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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.  |
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.  |
CRM February 1, 2008 Donna Fluss |
2008 Contact Center Challenges Before managers can tackle primary goals, obstacles must be overcome.  |
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.  |
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.  |
CRM July 1, 2009 Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction.  |
CRM January 2012 Donna Fluss |
Speech Analytics in the Voice of the Customer Era A valuable application increases its role.  |
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.  |
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  |
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.  |
CRM April 2011 Paul Korzeniowski |
QM Picture Grows Blurry Vendors deliver a broad suite of new functionality.  |
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.  |
CRM May 2013 Donna Fluss |
Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach.  |
CRM September 2011 Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company  |
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.  |
CRM November 2004 Coreen Bailor |
The Underrated Differentiators Contact centers can help organizations create a significant competitive advantage. Here's how.  |
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 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 August 1, 2003 Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship.  |
CRM July 12, 2013 Carolyn Crews |
Create an Exceptional Customer Service Culture Invest in your team to build a talented employee base.  |
CRM March 2014 Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome.  |
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.  |
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.  |
CRM June 7, 2013 David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine.  |
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 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.  |
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.  |
CRM July 2013 Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction.  |
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.  |
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.  |
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.  |
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.  |
CRM December 2009 Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year.  |
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.  |
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.  |
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?  |
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.  |
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.  |
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 September 1, 2007 Denis Pombriant |
Back to the Drawing Board The real problem with contact centers runs deeper than you might think.  |
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.  |
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.  |
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  |
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.  |
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.  |
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.  |
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.  |
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.  |
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 20, 2012 Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands.  |