul Stockford - August 20, 2008
The University of Southern Mississippi (USM) and the Mississippi Department of Economic Security (MDES) have established a contact center lab that will be available to the industry for the purpose of equipment testing, beta testing, comparison testing and product review.
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Call-Center Workers' Fortunes On The Rise
The Arizona Republic - Chad Graham - September 19, 2006
For years, Arizona's call centers were derided for offering bare-boned wages, few benefits, head-spinning turnover and the occasional scam..