Monday, September 10, 2007
Caribbean call centres booming: 14,000 Jamaican agents
The Caribbean has become the new central hot spot for call centers. Companies are always looking at reducing their costs while maintaining quality. The key question is whether the Caribbean offers a work force that is sufficiently fluent in English to comprehend and really understand the problems of American consumers. The key problems with Indian call centers has always been that they fail to connect with American consumers, language fluency limits their level of understanding, and they sound scripted. Can Caribbean call centers offer a solutions to these issues?
http://www.jamaica-gleaner.com/gleaner/20070909/business/business7.html
http://www.jamaica-gleaner.com/gleaner/20070909/business/business7.html
Thursday, August 23, 2007
The International Chamber of E-Commerce provided resources related to call centers for e-commerce businesses.
http://www.chamberecommerce.com/call_centers.htm
http://www.chamberecommerce.com/call_centers.htm
Labels: call center, call center outsourcing, call centers, contact center, inbound call center, order taking
Balancing Sales and Service in a Call Center
Generating sales for any organization can be a challenge. When it is to happen in a call center that has traditionally focused on service, the challenges can seem insurmountable. This does not have to be reality, however. Call centers can generate significant sales and profits, but it does not come easily or immediately.
http://www.ecommercetimes.com/story/58760.html
http://www.ecommercetimes.com/story/58760.html
Friday, August 17, 2007
When Eight Is Not Enough
Phone calls, faxes, e-mail, Web chat: If only one hand knew what the other was doing. If only you had enough hands. Instead the fragmented, disconnected state of customer service among e-retailers shows up in abandoned shopping carts, confusing return policies, backlogged orders and other signs that
high-tech promises are often mired in low-touch problems.
http://www.internetretailer.com/internet/marketing-conference/643490818-when-eight-not-enough.html
high-tech promises are often mired in low-touch problems.
http://www.internetretailer.com/internet/marketing-conference/643490818-when-eight-not-enough.html
Labels: call center, call centers, e-commerce, internet retailer
E-service, e-commerce create call center challenges
The popularity of e-commerce and online self-service continues to grow, and perhaps surprisingly, so does the commitment of some customers to address their purchase and service issues through the contact center. But with that evolution come several challenges that managers must address, because despite these online advancements, the calls keep coming.
http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci1250171,00.html
http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci1250171,00.html
Labels: call center, call centers, call centre, customer service, e-commerce, e-retailer
Preparing your e-commerce call center with a customer-centric technology framework: Part III
The rapid expansion of e-commerce as a successful sales channel is driving customers to the Web. So it follows that ecommerce must be easing the burden on call centers, which were designed to serve more traditional sales channels, right? Not so. E-commerce is changing the way call centers manage customer interaction, forcing companies to rethink customer service and demanding greater efficiency from sales and marketing efforts - not reducing call center traffic. Why not?
http://findarticles.com/p/articles/mi_qa3877/is_199907/ai_n8864313
http://findarticles.com/p/articles/mi_qa3877/is_199907/ai_n8864313
Labels: call center, call centers, call centre, contact center, e-commerce
Tuesday, July 31, 2007
E-service, e-commerce create call center challenges
The popularity of e-commerce and online self-service continues to grow, and perhaps surprisingly, so does the commitment of some customers to address their purchase and service issues through the contact center. But with that evolution come several challenges that managers must address, because despite these online advancements, the calls keep coming.
http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci1250171,00.html
http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci1250171,00.html
Labels: call center, contact center, customer service, e-commerce
The Virtual Call Center: Finding the Right Formula
Best in Class companies realize that in addition to setting up a network of virtual agents, they must also provide other channels of support, such as Web and e-mail, to allow customers to obtain answers to their questions in their channel of choice. This is key for companies to enhance the overall customer experience, while reducing costs.
http://www.ecommercetimes.com/story/58506.html
http://www.ecommercetimes.com/story/58506.html
Labels: call center, customer service, e-commerce
Wednesday, December 06, 2006
HOW CALL CENTERS CAN PROMOTE THE BRAND, THE BUZZ, AND CUSTOMER COMMITMENT
TARP's original research in the 1970's and 80's documented the impact of easily accessible, effective telephone service on customer retention and enhanced revenue. That research instigated the GE Answer Center and other early uses of 800 numbers. More recently, several respected authors have written about the importance of companies' advancing beyond customer satisfaction and loyalty to inspiring a high level of commitment to the degree that customers will evangelize or enthusiastically tell others about the product or service, and even overlook occasional product and service glitches.
http://www.c-interface.com/customerinterface/article/articleDetail.jsp?id=120621
http://www.c-interface.com/customerinterface/article/articleDetail.jsp?id=120621
TOP E-COMMERCE MISTAKES
The novelty of shopping on the Internet has worn off, and today’s customers are sophisticated and discerning. Because the competition is always just a mouse-click away, you need to make sure your site is the very best it can be. Because if you do not do e-commerce right, your vistors will find someone who does.
http://www.allbusiness.com/sales/internet-e-commerce/3972-1.html
http://www.allbusiness.com/sales/internet-e-commerce/3972-1.html
Friday, November 10, 2006
CUSTOMER SERVICE IS E-TAILER'S COSTLY CHALLENGE
Until now, the average e-tailer's idea of customer service was to offer an e-mail link and dump customer inquiries into the e-mail queues of a few staffers working in the back office.
That model is costing Internet retailers serious bucks. A recent Datamonitor report said e-stores lost $6.1 billion in sales last year as a result of poor online customer service -- a figure that could skyrocket this year.
http://www.techweb.com/wire/story/TWB20000920S0008
That model is costing Internet retailers serious bucks. A recent Datamonitor report said e-stores lost $6.1 billion in sales last year as a result of poor online customer service -- a figure that could skyrocket this year.
http://www.techweb.com/wire/story/TWB20000920S0008
Saturday, September 23, 2006
HELPING CREATE A BALANCE BETWEEN TECHNOLOGY AND HUMANS
NomKa Call Centers discusses how it is using its customer service representatives to better understand how to balance technology and humans. NomKa is gathering key information from its customer service representatives to meet the needs of its customers when using automation.
http://www.24-7pressrelease.com/view_press_release.php?rID=19180
Call Center
http://www.24-7pressrelease.com/view_press_release.php?rID=19180
Call Center
Labels: call center, call center outsourcing, call centers, inbound call center
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