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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.   |
PHONE+
October 7, 2009 |
Case Study: CNA Surety Improves Productivity With Aspect To improve call monitoring and recording, CNA selects Aspect Productive Workforce. |
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
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
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
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
May 1, 2003
David Myron |
Got Workforce Management? Workforce management took center stage at the recent ICCM show in Las Vegas. The surging interest in workforce management applications comes at a time when companies are battening down their call center hatches and looking for ways to streamline efficiency. |
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
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
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
CRM
October 2003
David Myron |
How to Overcome the Call Center Conundrum Five ways to improve efficiency without sacrificing relationships. |
CRM
March 1, 2005
Jason Compton |
Managing the Minutia An effective workforce management strategy increases service levels with less effort. |
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
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. |
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
September 2006
Paul Korzeniowski |
High Performance Workforce optimization suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages. |
CRM
April 2014
Leonard Klie |
The General Reboots Agent Training with Intradiem The online auto insurance provider updates agent skills with Intraday Management technology. |
CRM
January 1, 2006
Colin Beasty |
Business Problem: Contact Center Managers Cannot Staff and Manage Their Call Centers Effectively Tech Solution: Workforce Optimization Tools -- Envision's Performance Suite... EX's TotalView Workforce Management... Witness Systems' Impact 360... |
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. |
CRM
July 1, 2009
Christopher Musico |
Adhering to Higher Quality New York Life streamlines its workforce, vastly improving internal metrics. |
CRM
March 2004 |
CRM magazine's 2004 Service Awards CRM magazine reveals the leading customer service vendors in seven categories (Service Leaders), and this year's five best implementations (Service Elite). |
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. |
CRM
May 2003
Rochelle Garner |
Smooth Operators What companies can learn from how contact center vendors use CRM -- and profit from it. |
CIO
May 15, 2001
Esther Shein |
Hello, Dolly! A virtual, Web-based call center helps this custom doll maker find made-to-order 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. |
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
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
April 2003
David Myron |
Delivering on its Promise CRM is turning call centers into profit centers. |
CRM
November 2012
Leonard Klie |
The New Measure of Customer Service Success Why some traditional performance metrics are wrong and what you need to evaluate now. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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 2007
Bailor et al. |
The 2007 Service Elite Here are five companies that realized eye-catching returns on their contact center services and technology investments: Juniper Networks, Web-Support Services... Taylor Corporation, Workforce Optimization... etc. |
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
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. |
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. |
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
February 2005
Eric Krell |
6 Ways to Maximize Contact Center Profitability What follows are six strategies that companies are using to maximize contact center profitability while minimizing risk. |
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. |
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. |
Insurance & Technology
November 17, 2004
Wendy Toth |
Lasting Legacy American National has given new life to its legacy systems and transformed the way IT projects are accomplished - improving customer service along the way. |
CRM
December 2003
David Myron |
Driven by Service Contact centers are no longer for basic problem resolution or order-taking. Organizations are now using them to lead major strategic initiatives. |
CIO
June 15, 2002
David L. Margulius |
Maximize Everything Now The latest optimization tools can help you get every dollar out of your operations. |
CRM
May 2, 2005
Coreen Bailor |
Convergence in the Contact Center Customers will have a single upgrade path, single maintenance environment, and singular user interface. |
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
April 2005
Phillip Britt |
The 2005 Service Elite Awards The 2005 Service Elite awards in customer service in the following categories: Knowledge-Base Tools, Agent-Facing Universal Desktop, Quality Monitoring, Workforce Management, Speech Solutions, and Outsourcing Services. |
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
June 2004
Emmy Favilla |
10 Strategies for Customer Service Success Contact center managers can no longer define success by call duration alone. |
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
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
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. |
