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1528557-6_TE Connectivity_Crimpers, Applicators, Presses

来源:LM317 Electronics Components编辑:OptoSupply时间:2021-06-15 15:04:25

Bondholders that had provided two tranches of €200m and £75m in debt funding to the company did not agree to its restructuring proposals.

British Airways says it is always interested in new measures that will increase security, although it would not comment directly on Bush's proposals.

Additional reporting by Alex Wells.

1528557-6_TE Connectivity_Crimpers, Applicators, Presses

Nutrisystem.com sells pre-packaged diet foods and offers weight-loss counseling from the call center at its Horsham, PA, headquarters. The center's 40 on-site agents, and an additional 14 agents who work from home, assist an estimated 70,000 customers monthly via phone, e-mail or text chat. Approximately 35,000 customers communicate using e-mail, while 20,000 and 15,000, respectively, interact via phone or text chat.

Deborah Gallen, vice president of operations for Nutrisystem.com, says the company debuted its Web site in October 1998. Agents keep progress of customers to whom they're assigned, and offer advice. The agents use eshare communications' (Norcross, GA) NetAgent Suite to view customer information and respond to e-mail messages and text chat requests.

Gallen says Nutrisystem.com integrated NetAgent Suite with internally developed software so customers can communicate with agents one-on-one. When customers complete an on-line registration form to use the Web site, Gallen assigns them an agent. Customers enter IDs and passwords to schedule appointments for a phone call or text chat with the designated agent. A day before the appointment, they receive an e-mail reminder.

1528557-6_TE Connectivity_Crimpers, Applicators, Presses

Customers' names appear in a queue when they log on for a text chat. To view information about customers in a pop-up window, agents position their cursor on the customers' names. The data includes clients' questions and histories, the length of their last text chat, and the time and date they most recently contacted Nutrisystem.com.

Agents' names appear next to the names of the customers who they counsel; each agent's name blinks when they're due to begin a customer conference. If a given agent is busy or absent, another agent can click on customers' names to help them. By sharing the workload, agents manage to answer all phone calls and chat requests in 15 seconds or less.

1528557-6_TE Connectivity_Crimpers, Applicators, Presses

For quality assurance, Gallen uses NetAgent Suite to monitor e-mail and text chat communications between agents and customers using a Web browser. Somebody [asked] me, 'How can you have people working from home? Why don't you watch them?'” she says. I can watch everybody at any given point. I can see all their chats on-line; and I can interrupt any of them.” Gallen installed the software at home and at her PC in the call center, enabling her to supervise agents from either location. She also listens to random calls through the phone switch when she works at the center.

Nutrisystem.com purchased eshare communications' Expressions software at the same time as NetAgent Suite to provide chat room and bulletin board services from its Web site. To participate in chat rooms or leave messages on bulletin boards, customers fill out an on-line form and they can select from HTML, Java or Java Light text chat options.

Financial Institutions Fail To Follow Through

A study on customer service at financial institutions found that only 11% of the 150 companies surveyed use their call center or Web channels to follow up with customers who have inquired about financial products and services by Web or phone.

The study, from consulting firm Celent Communications, concluded that only 21% of the firms provided on-line responses to Web-based inquiries that survey participants categorized as good or acceptable. In the call center, only 31% of the firms delivered informative responses.

– Celent Communications, 617-573-9450

As the US economy edges closer to recession, jittery executives will feel tempted to cut or divert precious investment dollars from their call centers. That, we think, would be a mistake.

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