Contact Center Excellence 

For any business customer retention is essential. The American Management Association estimates that repeat customers generate 65% of an average company's business and it is well known that it costs several times more to attract a new customer than it does to retain an old one. Big revenue companies have long ago shifted from "meet customer's expectations" to "exceed customer's expectations". With the possibility the Internet offers, customers who were badly serviced, easily share their experience with the whole community via blogging, forums and even videos. This is creating bad image to the company and prospective customers will run to the competition. It is no longer accepted that a customer cannot get through to an agent quickly or not receive answers to his questions. Thus, all activities of a contact center MUST be focused on providing excellent customer service.

Key features of Customer Service Excellence:

• better and faster service delivery

• increase customer satisfaction

• gain repeat business

• increase credibility and loyalty with customers

• better manage stressful situations

 

Learn More About: 

The media techniques for lead acquisition

Lead Acquisition Using New Media Techniques

Factors to consider when calculating the contact or call center ROI

Calculating Contact-Call Center ROI - How Do You Measure The Value Of Customer Satisfaction?

How to reduce costs and increase customer satisfaction.

Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction

Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”

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Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (http://www.contactual.com/pr), the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. (http://www.pipkins.com/) a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.

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