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September 23, 2011
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Intelligent Virtual Agents Ushering in the age of digital customer relationships in marketing   |
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August 28, 2014
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5 Best Practices for Deploying an Intelligent Virtual Assistant The right technology can help customers, increase sales, and boost your brand. |
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January 30, 2012
Gustaf Sahlman |
Customer Service Gets Smart with Artificial Intelligence Mimicking customer care agents, this technology offers improved customer satisfaction and a healthier bottom line. |
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November 2013
Leonard Klie |
Customer Support: Keeping Up with the Digital Migration The phone is losing ground as a leading communication channel. Can you meet customers where they're going? |
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June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
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December 4, 2015
Gregory Pal |
Why Customer Service Is Marketing -- and How to Get It Right In today's marketplace, savvy businesses are using unique technologies to up the ante on customer experience across all channels -- which translates into customer retention and higher sales. |
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July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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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. |
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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. |
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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. |
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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. |
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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. |
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January 22, 2015 |
8x8 Unifies Telephony, UC, and Contact Center Users with Single Sign-on and Shared Presence A common cloud communications platform tightly integrates 8x8 Virtual Office and Virtual Contact Center users. |
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December 13, 2010
Koa Beck |
eGain Introduces All-In-One Search for Customer Self-Service Experience and Multichannel Contact Center eGain Multisearch provides federated search, multi-access navigation, and multi-process expertise behind the simple search box. |
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November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
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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. |
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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. |
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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. |
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January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
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May 20, 2011
Tom Topolinski |
Call Centers Beware Social media and smart technologies are here |
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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? |
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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. |
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. |
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July 2014
Leonard Klie |
iCruise.com Sees Smooth Sailing with 8x8 8x8's Virtual Office and Virtual Contact Center improve operations at the cruise booking site. |
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January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
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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. |
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. |
| 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. |
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November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
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August 20, 2013
Leonard Klie |
Companies Need to Shift Their Focus Companies that cling to a product-centric mentality will go the way of the Walkman. |
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May 2007
Coreen Bailor |
Yackety Clack Text chat is no longer exclusively for the tech-adept, buddy-list teen set -- it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts. |
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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. |
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August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
Technology Research News
May 19, 2004
Eric Smalley |
Group dynamics play out in VR Nakanishi, a researcher at Kyoto University in Japan, has built a demo system using FreeWalk software for conducting virtual, or telecommute, evacuation drills. |
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. |
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January 13, 2015 |
Toshiba's Releases IPedge Virtual Server Communications and Contact Center Solution The Toshiba IPedge business telephone system includes advanced contact center capabilities in a single server. |
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October 2007
Coreen Bailor |
Help Them Help Themselves Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time. |
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Q&A With TNCI Agent Experience Director Andrea Liguori Andrea Liguori talks about her new responsibilities and TNCI's goals. |
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September 2014
Leonard Klie |
Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today. |
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
May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
PHONE+
December 30, 2009 |
Channel 101 -- PHONE+ Fact Book 2010 An updated primer of telecom industry basics. |
Wall Street & Technology
July 1, 2005
Jim Middlemiss |
CIO Challenge As more and more clients look to conduct transactions via electronic channels, investment management firms are improving their electronic servicing systems. Boosting online search capabilities and integrating call center systems and Web platforms can enhance self-service. |
CIO
May 15, 2001
Esther Shein |
Hello, Dolly! A virtual, Web-based call center helps this custom doll maker find made-to-order agents... |
Global Services
November 29, 2007 |
The Future of Contact Centers The ideal contact center of 2010 will be a profit center, with primary revenue-generation responsibility, with growing revenues coming from Gen. Y consumers who are interacting using technology. |
Information Today
July 14, 2008
Lori Bell |
As the (Virtual) Worlds Turn Google released Lively, a public beta version of its much-anticipated three-dimensional virtual world. |
PHONE+
May 25, 2010 |
Ethical Dilemma No. 4: First Quote or Ink Wins? Policies for preventing quoting conflicts between competing agents working with the same master agent. |
The Motley Fool
May 26, 2004 |
Choosing the Right Real Estate Agent A good agent can serve you very well -- so choose carefully. |
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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. |
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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. |
