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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
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
March 14, 2014
Leonard Klie |
Aspect Software Releases Workforce Optimization 8.0 and Aspect Mentor Aspect's WFO 8.0 and Aspect Mentor expand the reach of speech analytics beyond basic call recordings. |
CRM
November 18, 2015 |
Oracle Updates Its Marketing Cloud The upgrades to Oracle Marketing Cloud help companies enhance sales enablement, improve cross-channel orchestration, and demonstrate marketing's impact on business results. |
CRM
July 9, 2015
Yvonne Ba |
How to Solve the Customer Experience Puzzle You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy. |
CRM
April 3, 2012 |
inContact Extends Its Cloud Platform The platform is expanded to include more reporting, scripting, and integrations. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
October 16, 2014
Leonard Klie |
At Dreamforce, Salesforce.com Unveils Road Map for Service Cloud Updates Many new features delivered already, with more on the way. |
CRM
February 22, 2013
Paul Lang |
What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
January 29, 2015
Oren Smilansky |
Oracle Updates Service Cloud to Optimize Collaborative Interactions New features aim to help service agents better understand the customer's journey and streamline cooperative processes. |
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
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
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
October 31, 2014
Kumaran Ponnambalam |
How Human Variability Can Improve Contact Center Performance Look beyond technology to serve your customers best. |
CRM
March 2010
Ian Jacobs |
Combine and Conquer Consolidation can benefit customers and companies alike. |
CRM
January 2015
Leonard Klie |
In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value. |
CRM
January 13, 2015 |
Toshiba's Releases IPedge Virtual Server Communications and Contact Center Solution The Toshiba IPedge business telephone system includes advanced contact center capabilities in a single server. |
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
January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
CRM
March 2014
David Myron |
Top 3 Customer Service Trends for 2014 This year's hottest customer service trends include social media, cloud technology, and mobile devices. |
CRM
June 1, 2005
Paul Stockford |
Workforce Optimization's Missing Link Companies should strengthen their workforce optimization strategy with the addition of efficient agent selection tools. |
CRM
January 1, 2007 |
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... |
CRM
October 1, 2007
Colin Beasty |
Tech Solution: Workforce Management Solutions Business problem: Managers cannot staff and manage their contact centers effectively. Workforce optimization solutions, which are simplifying those complex tasks while providing insightful performance management and learning capabilities. |
CRM
November 16, 2010
Koa Beck |
LiveVox Announces VoIP Agent@Ready VoIP Agent@Ready is a cloud-based inbound/outbound contact solution and supports telephony infrastructure with "hunt" groups of greater precision. |
Bank Technology News
January 2006
John Adams |
Call Center Service: Looking For A Handle To Reduce 'on Hold' Institutions like Provident Bank are using call routing and data mining technology to reduce inbound call duration and to improve overall service for customers. |
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
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. |
PHONE+
December 7, 2009
Michael Murphy |
Get Your Head in the Cloud Cloud computing can can provide additional value to new and existing clients. |
CRM
February 2013
Leonard Klie |
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. |
CRM
August 1, 2006
Ian Jacobs |
Culture and Skills: The Right Route Sending customer service queries to employees who are not trained in customer care is the wrong way to go. |
CRM
May 11, 2012
Jordan Socran |
Build Relationships Through Proactive Support Supporting connected customers has never been more important. |
Insurance & Technology
July 3, 2008
Peggy Bresnick Kendler |
Shift to Independent Agents Compels Insurers to Modify Practices Industry insiders discuss keys to leveraging technology to boost agent performance. |
CRM
January 21, 2005
Paul Stockford |
It's Not Your Father's e-Learning The entire concept of agent training has been turned on its ear, and delivers unprecedented levels of efficiency and productivity. |
PHONE+
May 25, 2010 |
Ethical Dilemma No. 4: First Quote or Ink Wins? Policies for preventing quoting conflicts between competing agents working with the same master agent. |
JavaWorld
June 2002
Jason Byassee |
Unleash mobile agents using Jini Mobile agents are powerful, versatile, and -- possibly most important -- fun to work with. Java's Jini framework facilitates mobile agent application development, providing key features for distributed network programming. |
PHONE+
April 15, 2009
James O. Warren |
Playing By the Channel Sales Rules A quintessential document outlining the guidelines for direct and indirect sales representatives to avoid or resolve channel conflict. |
CRM
December 2003
David Myron |
Service Revs Up Nissan's Turnaround Getting a better understanding of agent performance enabled Nissan Motor Acceptance Corp. to address problem areas; the results were significant. |
CRM
December 8, 2003
Jan Kolasinski |
Call Center Performance and Customer Satisfaction Better understanding of the decisional procedures of a call center could provide call center organizations with the level of customer service they have been striving for. |
CRM
January 1, 2007
Kate Leggett |
The Informed Agent Customers are searching for a good service experience and will pay a premium to be assured of such service. Only when you have a receptive customer base can you be successful at marketing to them. Help drive customer loyalty with sophisticated knowledge retrieval methods. |
PHONE+
April 29, 2009 |
Agent Model Suits Hosted IT Services Many vendors are finally warming up to the idea that delivering their functionality as a service is not such a bad idea. |
