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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
Empower agents to make money affecting decisions - on the spot - One of the biggest problems in the call centre is that the people on the phones do not have the authority to solve problems on the spot. Sometimes a quick offer of compensation can quickly solve a customer problem. The service representatives will know a genuine problem from a false one. Nipping problems in the bud will improve customer service. |
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Katalyst took to the high seas on board SS Oriana with partner company Spectrum Outsourcing to feature at Call Centre Forum (May 6-9)
The Call Centre Forum event on board SS Oriana proved successful in meeting key decision makers responsible for major consultancy and outsourcing projects. Katalyst consultants held a series of meetings with companies across all vertical markets. Key topics of interest were speech analytics, self service and unified communications
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