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CRM
September 2012
Leonard Klie |
Outsourced Home Agents Market to Double by 2015 Technical support, communications, and media verticals will see the most growth.   |
CRM
December 2009
Donna Fluss |
Presence Is Accounted For Is unified communications the next disruptive technology for customer service? |
CRM
May 2013
Donna Fluss |
Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach. |
CRM
February 2011
Donna Fluss |
Customer Service Initiatives for 2011 Tough economy erodes customer loyalty, but there are ways to rebuild it. |
CRM
November 2015
Donna Fluss |
Speech Analytics Is Important to Your Future Analyzing what your customers say to agents can have huge operational benefits across an enterprise |
CRM
January 2010
Donna Fluss |
Contact Center Innovation: What to Expect in 2010 Organizations must change their mission and culture to benefit from new technologies. |
CIO
December 2, 2013
Stephanie Overby |
Call Centers Suffer From Big Data Overload Nearly half of all contact centers consistently collect and report on metrics that they never use to improve the customer experience, according to a new survey. |
CRM
November 2015
Leonard Klie |
Contact Center Outsourcing's Rising Costs Calls to overseas contact centers take much more time |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
September 2010
Daniel Hong |
Hosted Contact Center Implementations Understanding how to make incremental changes in contact center operations to optimize customer care and control long-term costs without disrupting service delivery is the key determinant to success for implementing a hosted contact center. |
CRM
April 2010
Donna Fluss |
6 Steps to a "Greener" Contact Center What it means for the contact center to focus on the size of its carbon footprint. |
CRM
May 2014
Donna Fluss |
Use Desktop Analytics to Improve Your Servicing Environment Adoption of these solutions is poised to take off over the next few years. |
CRM
June 2015
Garrison Wynn |
The Call Center: Talk About Issues! Three observations on keeping -- and cultivating -- agent talent |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
May 1, 2007
Donna Fluss |
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. |
CRM
April 2008
Jessica Tsai |
The 2008 CRM Service Awards: Rising Stars -- Spoken Communications Spoken Communications keeps callers from waiting aimlessly on the line, but it's waiting for a big customer to keep it in the limelight. |
CRM
May 2015
Donna Fluss |
WFM Finds a Better Direction Algorithms and simulation address a key mathematical challenge |
CRM
September 2014
Leonard Klie |
Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today. |
CRM
April 30, 2013 |
HP Pairs with Avaya for Cloud Contact Center Solutions New Customer Engagement as a Service brings social media marketing, mobile integration, and customer analytics to a single platform. |
CRM
March 2015
Donna Fluss |
10 Top Enterprise Trends for 2015 Service excellence is finally taking a starring role. |
CRM
March 2013
David Myron |
What Motivates Customer Service Decisions? Companies should invest in customer experience improvements because they consider it an essential part of building customer trust and improving relationships. Instead of fearing customers, organizations should respect them. |
CRM
April 2014
Leonard Klie |
The General Reboots Agent Training with Intradiem The online auto insurance provider updates agent skills with Intraday Management technology. |
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. |
Financial Planning
June 1, 2013
Barry Glassman |
Make Outsourcing a Competitive Advantage The strategy is not new - but the extent to which we use outside expertise is unusual. |
CRM
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
PHONE+
December 3, 2009
Daniel Lonstein |
Meeting Call-Center Challenges Last year was a mixed bag of opportunity, risk and regulatory hurdles for the call center industry. |
CRM
March 2011
Donna Fluss |
Realizing the Benefits of Speech Analytics Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope. |
CRM
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
CRM
May 2008
Christopher Musico |
And They're Off! Offshore, that is -- and nearshore, and homeshore. When it comes to outsourcing contact centers, it's a whole new horse race. |
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. |
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. |
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
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
March 2011
Leonard Klie |
Gripes About U.S. Contact Centers Rise Since 2008, complaints have jumped by 40 percent, says analyst firm |
CRM
November 2, 2012 |
Contact Centers Are a Growing Industry A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
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. |
Insurance & Technology
July 11, 2008
Akhil Tripathi |
Web-Based Solutions Deliver on Agents' Tech Expectations Insurers can leverage agent portals and systems integration technology to streamline agents' workflow and improve efficiencies. |
Global Services
January 1, 2008
Todd Lefkowitz |
Answering Services Call Regardless of the IT infrastructure outsourcing option a customer organization chooses, one of the most important elements in the partnership is the communication on managing risk, optimally using technology and enhancing efficiency. |
CRM
David Myron |
Five Ways to Reveal Your Customer Data Here is a list of five technologies and strategies that can help your organization gain more customer insight. |
CRM
July 2014
Donna Fluss |
Is It Time to Replace Your Complaint Management System? Flexibility is the key to meeting evolving business challenges. |
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. |
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
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. |
Global Services
October 30, 2008
Ben Bauer |
The New Outsourcing Option Developing, operating and managing volumes of information as well as maintaining mission-critical applications is a challenge faced by most organizations. That's when infrastructure as a service comes to the rescue |
CRM
October 31, 2014
Kumaran Ponnambalam |
How Human Variability Can Improve Contact Center Performance Look beyond technology to serve your customers best. |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
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. |
InternetNews
June 7, 2010 |
Google Talks Up Cloud Security Features Google's efforts to become a viable alternative for enterprises looking to store and manage their data in the cloud will largely be determined by its ability to provide ironclad security. |
