| Similar Articles |
|---|
 |
CRM
September 2014
Leonard Klie |
Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today.   |
CRM
September 2015
Leonard Klie |
Contact Centers Continue Cloud Migration ContactBabel sees huge growth in hosted customer support |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
InsideFlyer
April 2014 |
Air Travel Consumer Report The Department of Transportation received 13,168 complaints in 2013, down from the 15,338 complaints filed in 2012. |
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
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
November 3, 2003
Lior Arussy |
Complaints Are Great. Keep Them Coming Customers who air their grievances are giving vendors a second chance. |
InsideFlyer
January 2004 |
DOT Complaints Keep Falling The Department of Transportation's "Air Travel Consumer Report" for October 2004, was fairly positive: of 315 total complaints, only 12 were frequent flyer related -- down from 16 a year ago. And no single airline had more than four complaints. |
CRM
February 1, 2008
Donna Fluss |
2008 Contact Center Challenges Before managers can tackle primary goals, obstacles must be overcome. |
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. |
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
March 21, 2012 |
Wacktrap Makes Customer Complaints Social A new Web site lets customers share their gripes about companies that refuse to answer consumer complaints. |
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. |
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 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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. |
AFP eWire
February 19, 2008 |
Charity Fraud Less Than One Percent of All 2007 Complaints While public concerns remain high, charity fraud ranked twentieth on the Federal Trade Commission's (FTC) list of complaints in 2007. |
InternetNews
February 1, 2005
Sean Michael Kerner |
FTC: Identity Theft, Fraud on the Rise A new report by the FTC finds increases in fraud and identity theft. E-mail and the Web were fraud tools of choice on the Internet. |
The Motley Fool
May 26, 2004 |
Choosing the Right Real Estate Agent A good agent can serve you very well -- so choose carefully. |
Bank Systems & Technology
March 7, 2005
George Hulme |
May I See Some ID, Please? Identity theft continues to be consumers' top complaint, and ID theft-related complaints are on the rise. Bank-related identity theft comprised 18 percent of all ID theft complaints. |
