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CRM
March 1, 2008
Marshall Lager |
Chasing Down First-Call Resolution A credit-card company reduces agent strain and finds answers faster with Enkata.   |
Bank Technology News
August 2008
Glen Fest |
First-Call Resolution Becomes Imperative BNY Mellon's Shareowner Services division is among a small number of call centers that have begun to take seriously the need to dive deep into the matter of first-call resolution. |
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. |
CRM
April 2008 |
The 2008 CRM Service Awards: Elite -- Introduction These four implementations - successfully undertaken by wildly different companies utilizing products from a variety of vendors - represent the very best of this year's efforts. |
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
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. |
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
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
CRM
June 27, 2014
Damon Lockwood |
How Big Data Can Transform the Customer Journey Add essential insight to contact center and back-office operations. |
| PHONE+ |
Back to Basics: Channel Partners Fact Book 2011 An editorial regarding the inspiration and intention of the Channel Partners Fact Book guide for telephony agents. |
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. |
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
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 2008 |
The 2008 CRM Service Awards: Table of Contents and Introduction The leaders, the winners, and the honorees - the best of the CRM service industry over the last 12 months. |
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. |
Bank Technology News
March 2007
Edmund V. Tribue |
Call Centers Make or Break Relationships Bank service centers have become a crucial arena for managing customers' overall experience. |
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
June 2015
Garrison Wynn |
The Call Center: Talk About Issues! Three observations on keeping -- and cultivating -- agent talent |
PHONE+
December 30, 2009 |
Channel 101 -- PHONE+ Fact Book 2010 An updated primer of telecom industry basics. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
PHONE+
May 19, 2009 |
Thinking Out of the Telecom Box To survive the recession, telecom agents need to take a long, hard look at their businesses. |
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. |
The Motley Fool
February 16, 2007
Dan Caplinger |
Have an Agent in Your Corner Buying a house is stressful enough without having to worry about whether you can trust the real estate agent you're working with. By using a dedicated buyers' agent, you can make sure your agent is working for you. |
PHONE+
December 22, 2009 |
How Will the Communications Industry's Indirect Channel Be Transformed in the Next 10 Years? Telecom executives weigh in on what the future holds for the telecom industry. |
The Motley Fool
August 19, 2011
Zeeshan Siddique |
Why JPMorgan Chase Is a Buy Right Now With strong fundamentals and an attractive price, JPMorgan Chase looks like a good buy. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
PHONE+
February 17, 2010
Khali Henderson |
Q&A With TelePacific Channel Chief Ken Bisnoff TelePacific Communications announced in early January that Ken Bisnoff has retaken the reins of the CLEC's TelePartner program, following the resignation of Justin Chris-Tensen |
Insurance & Technology
February 1, 2006
Phil Britt |
A Web of Support There has been an upturn in insurers' investments in Web-based tools that enable agents to work more efficiently and, through those efficiencies, sell more, increase commissions and make more money for the companies they represent. |
Insurance & Technology
July 8, 2010
Nathan Golia |
Farmers Looks to E-Readers for Agent Resources The insurer and its agents are finding that improving access to sales and training resources by putting them on e-readers improves customer service. |
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. |
Bank Systems & Technology
November 30, 2003
Cynthia Ramsaran |
Chase Centralized Messaging Center Increases Security New online message center provides more efficient and secure customer service. |
The Motley Fool
May 26, 2004 |
Choosing the Right Real Estate Agent A good agent can serve you very well -- so choose carefully. |
Insurance & Technology
November 28, 2005
Peggy Bresnick Kendler |
Higher-Tech Agents Leading experts in agent technology answer critical questions about the relationship between agents and technology. |
U.S. Banker
March 2008
Karen Krebsbach |
`Chasing What Matters' Doesn't Matter Much JPMorgan Chase's new branding campaign doesn't provide any of the humor, pizzazz or warmth of its rivals' campaigns. |
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. |
PHONE+
December 30, 2009
Khali Henderson |
What Are the Primary Agent Business Models? Descriptions of the several types of agents in the telecom industry. |
| PHONE+ |
PHONE+ Asks: How Will Carrier Consolidation Impact the Agent Channel? Several agents weigh in on this question. |
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
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. |
CIO
November 1, 2001
Louise Fickel |
Know-It-Alls To streamline customer service, Marconi employed a system to facilitate knowledge sharing among its tech support personnel. In the process, the roles of tech agents changed dramatically... |
PHONE+
December 28, 2009
Cara Sievers |
The Channel: A Look Back Agent news highlights from the last ten years in the telecom industry. |
PHONE+
January 29, 2010
Khali Henderson |
On-Demand CRM for Telecom Agents Debuts After a year in beta testing, Qudex announced in fall 2009 a new on-demand CRM package just for telecom. The software as a service application was designed for customers, carriers and agents to manage telecom assets. |
PHONE+
Michael Murphy |
Surviving Carrier Consolidation Consolidation definitely has its pros and cons. Your willingness to prepare yourself, diversify within the industry and maintain strong client and vendor relationships will help you succeed no matter how the landscape changes. |
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. |
Insurance & Technology
September 1, 2007
Nathan Conz |
Insurers Upgrade Call Center Technologies To Improve Customer Experience Insurers are changing their contact center philosophies and upgrading call center technology in an effort to improve customer satisfaction and boost customer retention. |
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. |
PHONE+
December 30, 2009
Cara Sievers |
Back Office: What Do You Need to Run an Agency? To be able to concentrate on selling to current customers and generating relationships that will hopefully create new customers, agents must be cognizant of everything that needs to happen smoothly behind the scenes. |
The Motley Fool
December 13, 2007
Selena Maranjian |
Chase Does Right for Consumers Chase credit cards will soon offer better terms. |
The Motley Fool
February 17, 2006 |
Choosing a Real Estate Agent How should you go about choosing a real estate broker or agent? Don't just sign up with the one who promises you the highest price for your house. Here are a few tips. |
CRM
January 2006
Coreen Bailor |
Surefire Hires Organizations jeopardize their ability to best serve customers if they don't have selection, retention, and development strategies for contact center agents. Here, industry insiders offer nine tips to help minimize risk. |
