Business and Technology Services Provider

Archive for August, 2010

See how the Google Earth API powers StrataLogica, an education technology product being used by teachers and students. www.google.com/enterprise/earthmaps

The CCNA Certification Exam (640-802 CCNA) has developed with time and it is no more satisfactory to simply depend on one type of CCNA study material (usually books) to get ready for that exam. I’ll summarize several CCNA preparation materials that are important if you need to ace test via self-study.

1. CCNA Books

I consider CCNA books since the must-have reference for CCNA exam preparing. The Sybex books (Todd Lammle) and also the Cisco Press titles (exam preparation and self-study) are the most widely used and well-respected. Make sure you get a novel that’s up-to-date with the most recent exam syllabus.

2. CCNA Lab Simulation or Lab Equipment

Because of the quantity of focus on the 2-3 CCNA simulation questions in the exam, it is important to acquire some hands-on experience of the configuration of Cisco IOS devices. If you are sufficiently fortunate to get having access to real lab tools, that would be amazing. However, for that typical CCNA applicant real products wouldn’t be a choice. Thankfully there are some less expensive CCNA simulators around that go over enough ground for any exam.

3. Practice Exams

Newly released market research reveals that there exists hardly any relationship between call quality monitoring scores and first call resolution (FCR) and customer satisfaction (Csat) ratings. Considering that call quality monitoring is very costly, it is very important for you to assess your call quality monitoring program to regularly analyze what influence your call quality monitoring program has on FCR and Csat and to constantly enhance your call quality monitoring practices

Guide to Creating a Quality Monitoring Process

The principal purpose of quality monitoring is to enhance the performance of the call center. It is not designed to provide an precise indicator of individual agent performance.

Step 1: Define Key Success Factors

Identify goals, define intended outcomes, and assign tasks to individuals to achieve results. Clarifying objectives, expected results, and metrics at this point influences all subsequent work and ensures understanding across the task force.

Step 2: Get the Agents’ Support

When installing call recording system for the first time, you should anticipate resistance from agents. You should prepare your agents by stressing the benefits to them.

Step 3: How to Select Calls for Monitoring?

Random selection of calls will result in majority of basic query-response interaction that offer little insight into quality issues. Look for the non-routine calls such as these:

exchange.ariba.com Panel Discussion @Ariba LIVE 2010 Panelists were Chris Sawchuck (Hackett), Mickey North Rizza (AMR Research), Robert Mahowald (IDC), and Bruce Guptill (Saugatuck Technology)

Excellent customer service is the prime objective of a call center business. Business development through Telephone call center services are common medium that allows to maintain an ethical relationship with the clients. If any business establishment does not follow this, they are likely to see unwanted changes, hampering their business and list of clientele going low.

Phone answering call centers offer a diverse service line-up that is effectively included in promotion of any services. The tele-calling agents are the vital assets who initiate a business from a primary level till the business process is properly streamlined. During the first phase of a business, it is observed that customer always tend to contact the key organization about any product query or after sales support. In that situation, it may not be possible for a small-sized organization to handle bulk calls and solve the complex queries raised from the customer’s side. Therefore, outsourcing phone answering services to the specialized telemarketing contact center is the common and reliable medium to stabilize the calling process and allow the organization to concentrate in their core competencies.