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Katalyst Speech Analytics delivers insight for a Credit Card Bank
22/12/2009 10:48:54
Katalyst have just completed a SA discovery project for a major credit card bank in the UK.
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CALL CENTRE MANAGERS
- TIP OF THE DAY
Consider multi-skilling as many agents as possible
Multi-skilling can be a huge benefit to increasing staff retention, but don't force agents into it. Some agents will love to take one type of call, some will like variety. Let the agent decide which type of calls they would like to take. It can create some management difficulties, but it is worth the effort. We hope that these tips have worked well for you. |
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Katalyst`s flexibility and rapid response is the key to retaining thousands of customers
Katalyst helped a distressed ISP migrate thier customer base to a tier 2 service provider. This involved setting up new helplines and informing customers of the new service provider details and broadband packages. Katalyst undertook all back office functions including updating the new CRM and confirming new user details by email
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