| Similar Articles |
|---|
 |
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 1, 2003
Lisa Picarille |
No Means No Companies need to balance the potential of bringing in more revenue with overly aggressive tactics that might send a customer running to a rival. |
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. |
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. |
CRM
May 2, 2005 |
The Pulse: Does your contact center provide your agents with a holistic view of your customers' interactions with the company across the enterprise? A chart depicting what percentage of CRM readers provide their agents with a complete view of customers' company interactions. |
CRM
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
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. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
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
October 2013
Paul Korzeniowski |
CRM and Knowledge Management: Balancing Information and Insight Companies are tying KM systems into CRM solutions to maximize understanding and use of internal resources, but the process can be onerous. |
CRM
September 1, 2004
Lior Arussy |
Stop Wasting Everyone's Time Give agents timely access to relevant data, and watch sales and satisfaction soar. |
CRM
December 20, 2004
Coreen Bailor |
Dedicated Call Center Agents Make a Difference Vision Improvement Technologies uses specialized telemarketers to stimulate sales results. |
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. |
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. |
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
July 15, 2015
Subramaniam & Sharma |
Do You Feel Your Customers' Pain (Points)? A study finds that agent knowledge is the biggest customer service headache. Here's how to spell relief. |
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
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
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
November 2015
Leonard Klie |
Kaybus Puts Knowledge at PlusOne's Fingertips The contact center operator's agents benefit from up-to-date info |
CRM
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
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. |
Managed Care
September 2003 |
Forecast for injectable agents: more and higher cost Twenty injectable drugs accounted for two-thirds of the total injectable costs, excluding chemotherapy agents and vaccines, at a representative HMO with two million covered lives. And the number of injectable agents and the cost is just beginning to grow. |
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. |
The Motley Fool
May 26, 2004 |
Choosing the Right Real Estate Agent A good agent can serve you very well -- so choose carefully. |
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. |
Insurance & Technology
July 11, 2008
Carolyn "Cal" J. Durland |
Carriers Must Focus on Consistency, Timeliness and Flow With services such as upload, download and real-time functionality, supported by ACORD standards, insurers can offer agents greatly enhanced efficiency and accessibility. |
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. |
The Motley Fool
April 7, 2004
Selena Maranjian |
Tough Times for Real Estate Agents The housing market is still booming, but all isn't rosy for agents. |
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
April 7, 2015 |
Microsoft Partners with Vertafore to Extend Dynamics CRM to Insurance Industry New offerings let insurance agents expand CRM capabilities and streamline customer interactions. |
Insurance & Technology
July 8, 2010
Nathan Golia |
Farmers Looks to E-Readers for Agent Resources The insurer and its agents are finding that improving access to sales and training resources by putting them on e-readers improves customer service. |
CRM
April 2003
David Myron |
Delivering on its Promise CRM is turning call centers into profit centers. |
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
June 2015
Garrison Wynn |
The Call Center: Talk About Issues! Three observations on keeping -- and cultivating -- agent talent |
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
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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. |
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. |
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. |
Insurance & Technology
July 12, 2006
Maria Woehr |
Staying In The Game An interview with Bob Winn, vice president of Capital Insurance Group about implementing a new policy administration system for commercial lines and converting the company's personal lines products to a .NET-based, Web-enabled format for agents. |
HBS Working Knowledge
April 18, 2005
Cross, Liedtka & Weiss |
Sallie Mae's Call Center That Works For many companies, call centers lose more customers than they help. Here's how Sallie Mae creates seamless customer service without the hassle, using "routine response" networks to connect customers with its agents. A Harvard Business Review excerpt. |
PHONE+
January 29, 2010
Khali Henderson |
On-Demand CRM for Telecom Agents Debuts After a year in beta testing, Qudex announced in fall 2009 a new on-demand CRM package just for telecom. The software as a service application was designed for customers, carriers and agents to manage telecom assets. |
Entrepreneur
January 2006
Chris McGinnis |
Return of the Agent With about 65% of all business travel reservations made online, you'd think travel agents might be going the way of the dodo bird. Not so fast. Online booking is great, but if your trip is complex, call in an expert. |
Managed Care
April 2005 |
Diabetes Costs Rise, But so Does Adherence A typical health plan can expect endocrine and diabetes agents to amount to 6% to 8% of total utilization costs, with spending on these agents to increase between 11% and 15% 2005. |
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. |
CIO
January 1, 2003
Stephanie Overby |
The New, New Intelligence The military, intelligence and law enforcement communities see software agents as a tool for dealing with the daunting task of having to retrieve and monitor huge amounts of data in ongoing investigations or to prevent potential problems (from terrorist activity to insider trading). |
Insurance & Technology
January 23, 2008
Anthony O'Donnell |
SMIC Goes Live on IDP's AgentXpress Ease of use and efficiencies for the Upstate New York-based regional P&C carrier and its agents alike drove adoption of IDP's portal technology. |
PHONE+
December 30, 2009
Khali Henderson |
What Are the Primary Agent Business Models? Descriptions of the several types of agents in the telecom industry. |
Investment Advisor
October 2009
Marlene Y. Satter |
The Multilife Market A new marketing emphasis these days in disability insurance is multilife sales. |
