Wishful Thinking

Kuehn, Richard A.
December 2005
Business Communications Review;Dec2005, Vol. 35 Issue 12, p66
Trade Publication
The article presents its author's view on customer services. The author says that he has no such problem with automating many repetitive tasks. But there is a increasing tendency to take things too far. Outbound call centers need to think about service they provide. They should stop overdriving their automatic dialers. Automated systems are cost-effective in large part because they decrease labor costs, but something they seem to be missing from the return-on-investment calculations. The long-term effect lack of human contact has on the total customer experience and, ultimately, on sales. Some of the call centers are adding their automated systems with outsourced teams. Often the outsourced agent has little knowledge of anything that's not covered in the script that's in front of them. When added with technical transmission dilemmas--voice compression and/or IP connections--many conversations are either very strange or completely unintelligible. Cellular telephones still take the prize when it comes to the issue of unintelligible conversations.


Related Articles

  • Customer-Centricity. Trotter, Mike // Sales & Service Excellence Essentials;Mar2006, Vol. 6 Issue 3, p1 

    Discusses the factors of customer-centricity. Definition of customer-centricity; Discussion on customer contact centers which are considered the most critical access points for understanding the real benefit or barrier of any process or policy; Role played by the customer contact access points...

  • Personalizing Call Centers. Gentry, Connie Robbins // Chain Store Age;Nov2006, Vol. 82 Issue 11, p70 

    The article focuses on the solution offered by Vertical Communications that will provide a single interface for managing call center queues. Last Agent routing allows customers who are calling back for more service to be connected to the same agent who handled their previous call. A skill-based...

  • VoIP BRINGS NEW PRODUCTIVITY TO MANY BUSINESSES. Wilson, Carol // Telephony;5/23/2005, Vol. 246 Issue 10, p28 

    The article presents information about the use of VoIP in the technology industry. The VoIP-enabled system lets individuals record a call with the push of a button and create a WAV file that can be shared or stored. Traxi Technologies integrates enterprise apps with a VoIPbased enterprise phone...

  • AT&T's Call Processing Simulator (CAPS) Operational Design for Inbound Call Centers. Brigandi, Anthony J.; Dargon, Dennis R.; Sheenan, Michael J.; Spencer III, Thomas // Interfaces;Jan/Feb94, Vol. 24 Issue 1, p6 

    This article describes the development of the call processing simulator (CAPS) by AT&T Corp. to design and evaluate inbound call centers. The current version of CAPS is user-friendly PC-based system employing a discrete event simulation model with animation and queuing models of both the...

  • The Queuing Model of M/M/S/K + M Based on the Impatience and Changeable Service Rate. Junjian Xia; Meiying Li; Yan Guo // Journal of Systems Science & Information;Sep2009, Vol. 7 Issue 3, p269 

    The work flow of call center is a typical stochastic service system. This article exploites service rate, which is the most controllable artificial factor of call center, and integrates the abandoning rate of impatient customers, models a new-style call center's queuing model - the queuing model...

  • Interday Forecasting and Intraday Updating of Call Center Arrivals. Haipeng Shen; Huang, Jianhua Z. // Manufacturing & Service Operations Management;Summer2008, Vol. 10 Issue 3, p391 

    Accurate forecasting of call arrivals is critical for staffing and scheduling of a telephone call center. We develop methods for interday and dynamic intraday forecasting of incoming call volumes. Our approach is to treat the intraday call volume profiles as a high-dimensional vector time...

  • A Simple Staffing Method for Multiskill Call Centers. Pot, Auke; Bhulai, Sandjai; Koole, Ger // Manufacturing & Service Operations Management;Summer2008, Vol. 10 Issue 3, p421 

    We study a simple method for staffing in multiskill call centers. The method has short computation times and determines nearly optimal staffing levels. It is in both views competitive to other methods from the literature. Because of the fast and accurate performance of the method, many different...

  • CU Call Centers Move to Multichannels. Totty, Patrick // Credit Union Magazine;May2004, Vol. 70 Issue 5, p84 

    Reports on multichannel functions of credit union call centers. Factors that influence credit unions to outsource their call centers; Evolution of technology handling multichannel functions of call centers; Challenges involved with the growth of call centers.

  • Further Reading.  // MarketWatch: Global Round-up;October 2004, Vol. 3 Issue 10, p204 

    This article presents information on several reports and briefs related to the several industries. According to the report "MeshNetworks--The First Viable wLAN Alternative," while people's perception of terms like peer-to-peer, mesh, ad-hoc, ultra wide-band and others remain for a large part an...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics