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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
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
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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 |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
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
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
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. |
Job Journal
December 2, 2007
Natalie Ostrom |
The Rise of Free Agents Free agents -- also known as independent contractors and consultants -- can expect a promising future as more companies switch to hiring workers on an as-needed basis. |
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
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
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
September 1, 2007
Denis Pombriant |
Back to the Drawing Board The real problem with contact centers runs deeper than you might think. |
CRM
November 2012
Leonard Klie |
Work-at-Home Solution Flies for Alaska Airlines The company maintains high standards with telecommuting agents using Envision's Click2Coach training and quality monitoring solution. |
The Motley Fool
May 26, 2004 |
Choosing the Right Real Estate Agent A good agent can serve you very well -- so choose carefully. |
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. |
CRM
April 2014
Leonard Klie |
The General Reboots Agent Training with Intradiem The online auto insurance provider updates agent skills with Intraday Management technology. |
CIO
May 15, 2001
Esther Shein |
Hello, Dolly! A virtual, Web-based call center helps this custom doll maker find made-to-order agents... |
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. |
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
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. |
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. |
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
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
Technology Research News
September 22, 2004
Kimberly Patch |
Agent Model Yields Leadership Developing teams of robots or software agents that have efficient collective behavior is an emerging field of research. One avenue involves letting agents receive advice from their acquaintances. |
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. |
| PHONE+ |
Back to Basics: Channel Partners Fact Book 2011 An editorial regarding the inspiration and intention of the Channel Partners Fact Book guide for telephony agents. |
CIO
July 30, 2014
Stephanie Overby |
Analytics Project Wins New Business for Insurance Company Insurer Bankers Financial wins a CIO 100 award for a new system that helps sales agents generate more accurate quotes that customers are more likely to accept. |
| PHONE+ |
PHONE+ Asks: How Will Carrier Consolidation Impact the Agent Channel? Several agents weigh in on this question. |
CRM
November 16, 2010
Koa Beck |
LiveVox Announces VoIP Agent@Ready VoIP Agent@Ready is a cloud-based inbound/outbound contact solution and supports telephony infrastructure with "hunt" groups of greater precision. |
| 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... |
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. |
The Motley Fool
June 14, 2007
Selena Maranjian |
Bypass Real Estate Agents and Save? There are some good reasons to stick with the traditional buying-and-selling process. Real estate agents may sometimes look like they're earning some easy money, but appearances can be deceiving. Here are some things to consider. |
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
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
February 2010
Christopher Musico |
Stressed and Distressed Under-appreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension - and raise satisfaction - on both sides of the call. |
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. |
| PHONE+ |
Q&A With TNCI Agent Experience Director Andrea Liguori Andrea Liguori talks about her new responsibilities and TNCI's goals. |
CRM
April 2003
David Myron |
Delivering on its Promise CRM is turning call centers into profit centers. |
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
September 2014
Leonard Klie |
Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today. |
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
April 2010
Donna Fluss |
6 Steps to a "Greener" Contact Center What it means for the contact center to focus on the size of its carbon footprint. |
PHONE+
November 23, 2009
Joslyn Faust |
Downturn Prompts Diversification of Agent Business A large number of telephony agents are taking action to represent other carriers, carry different products and services, or sell to different types of customers. |
CRM
May 1, 2008
Leonard Klie |
The Right Numbers Customer relationship management, together with telephony technologies, leads to better sales for a direct marketer. |
CRM
September 2012
Leonard Klie |
Outsourced Home Agents Market to Double by 2015 Technical support, communications, and media verticals will see the most growth. |
Job Journal
January 20, 2008
Michael Kinsman |
Career Pros: Keeping Out the Quitters Employers increase efforts to weed out `quitter' job applicants. |
Insurance & Technology
July 3, 2008
Peggy Bresnick Kendler |
Shift to Independent Agents Compels Insurers to Modify Practices Industry insiders discuss keys to leveraging technology to boost agent performance. |
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. |
