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E-Mail Performance

When you handle e-mails into your call, or contact, center, put in place measures to track the performance of your team. For example track response time (how long it takes you to respond), customer feedback (satisfaction), quality (spellings, etc.) and number of e-mails to a resolution (how many e-mails go back and forth between you and the customer before the query is solved). Just like with call stats, set targets and measure results.

Submit Tips

TIPS

With a distributed workforce, the best advice I could give is to make sure that you have all of the connectivity in place to make sure that you have the data and the voice connectivity at the level that you need it. The distributed workforce is then ... Read More...
April 20, 2021 5:00 AM

Eric Klein | Cloudonix

Here, VoIP can help interconnect between locations and people. Reducing long distance or international cost.

December 31, 2019 3:51 AM EST
 1409 
Many companies want voice over IP and invest in it, but a lot of these projects fail. I recommend that companies look at their business processes before they implement a solution for voice over IP to go after the E-service band wagon. Sit down and ir... Read More...
April 19, 2021 5:00 AM
 1

Eric Klein | Cloudonix

There seems to be a misconception here about what VoIP is and what it is not. VoIP is a replacement for your existing telecom provider, it can enable all the same functions of your existing system at a lower cost. If the existing processes are bad then no communication provider can fix it.

December 31, 2019 3:48 AM EST

Eric Klein | Cloudonix

But in general, VoIP and web calling (not call back) can be a significant cost savings for a call or contact center.

December 31, 2019 3:49 AM EST
 2643 
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