Cutting-Edge Methods Help Target Real Call Center Waste
New methods of operation for call centers allow Lean Six Sigma process improvement techniques to be applied to a process that has been difficult to address but that provides the greatest opportunity for increased efficiency -- agent call handling. From Dennis J. Adsit.
Reengineering Call Centers for the Year 2000 - Principles and Processes
Reengineering call centers for the year 2000 and how the best call center managers are responding to changing customer needs and new technology. From ACD Online Learning Center.
Speech Recognition Cuts Amtrak's Call-Center Costs
SpeechWorks software reduces number of calls that live agents handle. From Information Week.
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