Greg Kern's Discussions
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We use our internal QA process to predict what our CSAT scores will be. Over time they have become highly correlated. We know what our CSAT results are going to be before they come out based on our internal QA process. While the QA process measures…
We have contact centers in the area and may be able to facilitate your visit. Feel free to contact me to discuss.
Greg Kern
ACS
greg.kern@acs-inc.com
512-934-0254
Beth,
You need workflow tools to manage incoming faxes, email, images, etc. Think of the workflow tools for order entry functions like this the same way you would think of an ACD for calls. The workflow tools will indentify the incoming document ty…
Hatch,
Are they considering outsourcing the call center work? If so, they should just have the outsourcer supply the IVR (and all other related technology). That will give them a variable cost model for the call center technology and allow them to…
Profile Information
- Company Name:
- ACS
- Industry:
- Other (Please specify: )
- Job Title or Area of Expertise:
- Sales Executive - Outsourcing
- Total Number of Contact Center Agents (FTEs):
- 1000+
- Website:
- http://www.acs-inc.com
- I am available to help other members by answering questions in the following areas:
- Outsourcing
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