Balancing Hold Time and Transfers

When agents are faced with a challenging question and do not have the answer, they generally have one of two options; 1) place the caller on hold, while they look for the answer, or 2) transfer the call to someone with the requisite knowledge. Thus we see a ...
read more

Resources and Technology

Properly selected and trained agents require the support of good technology to allow them success with customers. Proper IVR and routing capabilities, good Customer Relationship Management (CRM) systems, well-chosen and continuously maintained Knowledge ...
read more

Hold Time and Transfers: The Balancing Act You Can Win

Hold Time and Transfers: the balancing act you can win Date: November 10, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dayne Petersen, Call Center Expert Below is the Recording of the show:
read more

Articles & News

see all