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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
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. |
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. |
Entrepreneur
August 2005
Chris Penttila |
Homing In The off-shore call center may become a thing of the past. "Home-shoring" -- employing homebased, virtual workers in the U.S. -- is poised to make its mark on the economy. It can be a cost-effective option for companies, and bring jobs to the U.S. economy. |
CRM
July 2003
David Myron |
Service on Steroids The contact center performance enhancers of choice these days are training, workflow automation, workforce optimization, and workforce management. These tools are coming together to form one dynamic performance-optimization solution to pump up the service volume. |
CRM
June 2014
Leonard Klie |
Ovum Expects Home-Based Agents to Soar by 2017 The annual growth rate is twice that of the brick-and-mortar contact center outsourcing market. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
CRM
September 2012
Leonard Klie |
Outsourced Home Agents Market to Double by 2015 Technical support, communications, and media verticals will see the most growth. |
The Motley Fool
May 26, 2004 |
Choosing the Right Real Estate Agent A good agent can serve you very well -- so choose carefully. |
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. |
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
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. |
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. |
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
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. |
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
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
June 2015
Garrison Wynn |
The Call Center: Talk About Issues! Three observations on keeping -- and cultivating -- agent talent |
AskMen.com
Michael Hirsch |
How To: Get Yourself An Agent Agents are necessary because they understand the industry they specialize in, know the big players and, more importantly, will know how to sell you and your talents, better than you can sell yourself. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
BusinessWeek
January 23, 2006
Michelle Conlin |
Call Centers In The Rec Room "Homeshoring" takes off as moms and others provide an alternative to offshoring. |
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
April 2003
David Myron |
Delivering on its Promise CRM is turning call centers into profit centers. |
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... |
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. |
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. |
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
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
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+
December 30, 2009
Cara Sievers |
What Staff Does an Agent Need? The amount of staff needed is directly proportionate to the size of your book of business. |
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. |
Fast Company
April 2004
Chuck Salter |
Calling JetBlue JetBlue's recipe for customer service success combines work-at-home moms, flexible schedules, employee education, individual initiative, and... Potbelly Bear. |
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. |
Insurance & Technology
December 23, 2005
Maria Woehr |
No Place Like Home To streamline work processes and improve ease of doing business, The Hartford redesigned its Electronic Business Center (EBC) agent portal home page. |
CRM
May 20, 2011
Tom Topolinski |
Call Centers Beware Social media and smart technologies are here |
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. |
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. |
Job Journal
May 8, 2011 |
Insurance Agents Enjoy Secure, Solid Careers If you enjoy working with others and can empathize with their problems and concerns, you can build a fulfilling, lucrative career in the insurance industry. You'll be helping people protect their families, their homes and their personal belongings. |
| Knowledge@Wharton |
Telephone Call Centers: The Factory Floors of the 21st Century For most of the past century, the factory floor offered a path upward for Americans short on education. Now many low and semi-skilled workers must turn to a 21st century replacement: the telephone call center... |
Insurance & Technology
January 17, 2006
Lisa Valentine |
Serving the Agent Customer An interview with Chris Steward, CIO of Arbella Insurance Group, on leading the change to provide agents with an easy-to-use method of doing business and how he runs a healthy IT department. |
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
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. |
CRM
May 2, 2005
Coreen Bailor |
Rewriting a Performance Management Formula Electric Insurance is operating more efficiently after revamping its labor intensive processes. The company used CentreVu Supervisor to manage its call volume, IEX's TotalView to manage its schedules, and NICE Universe for quality monitoring. |
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
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
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
February 2, 2003 |
Hot Seat Lior Arussy, corporate vice president and general manager of Nice Systems Ltd. and author of The Experience! How to Wow Your Customers and Create A Passionate Workplace, talks about some of the common customer-service roadblocks and how to solve them. |
CRM
January 2007
Coreen Bailor |
Making the Grade Most organizations still receive poor grades when it comes to providing comprehensive -- even adequate -- training for service and support professionals. But e-learning deployments earn straight A's when used in conjunction with formal classroom training. |
CRM
February 1, 2006 |
Secret of My Success: Getting Call Center Ducks in a Row A large insurance provider turns to a state government and a local college to train agents before they come to the call center. |
