In a catalog call center we visited recently, the phone reps were being asked to up-sell one of the company’s new products at the end of the order-taking process. Rachel, one of the newest reps in the center, was regularly offering the product on every single call, and enjoying a pretty good … [Read more...]
Building an Intuitive Enterprise – Adaptive Marketing
A New Kind of Business Model There’s certainly nothing new about focusing on the customer experience to differentiate a business. Over the past decades, brands have rocketed to iconic status by doing just that. Think Starbucks, Neiman Marcus, Southwest Airlines. Customers buy based on their personal … [Read more...]
Workforce Management, Part 3: Evaluating Staff, Cost and Service Tradeoffs
Workforce Management, Part 2: Calculating Call Center Staff
Author: Penny Reynolds, Founding Partner of The Call Center School, www.thecallcenterschool.com … [Read more...]
Workforce Management, Part 1: Forecasting Fundamentals: The Art and Science of Predicting Call Center Workload.
Author: Penny Reynolds, Founding Partner of The Call Center School, www.thecallcenterschool.com … [Read more...]
