| Similar Articles |
|---|
 |
CRM
December 2003
David Myron |
Driven by Service Contact centers are no longer for basic problem resolution or order-taking. Organizations are now using them to lead major strategic initiatives.   |
CRM
January 1, 2007 |
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... |
CRM
January 2007
Coreen Bailor |
Home Bodies Cut contact center operating costs, reduce churn rates, and up flexibility -- a serious look at the at-home agent model. |
CRM
September 1, 2005
Colin Beasty |
Re: Tooling Business Problem: Customer Satisfaction Levels Are Too Low and Agents Are Not Cross- and Up-Selling Products Enough... Tech Solution: Agent Training Applications... |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
Insurance & Technology
June 16, 2004
Vicki Gerson |
Conseco Revamps CSR Quality Assurance Rutherford, N.J.-based NICE Systems' product suite enables insurer to step up its call center monitoring and design audit forms more easily. |
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
June 2014
Leonard Klie |
Ovum Expects Home-Based Agents to Soar by 2017 The annual growth rate is twice that of the brick-and-mortar contact center outsourcing market. |
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. |
CRM
February 2003
Ramin Ganeshram |
Outsourcing -- Making the Right Call There are three main types of call center outsourcers. Which is best suited to your business? |
CRM
April 1, 2006
Coreen Bailor |
Market Focus: Telecommunications: Sharpen the Focus on Agent Training/Answering the Call Bring specialized agents into the mix to enhance service levels for wireless companies as CSRs work to understand new products and services. Poor customer care can quickly translate into lost business. |
Insurance & Technology
March 2, 2006
Maria Woehr |
Making Contact How Ameritas Life Insurance utilized Calabrio's contact center workforce management solution to deliver higher levels of customer service by scheduling customer service reps in the contact center more effectively. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
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
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
July 2003
David Myron |
Using the Contact Center to Support Sales Growth Employee participants are the ones holding the assets in retirement plans, so MassMutual Retirement Services decided to focus its CRM efforts not on its clients, but on its clients' employees. |
CRM
October 2011 |
Feedback from CSRs Spawns Relationship Care Relationship Care has been the driving force behind some recently launched servicing capabilities at American Express for both customers and customer service representatives. |
Insurance & Technology
November 1, 2006
Anthony O'Donnell |
The Future is Now Insurers see fewer reasons to continue to shoulder the inefficiencies of legacy systems. |
Information Today
June 11, 2007
Barbara Quint |
Copyright Cops Gain New Weapon: Attributor Corp. The company scans the Web for text, audio, video, and images that belong to its clients. Attributor's first customer is the Associated Press. |
