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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 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
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
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 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 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
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. |
Financial Advisor
September 2008
David Welling |
Manning Positions The recent success of the independent advisor industry is also the source of one of its greatest challenges. Managing this continued growth can be challenging. |
CRM
May 2004
David Myron |
Is Your Compensation Plan Undermining Your CRM Initiative? How to create incentive plans that are in line with your corporate strategy. |
Real Estate Portfolio
Sep/Oct 2000
Deidra Darsa |
The Hunt is on... It's a jungle out there. Just ask the human resources director at any real estate company how difficult it has become to track down and retain the best employees in this era of full employment and vigorous economic growth. You're likely to get an earful. |
Commercial Investment Real Estate
Jan/Feb 2008
Paige Palmer |
Personnel Assets To recruit and retain talented professionals, commercial real estate companies must recognize that employees are one of their most valuable assets. |
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
August 1, 2005
Paul Stockford |
A Recipe for Reduced Turnover: Find the Right Mix Recent advancements in selection technologies now make it possible to identify various individual traits and attributes before contact center job offers are made. |
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
February 1, 2006 |
Secret of My Success: Getting Call Center Ducks in a Row A large insurance provider turns to a state government and a local college to train agents before they come to the call center. |
CRM
January 2007
Coreen Bailor |
Making the Grade Most organizations still receive poor grades when it comes to providing comprehensive -- even adequate -- training for service and support professionals. But e-learning deployments earn straight A's when used in conjunction with formal classroom training. |
Global Services
October 25, 2007
Adyasha Sinha |
Early Warning on Attrition Offshore BPO and contact-center companies struggling to fight the attrition epidemic are coming to rely more and more on early warning systems that track employee behavior to predict their likelihood of leaving the company |
CRM
October 2004
Coreen Bailor |
12 Ways to Boost Productivity From better knowledge bases and improved natural-language search engines, to workforce management strategies and business process reengineering, here's what's new in enhancing contact center productivity. |
CRM
November 2004
Coreen Bailor |
The Underrated Differentiators Contact centers can help organizations create a significant competitive advantage. Here's how. |
PHONE+
December 30, 2009
Cara Sievers |
What Staff Does an Agent Need? The amount of staff needed is directly proportionate to the size of your book of business. |
HRO Today
September 2008
Andy Teng |
More Bang for the Buck: Outsourcing Recognition Boosts Employee Engagement Programs As organizations seek to do more with less, the power of rewards can keep the workforce engaged in times of wage stagnation. |
CRM
October 1, 2009
Christopher Musico |
The Evolution of E-Learning As contact centers adapt to the needs of a recession - and an increasing number of Generation Y staffers - the systems designed to train agents have to adapt as well. |
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
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. |
CFO
February 1, 2009
Scott Leibs |
Scoping Out the Talent It's a buyer's market, but making smart hires remains far from easy. |
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. |
CIO
June 15, 2004
Jon Surmacz |
Turnover Is Expensive Turnover will cost you. How much depends on the value you put on your employees. |
CRM
November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
CRM
April 2014
Leonard Klie |
The General Reboots Agent Training with Intradiem The online auto insurance provider updates agent skills with Intraday Management technology. |
Entrepreneur
April 2006
Mark Henricks |
The Long Haul Are you afraid your key employees are ready to walk? Here's what you can do to keep your most valuable players around. |
Global Services
October 2, 2008
Schweyer & Marzulli |
Placing Talent at the Center of Integrated Talent Management For effective Talent Management (TM), integrated talent management solution platform is required. An employee-centric mindset too is necessary; one that makes talent a partner in the lifecycle. But is that followed in organizations? |
Investment Advisor
January 2007
Angela Herbers |
A Word of Advice To establish trust and loyalty in your professional employees, here are three simple steps that will change the way your employees perceive your business, which in turn will dramatically reduce employee turnover. |
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
June 2015
Garrison Wynn |
The Call Center: Talk About Issues! Three observations on keeping -- and cultivating -- agent talent |
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. |
Pharmaceutical Executive
May 1, 2005
Jennifer Juergens |
Recognize Reward Retain: The Three Rs of Performance Management A recent study affirms that incentive programs can boost performance up to 44% if conducted in ways that address all issues related to performance and human motivation. |
HBS Working Knowledge
November 26, 2003
Paul Michelman |
Your New Core Strategy: Employee Retention The Baby Boom is de-booming and soon there will be many more jobs than people available to fill them. The message: Keep your workers happy today. |
Financial Advisor
February 2010
Caleb Brown |
How To Ruin A New Hire Advisors often make these mistakes when hiring a new employee. Here's how to avoid them. |
CIO
May 15, 2001
Esther Shein |
Hello, Dolly! A virtual, Web-based call center helps this custom doll maker find made-to-order agents... |
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. |
PHONE+
September 16, 2009
Lynn McCullough |
Agents Identify 7 Best Practices for Channel Managers Agents share their points of view on what can be done on a daily basis to ensure the best possible customer experience. |
CRM
April 2003
David Myron |
Delivering on its Promise CRM is turning call centers into profit centers. |
CRM
August 2004
Jason Compton |
Making the Right Call Choosing the right call center outsourcing option for your business. |
Financial Planning
September 1, 2011
Bogan & Doss |
Instinct or Intention? You need to hire, train and manage team members, both advisors and staff, to drive a firm's success and profitability. |
CRM
November 11, 2014 |
LiveOps Launches New Agent Recruitment Platform LiveOps' new platform makes it easier for Americans to apply as independent, work-at-home sales and customer service agents. |
Financial Advisor
July 2006
David L. Lawrence |
How To Hire The Perfect Employee Look at why you want to hire someone -- and what job they'll do. |
CRM
July 1, 2005
Coreen Bailor |
On the Scene: From Cost Center To Cash Cow As contact centers are under mounting pressure to grow revenue for organizations, CSRs are being encouraged to engage in cross- and upsell opportunities. |
CRM
February 2011
Donna Fluss |
Customer Service Initiatives for 2011 Tough economy erodes customer loyalty, but there are ways to rebuild it. |
AskMen.com
Michael Hirsch |
How To: Get Yourself An Agent Agents are necessary because they understand the industry they specialize in, know the big players and, more importantly, will know how to sell you and your talents, better than you can sell yourself. |
Entrepreneur
July 2008
Mark Henricks |
Stay Awhile Getting hourly employees to stick around in your small business doesn't have to be a challenge. |
