Chart Your Course

FEBRUARY 19, 2018

Customer Service is Important to Call Centers. These days, businesses have more options than ever before to customize the live support experience — and technology is playing an increasingly vital role in keeping customers satisfied. Cost savings are integral to the business model of most call centers.

Call Center 100

Call Center Operations Software Cost 100

Women on Business

JANUARY 11, 2011

Your federal small business loan can fund a call center and answering service , linking local talent to employers nationwide. New York , NY With the financial sector reeling, New York is counting on technological innovation to save the day. You don’t need to be a scientist to benefit from science money.

Press Release 157

Press Release Discount Education Transportation 157

Chart Your Course

JULY 31, 2017

However, determining which technology tools to use — and how to make it all work for your team — is another animal altogether. For example, Aspect uses forecasting tools and looks at historical patterns to better determine the number of agents who should be working in your call center at any given time.

Management 113

Management Software Call Center Tools 113

Harvard Business Review

OCTOBER 30, 2014

A new era of Taylorization has begun, thanks to the widespread penetration of technology at work. So it is probably too soon to get carried away by HR technologies. On the one hand, there is no question that technology has enhanced our ability to quantify every aspect of human behavior, including what we do – and don’t do – at work.

Talent Management 11

Talent Management Human Resources Taylorism Taylor 11

Harvard Business Review

OCTOBER 23, 2012

In a few minutes, the secretary called back and arranged an appointment for the next day. What excited Sam was McGregor's clear and compelling articulation of the personnel (today, we say "human resources") policies in which he instinctively believed. At the same time, technology has the potential to take us back to Theory X.

McGregor 9

McGregor Human Resources Retail Taylorism 9

Harvard Business Review

APRIL 20, 2017

Leaders need a clear-eyed way to think about how these technologies will specifically affect their organizations. Start with the work, not the “job” or the technology. For example, RPA will seldom replace the entire “job” of a call center representative.

Supply Chain 10

Supply Chain Outsourcing Call Center Organization 10

Harvard Business Review

AUGUST 5, 2014

Point solutions, such as focusing on the call center, the store, or the website, no longer cut it in a multichannel environment, not when delivering excellent customer journeys can increase revenues up to 15 percent and cut costs by up to 20 percent.

P&L 11

P&L Banking Marketing Call Center 11