Wednesday on CallTalk: Does Technology Boost Call Center Performance?
March 12, 2012
By Chris Freeburn
, TMCnet Web Editor
Call center operators face a myriad of choices when it comes to software and equipment solutions to add capabilities and monitor service. Still, some wonder if simply adding more technology is the right answer. Have researchers ever even established a real link between technology and improved performance?
The answer is yes. Contact center industry researcher John Chatterley has done the research and is ready to discuss his findings. With the most up-to-date study of the effect of technology on contact and call center operations, Chatterly will soon release a widely-anticipated white paper that will detail his findings and become the talk of the contact center industry. You can hear about his research when he sits down with BenchmarkPortal’s (News - Alert) CallTalk this Wednesday, March 14, to explain his findings and reveal how technology is now documented to lead to better contact center performance in key metrics. Listeners to CallTalk will learn important insights into the statistical relationships found during this broad-based study.
You can hear Chatterley discuss his findings on Wednesday, March 14, at 1 p.m. EST/10 a.m. PST. Click here to listen live.
CallTalk is a monthly internet radio broadcast. It can be streamed directly over the Internet to your desktop. Every month, CallTalk provides useful information and penetrating insights from industry experts on issues that affect call centers. The upcoming show with John Chatterly will be hosted by Bruce Belfiore, CEO of BenchmarkPortal and CallTalk co-host Dee Buell. This show will air without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners.
John Chatterley is director of content & analysis and chief editor at BenchmarkPortal, Inc. He is the author if a number of books, customized benchmarking reports, research reports, One-Minute survey reports, and white papers. Chatterley authored a comprehensive study entitled "Improving Contact Center Performance through Optimized Site Selection," and co-authored books entitled "Offshore Outsourcing Opportunities" and "Selecting a Teleservices Partner. Mr. Chatterley also served as senior content writer of the books "Contact Center By The Numbers" and "Automated Self-Service Using Speech Recognition." He is the editor of the annual series of 42 detailed Benchmarking Industry Reports covering the spectrum of contact center vertical industry sectors.
A Purdue Certified Contact Center Auditor, Certified AT&T (News - Alert) Call Center College Instructor, and BenchmarkPortal Certified Benchmarking Instructor and Analyst, Chatterley’s professional career includes more than 20 years of contact center management and consulting expertise.
A former director of operations, site development and facilities management for MicroAge Teleservices, Chatterley designed, implemented, staffed and managed three 500 plus seat contact center sites in Arizona, Nevada, and California. He possesses extensive first-hand knowledge and experience at all levels of contact center operations including front-line technical support agent, supervisor, team lead, reports analyst, contact center design, contact center manager, and operations director.
You can learn more about BenchmarkPortal’s CallTalk, including a schedule of upcoming guest and archive of past shows, by clicking here.
Edited by Carrie Schmelkin