Category Archives: Contact Centers

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How expensive is a new CSR?

Posted on January 24, 2012 by admin

Contact centers have a lot of daily challenges and high on the list is hiring, training and retaining a consistently high-performing organization of customer service agents (CSRs). The technology solutions and procedures chosen to enable, track, and manage the contact … Continue reading →

Posted in Contact Centers | Tagged Better Letter, call center, contact center, CSR training | Leave a comment

3 Key Barriers in seeking to improve call center operations

Posted on January 16, 2012 by admin

The absence of relevant metrics and process documentation can lead to call center managers and operators being lulled into a false sense of security. Call centers routinely collect data on “average” performance, such as average handle time, average speed of … Continue reading →

Posted in Contact Centers, Utilities | Tagged Better Letter, call center, contact center, metrics, optimization | Leave a comment

Hidden time thieves in your call center

Posted on January 13, 2012 by admin

Is it the complex telephony infrastructure? Are your IVR menus too complicated? Too many levels? Is the skill based routing off? Hunt groups are setup wrong? Possibly, but these issues jump off the page and if your call center was … Continue reading →