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The Rise of Social Customer Care Best practices for staying on top of the new service landscape.   |
Bank Systems & Technology
June 1, 2005
Peggy Bresnick Kendler |
Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships. |
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February 1, 2008
Donna Fluss |
2008 Contact Center Challenges Before managers can tackle primary goals, obstacles must be overcome. |
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July 2012
Donna Fluss |
Social Media Belongs in the Contact Center When marketing works with customer service, customers and enterprise benefit |
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May 1, 2007
Donna Fluss |
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. |
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. |
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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
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. |
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September 2013
Donna Fluss |
Meeting the Social Media Challenge Build a system that works for your company. |
CRM
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
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. |
CRM
January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
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. |
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. |
CRM
November 2012
Leonard Klie |
Work-at-Home Solution Flies for Alaska Airlines The company maintains high standards with telecommuting agents using Envision's Click2Coach training and quality monitoring solution. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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. |
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March 2015
Donna Fluss |
10 Top Enterprise Trends for 2015 Service excellence is finally taking a starring role. |
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
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
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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. |
CRM
April 2014
Leonard Klie |
The General Reboots Agent Training with Intradiem The online auto insurance provider updates agent skills with Intraday Management technology. |
CRM
February 2011
Donna Fluss |
Customer Service Initiatives for 2011 Tough economy erodes customer loyalty, but there are ways to rebuild it. |
CRM
November 1, 2005
Colin Beasty |
Required Reading: Cashing in on Contact Centers Donna Fluss, principal of DMG Consulting, discusses her new book, The Real-Time Contact Center... Also: Bag the Elephant by Steve Kaplan... The Advertised Mind by Erik du Plessis... etc. |
Insurance & Technology
November 15, 2006
Peggy Bresnick Kendler |
Making Successful Contact Industry experts answer questions about how contact centers fit into insurers' customer service and distribution strategies. |
CRM
May 2015
Donna Fluss |
WFM Finds a Better Direction Algorithms and simulation address a key mathematical challenge |
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 26, 2010
Jo Ann Parris |
Going Viral: Social Media and Customer Service How to embrace social engagements in the contact center. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
| PHONE+ |
Q&A With Lightyear Channel Chief Kevin Parker A PHONE+ interview with Kevin Parker, vice president of sales for Lightyear Network Solutions, about his plans for the company's indirect sales channel. |
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
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
November 2015
Leonard Klie |
Contact Center Outsourcing's Rising Costs Calls to overseas contact centers take much more time |
CRM
April 2003
David Myron |
Delivering on its Promise CRM is turning call centers into profit centers. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
CRM
August 2, 2004
Coreen Bailor |
As the Call Center Outsourcing Debate Turns Companies are continuing to go ahead with their plans to locate contact centers offshore, despite the political clamor. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
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
August 2004
Jason Compton |
Making the Right Call Choosing the right call center outsourcing option for your business. |
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
February 26, 2013
Leonard Klie |
inContact Releases New Version of Cloud Contact Center Software The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem. |
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. |
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
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
Insurance & Technology
May 19, 2009
Kaytes & Josefowicz |
Technology and the Science of Customer Retention Data accessibility, analytics, rules-driven workflow, and process visibility can supply the capabilities insurers need to retain profitable customers. |
CRM
May 2007
Coreen Bailor |
Yackety Clack Text chat is no longer exclusively for the tech-adept, buddy-list teen set -- it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts. |
Insurance & Technology
May 18, 2007
Dan Carmichael |
Ohio Casualty CEO Dan Carmichael Says Company's Technology Is Just How It Should Be Ohio Casualty's CEO talks about the company's technology advancements. |
CRM
June 10, 2011
Glen Schrank |
The Top 5 Issues in Complaint Management Understanding a 360 degree view of your customers. |
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
September 1, 2004
Lior Arussy |
Stop Wasting Everyone's Time Give agents timely access to relevant data, and watch sales and satisfaction soar. |
