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CRM
May 1, 2003
David Myron |
Got Workforce Management? Workforce management took center stage at the recent ICCM show in Las Vegas. The surging interest in workforce management applications comes at a time when companies are battening down their call center hatches and looking for ways to streamline efficiency.   |
CRM
August 26, 2011
Rajaram & Manasa |
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. |
CRM
November 2012
Leonard Klie |
Work-at-Home Solution Flies for Alaska Airlines The company maintains high standards with telecommuting agents using Envision's Click2Coach training and quality monitoring solution. |
CRM
July 2003
David Myron |
Service on Steroids The contact center performance enhancers of choice these days are training, workflow automation, workforce optimization, and workforce management. These tools are coming together to form one dynamic performance-optimization solution to pump up the service volume. |
CRM
January 1, 2006
Colin Beasty |
Business Problem: Contact Center Managers Cannot Staff and Manage Their Call Centers Effectively Tech Solution: Workforce Optimization Tools -- Envision's Performance Suite... EX's TotalView Workforce Management... Witness Systems' Impact 360... |
CRM
March 2011 |
The 2011 Service Elite This quartet of service winners cuts across the corporate spectrum - from IT management and telecom, to vision care, and energy. |
CRM
May 2, 2005
Coreen Bailor |
Convergence in the Contact Center Customers will have a single upgrade path, single maintenance environment, and singular user interface. |
CIO
May 1, 2003
Mohanbir Sawhney |
How to Keep Your Customers Satisfied To learn if end users are happy, you have to ask the right people -- and the right questions. |
CRM
February 2010
Christopher Musico |
Stressed and Distressed Under-appreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension - and raise satisfaction - on both sides of the call. |
