Tag: contact centers

What’s the Benchmark?

No Picture

Last year, in the post, “Can You Prove It?” (Connections Magazine), one of the call center evaluation methods mentioned was benchmarking. The results of a properly conducted benchmarking analysis are a reliable gauge and reference point, quantifying your call center operation with respect to others. For the call center industry, benchmarking is the process of comparing and contrasting measurable contact center metrics with the best-in-class performers from a peer group. To illustrate, consider the eternal…

Read More »

Disaster-Proofing Customer Care

No Picture

Contact centers have become the arteries of organizations, enabling customer service, retention and income. So when a disaster threatens or strikes, take effective measures to protect your centers and the services they provide. Here’s what happens when contact centers close. Customers may hear busy signals indicating overloaded or downed phone circuits, receive standard auto-attendant messages or hang-ups, or are put on hold for long periods of time with no explanation. Emails, faxes, web chat requests…

Read More »

Why You Need the "Right" URL

No Picture

Most dot-com venture capitalists would confirm that you can’t build a business solely based on acquiring the “right” URL. However, having a URL that properly identifies your company and/or your products and services can truly help you build your fast-growing business. A good URL increases your brand awareness and makes it easier for people to communicate with you.  My own company, AnswerNet, owns many URLs. We acquired each URL in one of three ways:  …

Read More »