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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
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
September 2010
Koa Beck |
11 Tips to Conquer Contact Centers If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power. |
CRM
March 2004
Jason Compton |
The 2004 Service Elite Five companies that have gained impressive returns on their customer service implementations. |
PHONE+
October 7, 2009 |
Case Study: CNA Surety Improves Productivity With Aspect To improve call monitoring and recording, CNA selects Aspect Productive Workforce. |
CRM
July 1, 2004
David Myron |
Market Watch: Making Sense of Workforce Optimization The reluctance to purchase workforce optimization solutions is based primarily on the general confusion in the marketplace. |
CRM
March 1, 2005
Jason Compton |
Managing the Minutia An effective workforce management strategy increases service levels with less effort. |
CIO
July 15, 2005
Alice Dragoon |
CRM Wake-Up Call How to transform your call center from a budget drain into a source of competitive advantage. |
CIO
June 1, 2006
Susannah Patton |
Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold. |
CRM
April 2007
Bailor et al. |
The 2007 Service Elite Here are five companies that realized eye-catching returns on their contact center services and technology investments: Juniper Networks, Web-Support Services... Taylor Corporation, Workforce Optimization... etc. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
CRM
October 2003
David Myron |
How to Overcome the Call Center Conundrum Five ways to improve efficiency without sacrificing relationships. |
CRM
March 2006
Coreen Bailor |
Keeping Balance in the Center Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. If your contact center efforts are unbalanced, consider these five approaches to achieving service and efficiency equilibrium. |
CRM
February 1, 2006
Phillip Britt |
Scheduling Tool Traction By implementing a new workforce scheduling application, agent hours have been reduced by 20% at Taction, a call center outsourcing company. |
CRM
January 2015
Leonard Klie |
In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value. |
CRM
June 2004
Emmy Favilla |
10 Strategies for Customer Service Success Contact center managers can no longer define success by call duration alone. |
CRM
May 2014
Donna Fluss |
WFM Growth Brings Choices and Challenges For some companies, ease of use of workforce management applications is winning out over functionality. |
CRM
August 2003
Martin Schneider |
Balancing Act No longer do companies have to choose. It is now possible to use CRM to increase productivity and build relationships in all customer-facing areas of the business. |
CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
CRM
April 2005
Phillip Britt |
The 2005 Service Elite Awards The 2005 Service Elite awards in customer service in the following categories: Knowledge-Base Tools, Agent-Facing Universal Desktop, Quality Monitoring, Workforce Management, Speech Solutions, and Outsourcing Services. |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
CRM
February 2003
Jason Compton |
A Little Technology Goes a Long Way New tools enhance call center agent productivity. |
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
February 26, 2013
Leonard Klie |
inContact Releases New Version of Cloud Contact Center Software The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem. |
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
February 2013
Leonard Klie |
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
Bank Systems & Technology
May 25, 2006
Peggy Bresnick Kendler |
Perspectives: High-Performance Contact Centers Emerging technologies such as VoIP, voice- driven, self-service systems, and intelligent call routing systems can increase flexibility in the bank contact center, resulting in improvements in agent productivity and enhanced customer satisfaction. |
CRM
September 2014
Leonard Klie |
Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
CRM
February 2006
Coreen Bailor |
6 Common Contact Center Mistakes Here, contact center industry experts reveal six common, but sometimes overlooked, blunders that plague the industry, and offer advice for avoiding or reversing missteps. |
CRM
January 2016
Leonard Klie |
Freeman's Contact Center Continues Its Winning Ways What does it take to win J.D. Power's Certified Contact Center Program distinction six years in a row? A Q&A with Brenda McCord, vice president of customer support at Freeman. |
CRM
November 1, 2005
Colin Beasty |
Consulting Workforce Woes Accenture turns to IEX's TotalView to manage three Indian call centers. |
CRM
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
Insurance & Technology
December 23, 2005
Anthony O'Donnell |
Tough Calls Insurance contact centers face a difficult challenge in serving multiple customers, including distributors and policyholders, with very different interests. To maximize satisfaction, carriers must design contact center functionality to fit unique customer needs. |
CRM
May 2, 2005
Coreen Bailor |
Rewriting a Performance Management Formula Electric Insurance is operating more efficiently after revamping its labor intensive processes. The company used CentreVu Supervisor to manage its call volume, IEX's TotalView to manage its schedules, and NICE Universe for quality monitoring. |
CRM
July 9, 2015
Yvonne Ba |
How to Solve the Customer Experience Puzzle You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy. |
CRM
July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
CRM
October 2014
Leonard Klie |
Should CSRs Be Paid for Performance? Why companies must assess the effectiveness of tying agent compensation to contact center metrics. |
CRM
February 22, 2013
Paul Lang |
What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore. |
CRM
June 2005
Bailor et al. |
100 Proven CRM Ideas, Part 2 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Here are tips 51 through 100. |
CRM
November 2015
Leonard Klie |
Kaybus Puts Knowledge at PlusOne's Fingertips The contact center operator's agents benefit from up-to-date info |
CRM
March 2010
Lauren McKay |
The 2010 CRM Service Awards: The Service Elite - New York Life A Verint Systems deployment gives New York Life's Tampa-based contact center agents something to stick around for. |
CRM
September 2006
Paul Korzeniowski |
High Performance Workforce optimization suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages. |
CRM
July 2013
Leonard Klie |
A Matter of Time Within five days of introducing RightTime management solution from Intradiem, Vivint delivered 2,400 training and coaching sessions, all during idle time. |
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 1, 2009
Christopher Musico |
Adhering to Higher Quality New York Life streamlines its workforce, vastly improving internal metrics. |
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. |
