| Similar Articles |
|---|
 |
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
May 2014
Leonard Klie |
The New Roles of Customer Service Outsourcers Labor rates are no longer the main concern as companies consider outsourcing their contact centers. |
CRM
January 8, 2015
Leonard Klie |
Alorica Acquires West's Agent Services Businesses The $275 million deal expands Alorica's capabilities, service offerings, and delivery options. |
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
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
May 2011
Leonard Klie |
Socially Challenged CRM outsourcers still grapple with social media strategies. |
CRM
June 2006
Coreen Bailor |
7 Strategies for Partnering With Outsourcers Overlooking these simple outsource partnership practices may scrap any hope of delivering a seamless customer service experience. |
CRM
July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
April 10, 2015
Leonard Klie |
AT&T Breach Puts a Spotlight on Contact Center Fraud Outsourced contact centers implicated in cell phone scheme involving data for 280,000 customers. |
CRM
November 2014
Leonard Klie |
Work-at-Home Solutions Are Transforming Call Center Operations At-home agents can be as productive, if not more so, as those in the contact center. |
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
August 2004
Jason Compton |
Making the Right Call Choosing the right call center outsourcing option for your business. |
Investment Advisor
October 2009
Marlene Y. Satter |
The Multilife Market A new marketing emphasis these days in disability insurance is multilife sales. |
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
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. |
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. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Contact Center Outsourcing Information Services Group recently reported that 77 percent of contact center operations are still being performed in-house, but outsourcing of those services has been gaining momentum. |
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 2003
David Myron |
Delivering on its Promise CRM is turning call centers into profit centers. |
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
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. |
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
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. |
The Motley Fool
May 26, 2004 |
Choosing the Right Real Estate Agent A good agent can serve you very well -- so choose carefully. |
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. |
CRM
February 1, 2006
Phillip Britt |
Scheduling Tool Traction By implementing a new workforce scheduling application, agent hours have been reduced by 20% at Taction, a call center outsourcing company. |
Insurance & Technology
July 11, 2008
Karen Pauli |
Integrated Agency Management Systems Key to Improving Agent Performance and Efficiency Agents want fully integrated systems that offer a single entry of data, a single view of the customer, and mobile and real-time functionalities. |
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. |
CRM
August 1, 2009
Christopher Musico |
Out of Bounds: Virtually Blending the Shopping Experience What do you do when your customers aren't playing in your court? |
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. |
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. |
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. |
CRM
October 2010
Koa Beck |
Anybody's Bot Virtual agents, deemed the new concierge of the Internet, help customers navigate through ever-increasing Web site complexities. |
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. |
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. |
CRM
February 6, 2015
Leonard Klie |
U.S. Contact Centers Added 50,000 New Jobs in 2014 Three consecutive quarters of job growth revive U.S. contact center industry. |
CRM
June 2015
Garrison Wynn |
The Call Center: Talk About Issues! Three observations on keeping -- and cultivating -- agent talent |
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 |
CRM
February 2003
Ramin Ganeshram |
Outsourcing -- Making the Right Call There are three main types of call center outsourcers. Which is best suited to your business? |
CRM
March 2006
Coreen Bailor |
Keeping Balance in the Center Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. If your contact center efforts are unbalanced, consider these five approaches to achieving service and efficiency equilibrium. |
CRM
December 20, 2004
Coreen Bailor |
Dedicated Call Center Agents Make a Difference Vision Improvement Technologies uses specialized telemarketers to stimulate sales results. |
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. |
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. |
PHONE+
January 12, 2010 |
Can An Agent Survive on Referrals Alone? Referrals can be a great way of building a business and should be a part of any sales process, but a business will not be able to grow on referrals alone. |
BusinessWeek
January 23, 2006
Michelle Conlin |
Call Centers In The Rec Room "Homeshoring" takes off as moms and others provide an alternative to offshoring. |
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... |
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. |
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. |
