Dec
5th
2007

Great Tips for Dealing with Call Centers

Pick the Brain just posted a terrific article about dealing with call centers. It’s written by Peter. There are several great tips in this article, but here’s my favorite: 2. Even if You Are Angry, Stay Calm If you have a problem with a company, it is very unlikely that the person you are speaking [...]

Dec
3rd
2007

Call Center Definitions and Acronyms

Is this list of call center definitions and acronyms complete? If not, send us a note with your suggestions! Call Center Acronyms ACD – Automatic Call Distribution ACW – After call work – Sometimes called “wrap” or “wrapup” AHT – Average Handle Time APA – Agent Performance Analytics AS – Automated Surveys ASA – Average [...]