Boosting Your Call Center’s First Contact Resolution

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“This article is brought to you courtesy of Call Center Times.” By Galina Solopova, CallScripter No matter if you are a small business or an enterprise, managing a contact center means finding a balance between contact center efficiency and customer satisfaction. To improve contact center efficiency, managers need to get the most optimal productivity from their agents (answering as many … Read More

Self Service with a Personal Touch

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“This article is brought to you courtesy of Call Center Times.” Pelorus Associates Readers of a certain age will remember the popular sitcom Cheers, about a neighborhood bar where Ted Dansen starred as the proprietor. The refrain of the popular theme song was ”I want to go where everyone knows my name.” That’s the power of personalization. It’s what keeps us … Read More

New Solutions to an Age-Old Challenge

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By Kim Lockhart Senior Vice President, Randstad Staffing Kim.Lockhart@randstadusa.com For many contact centers, the issue of agent attrition is both long-standing and overwhelming. In fact, more than two-fifths (42.7 percent) of contact centers are experiencing agent attrition[1]. Furthermore, the average turnover rate in U.S. call centers is 43 percent and even worse for large centers with more than 1,000 agents … Read More