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CRM
May 1, 2007
Donna Fluss
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. mark for My Articles similar articles
CRM
March 2011
Donna Fluss
Realizing the Benefits of Speech Analytics Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope. mark for My Articles similar articles
CRM
February 1, 2008
Donna Fluss
2008 Contact Center Challenges Before managers can tackle primary goals, obstacles must be overcome. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
February 2011
Fluss & Rogers
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. mark for My Articles similar articles
CRM
July 1, 2009
Donna Fluss
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. mark for My Articles similar articles
CRM
January 2012
Donna Fluss
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. mark for My Articles similar articles
CRM
October 28, 2011
Leonard Klie
Verint Launches Fully Web-Enabled Enterprise WFM Solution The offering continues to drive workforce management further into the enterprise with enhanced branch, contact center and back-office operations features. mark for My Articles similar articles
CRM
November 2015
Donna Fluss
Speech Analytics Is Important to Your Future Analyzing what your customers say to agents can have huge operational benefits across an enterprise mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
April 2011
Paul Korzeniowski
QM Picture Grows Blurry Vendors deliver a broad suite of new functionality. mark for My Articles similar articles
CRM
February 1, 2007
Nick Discombe
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. mark for My Articles similar articles
CRM
May 2013
Donna Fluss
Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach. mark for My Articles similar articles
CRM
September 2011
Leonard Klie
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company mark for My Articles similar articles
CRM
November 2014
Donna Fluss
Speech Analytics Is Starting to Make a Difference With skilled analysts behind them, these solutions can enhance the customer journey. mark for My Articles similar articles
CRM
November 2004
Coreen Bailor
The Underrated Differentiators Contact centers can help organizations create a significant competitive advantage. Here's how. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
August 1, 2003
Lior Arussy
Efficiency Versus Quality There is no such thing as an efficient customer relationship. mark for My Articles similar articles
CRM
July 12, 2013
Carolyn Crews
Create an Exceptional Customer Service Culture Invest in your team to build a talented employee base. mark for My Articles similar articles
CRM
March 2014
Donna Fluss
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. mark for My Articles similar articles
CIO
August 13, 2008
Karan Sorenson
Why Mentoring Creates Competitive Advantage Mentoring your team creates an IT department that is better able to compete for talent and business advantage, says the CIO of Johnson & Johnson Pharmaceutical Research & Development. mark for My Articles similar articles
Bank Systems & Technology
January 5, 2009
Jonathan Gossels
Banks Must be Mindful of Security When Cutting Costs Forget security initiatives - for most bank IT organizations, the focus is survival. mark for My Articles similar articles
CRM
June 7, 2013
David Lloyd
Prepare for the Age of the Customer Advances in technology will help contact centers shine. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
David Myron
Five Ways to Reveal Your Customer Data Here is a list of five technologies and strategies that can help your organization gain more customer insight. mark for My Articles similar articles
CRM
August 26, 2011
Rajaram & Manasa
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. mark for My Articles similar articles
CRM
July 2013
Barton Goldenberg
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. mark for My Articles similar articles
CRM
September 2010
Daniel Hong
Hosted Contact Center Implementations Understanding how to make incremental changes in contact center operations to optimize customer care and control long-term costs without disrupting service delivery is the key determinant to success for implementing a hosted contact center. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
November 29, 2013
Shelley F. Hall
Five Actions to Sustain Customer Service Improvement Initiatives Keep your company from falling short of success. Lasting fixes that drive customer satisfaction and loyalty take time and thought to develop and deliver. mark for My Articles similar articles
CRM
September 16, 2011
Michael Brito
From Social Brand to Social Business Organizations need to be smart and think long term. From the outside looking in, most wouldn't recognize and understand the challenges that social media has created in the enterprise. mark for My Articles similar articles
CRM
December 2009
Bruce Temkin
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year. mark for My Articles similar articles
CRM
July 2003
David Myron
In Beta: Replaying The Experience Nice Systems knows memory fades with time. That's why Nice introduced Nice Feedback, an IVR survey system that enables contact centers to obtain direct customer feedback immediately after a service call. mark for My Articles similar articles
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. mark for My Articles similar articles
U.S. Banker
January 2008
Figgat et al.
Making Contact Centers Profitable Forty percent of contact centers today are revenue drivers -- up from zero just ten years ago. What are these institutions doing differently from those that seem stuck in the cost-center model? And what can the latter do to improve? mark for My Articles similar articles
CRM
September 2010
Fluss & Rogers
The Growth of Social Media in Customer Service While most of what's happening in social media is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion. mark for My Articles similar articles
CRM
May 12, 2015
Reevoo Partners with Feedback Ferret on Travel App Reevoo and Feedback Ferret partnership allow travel companies to capture and act on customer feedback. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
September 1, 2007
Denis Pombriant
Back to the Drawing Board The real problem with contact centers runs deeper than you might think. mark for My Articles similar articles
Financial Advisor
June 2007
Rebecca Pomering
Building The Dream Team A performance management system is critical to the health and success of any financial advisory firm. A well-designed performance management system helps managers meet the need for individual challenge and motivation that aligns with the firm's strategic direction. mark for My Articles similar articles
Insurance & Technology
June 1, 2006
Poniatowski & Wichser
A Better Metric For IT Efficiency Even the most efficient IT function can't be considered excellent unless it's doing the things that really matter to the company. mark for My Articles similar articles
Global Services
October 25, 2007
Adyasha Sinha
Early Warning on Attrition Offshore BPO and contact-center companies struggling to fight the attrition epidemic are coming to rely more and more on early warning systems that track employee behavior to predict their likelihood of leaving the company mark for My Articles similar articles
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. mark for My Articles similar articles
CIO
May 1, 2003
Susan H. Cramm
An All-Around Waste of Time Full-circle or 360-degree feedback assessments must meet three conditions to be useful: tailored, internalized and followed up. mark for My Articles similar articles
The Motley Fool
February 24, 2009
Beth Steinberg
6 Ways Companies Can Achieve Long-Term Greatness Traditionally, investors measure a company's value primarily by its financial metrics (margins, debt level, growth rates, etc.). While this is obviously important, financials alone are not the only indicators of long-term success. mark for My Articles similar articles
Bank Systems & Technology
May 25, 2006
Peggy Bresnick Kendler
Perspectives: High-Performance Contact Centers Emerging technologies such as VoIP, voice- driven, self-service systems, and intelligent call routing systems can increase flexibility in the bank contact center, resulting in improvements in agent productivity and enhanced customer satisfaction. mark for My Articles similar articles
CRM
February 2013
Donna Fluss
Surveys Alone Are Not the Answer Offering great customer service means knowing how to respond. Some of the worst offenders in the area of customer service frequently survey their customers, but for the wrong reasons. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles