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CRM
November 25, 2003
David Myron |
BPO: Northern Exposure According to a Datamonitor research report, U.S. call centers are packing up and moving north.   |
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. |
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
September 1, 2007
Denis Pombriant |
Back to the Drawing Board The real problem with contact centers runs deeper than you might think. |
CRM
February 1, 2008
Donna Fluss |
2008 Contact Center Challenges Before managers can tackle primary goals, obstacles must be overcome. |
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
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
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
Bank Systems & Technology
January 3, 2006
Maria Bruno-Britz |
Opportunity Calling In their ongoing quest to increase revenue and retain customers, banks have redoubled their efforts to find and implement cutting-edge technologies and strategies to identify sales opportunities and improve service -- sometimes with mixed results. |
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
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. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
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
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
AskMen.com
Sunder Ramachandran |
Online Networking Today, there are several websites that facilitate the coming together of people with common career interests and agendas. Here's how to exploit this medium effectively. |
AskMen.com
May 6, 2013 |
Favoritism Nancy DiTomaso, who conducted research on the unemployment disparity between whites and blacks, finds that the driving but unspoken force behind it is often the favoritism that results from social networking. |
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. |
Job Journal
June 20, 2010
Deborah Brown-Volkman |
Career Pros: Apprehensive About Networking? Experts say networking is the best pathway to your next great job or opportunity. But what happens if you don't like to network? Or more specifically, you are afraid of it? Try this 5-step cure. |
Global Services
November 29, 2007 |
The Future of Contact Centers The ideal contact center of 2010 will be a profit center, with primary revenue-generation responsibility, with growing revenues coming from Gen. Y consumers who are interacting using technology. |
The Motley Fool
October 31, 2011
Eric Bleeker |
Earnings Season Recap: Networking Checking in on an already great earnings season in networking. |
