April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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74 3.2 Management guidelines for a productive call center
In the early stages of multimedia contact implementation, extra time
should be allowed for each nontraditional transaction. CSRs will still be
adapting to the process and the time per transaction should decrease
as they become accustomed to the new environment.
Customers also need time to familiarize themselves with new contact
methods such as text chat and Web collaborations.
Experience has shown that many customers using Web collaboration for
the first time enjoy the experience so much they spend longer than needed
with each CSR.
Sales-focused call/contact centers will notice a rise in calls ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.