Customer service and contact center

Customer service refers to the support organizations give customers after a purchase, and contact centers are the points where organizations can manage these interactions. Keep tabs on the evolution of customer service and contact center technologies and best practices to maintain service strategies properly.

Answer 19 May 2008
Call center rules and regulations: Why are they so strict?

Learn the purpose of call center rules and regulations in this tip from Donna Fluss, including how and why call center managers control the number of scheduled agents according to the forecasted call volume, using workforce management (WFM) applications. Continue Reading
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- Donna Fluss
News 08 Oct 2007
Call center centralization vs. decentralization analytic framework

Call center centralization can be cost-effective for centers of a certain size. In her latest column, Donna Fluss outlines a framework for call center managers who are considering call center consolidation. Continue Reading
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- Donna Fluss
Answer 12 Sep 2007

Call center scheduling: How to manage Auxiliary or unavailable time

Expert Lori Bocklund advises a reader on managing a call center agent's Auxiliary or unavailable time. Continue Reading
Answer 26 Jul 2007
How to evaluate call center quality analyst performance

Expert Donna Fluss provides some guidelines for evaluating the performance of a call center's quality coach, and offers suggestions on training a quality coach. Continue Reading
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- Donna Fluss
Answer 12 Jan 2007

How do you define flow out calls?

Call center expert Lori Bocklund answers a reader who's using Avaya reports and is wondering about flow out calls, and whether they are the sum of abandoned and blocked calls. Continue Reading