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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
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
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
Entrepreneur
August 2008
Lindsay Holloway |
Stress Case Learn how to take stress by the reins, and your company will reap the benefits. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
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. |
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. |
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. |
AskMen.com
Jasper Anson |
Stress & Health Stress is meant to protect us, and in small doses it is healthy, but when stress responses become habitual, there can be a problem. Read on for tips on how to deal with stress when it gets the better of you. |
CRM
June 28, 2010
Koa Beck |
Nice Systems Sticks with Eglue -- Permanently The customer interaction specialist acquires longtime partner eglue, a manager of real-time decision-making and guidance for agent desktops, for at least $29 million in cash. |
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
November 1, 2005
Colin Beasty |
Required Reading: Cashing in on Contact Centers Donna Fluss, principal of DMG Consulting, discusses her new book, The Real-Time Contact Center... Also: Bag the Elephant by Steve Kaplan... The Advertised Mind by Erik du Plessis... etc. |
AskMen.com
January 20, 2001
Joshua Levine |
Can Stress Kill You? Today's stress, especially when caused by psychological or emotional factors, can be prolonged and may have damaging effects on your health... |
CRM
October 11, 2010
Ben Martin |
The 5 Realities of Customer Retention Here are five things you must do to retain customers and maximize the revenue potential they offer your business in today's increasingly collaborative world. |
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 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. |
The Motley Fool
September 12, 2005 |
Where to Buy Insurance Is it better to buy insurance through an agent, through a website, or directly from an insurance company? Here are some answers. |
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. |
On Wall Street
December 1, 2011
Denise Federer |
The Advisor's Guide To Stress Management This past year has been both challenging and profitable for many of the financial advisors that I coach. |
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. |
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
January 4, 2013
Leonard Klie |
It's Not Too Late to Start on Social A report from DMG Consulting outlines steps companies need to take to address issues on social media. |
CIO
November 1, 2001
Louise Fickel |
Know-It-Alls To streamline customer service, Marconi employed a system to facilitate knowledge sharing among its tech support personnel. In the process, the roles of tech agents changed dramatically... |
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. |
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. |
CRM
July 2012
Donna Fluss |
Social Media Belongs in the Contact Center When marketing works with customer service, customers and enterprise benefit |
Job Journal
June 6, 2004
Marty Nemko |
Quick Fix: Quick Stress Relief Quick stress relief for today's fast-paced lifestyles. |
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. |
The Motley Fool
August 7, 2006 |
Buying Insurance: Directly or Through Agents? Sometimes -- but not always -- you'll find the best prices by skipping the middleman. Here's some insurance-buying advice. |
The Motley Fool
April 21, 2004
Selena Maranjian |
Where to Buy Insurance An agent might be your best bet, but there are other options. |
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
July 12, 2011
Leonard Klie |
Avaya Adds to Its Aura Contact Center Suite New contact center products enable companies to compete more effectively through personalized customer experiences across media channels. |
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
June 2006
Coreen Bailor |
7 Strategies for Partnering With Outsourcers Overlooking these simple outsource partnership practices may scrap any hope of delivering a seamless customer service 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
August 1, 2005
Paul Stockford |
A Recipe for Reduced Turnover: Find the Right Mix Recent advancements in selection technologies now make it possible to identify various individual traits and attributes before contact center job offers are made. |
PHONE+
November 13, 2009
Dan Vidal |
Growing a `Lifestyle' Business One very specific key challenge we telecom agents are facing is the pace we're moving at and the breadth of knowledge we need to maintain. |
Job Journal
May 8, 2011 |
Insurance Agents Enjoy Secure, Solid Careers If you enjoy working with others and can empathize with their problems and concerns, you can build a fulfilling, lucrative career in the insurance industry. You'll be helping people protect their families, their homes and their personal belongings. |
American Family Physician
October 15, 2006 |
Stress: How to Cope with Life's Challenges A patient guide: What causes stress?... What things may be stressful?... Possible Signs of Stress... Can stress hurt my health?... What can I do to lower my stress?... |
Fast Company
September 2004
Chuck Salter |
Finding Your " Best-Stress Zone" Stress -- it's a good thing. So says an executive coach who is also an ER doctor. |
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. |
BusinessWeek
November 29, 2004
Suzanne Woolley |
Insurance: Take A Good, Hard Look Here's how the Spitzer investigations of the industry could affect you and how to handle insurance-related issues. |
Bank Systems & Technology
May 8, 2009
Maria Bruno-Britz |
Stress Tests Reveal Some Weakness, But Not as Much as Anticipated. The bank stress test data shows that although 10 large banks must raise more capital, overall, major financial institutions aren't doing too badly. |
CRM
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
CRM
May 2013
Donna Fluss |
The Rise of Social Customer Care Best practices for staying on top of the new service landscape. |
CRM
September 1, 2005
Colin Beasty |
Re: Tooling Business Problem: Customer Satisfaction Levels Are Too Low and Agents Are Not Cross- and Up-Selling Products Enough... Tech Solution: Agent Training Applications... |
Job Journal
June 1, 2008
Amy Winter |
Under Pressure When constant pressure doesn't allow a worker to relax, stress can take a toll in the workplace. Here are some suggestions to help avoid or at least reduce uncomfortable workplace situations that can lead to stress. |
