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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.   |
Fast Company
March 2008
Dave Demerjian |
Hustle & Flow Alaska Airlines' Airport of the Future makes quick work of getting passengers through check-in. |
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
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. |
The Motley Fool
April 26, 2006
Stephen D. Simpson |
Alaska Air: Clever or Crazy? This West Coast airline might have clearer skies ahead. But should investors jump in? |
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. |
The Motley Fool
June 11, 2010
Rex Moore |
Airlines Turn the Corner Profits are down, but passenger satisfaction is up. |
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
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. |
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. |
The Motley Fool
December 6, 2011
Jeremy Bowman |
1 Airline Stock That's Actually Soaring In the notorious airline industry, Alaska Air Group is a rare success story. |
CRM
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
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 2003
Eric Krell |
Quality Is Job One... Or Is It? Before quantifying call center metrics, companies must examine the effect customer service levels have on satisfaction. |
CRM
May 2013
Donna Fluss |
Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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
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
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 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. |
| Knowledge@Wharton |
Will Commission Cuts Kill the Small Travel Agent? When an industry's revenue base vanishes, it's time to collapse -- or transform... |
CRM
September 1, 2009
Christopher Musico |
Jetting to a Better Customer Experience The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores. |
CRM
May 2, 2005
Coreen Bailor |
Rewriting a Performance Management Formula Electric Insurance is operating more efficiently after revamping its labor intensive processes. The company used CentreVu Supervisor to manage its call volume, IEX's TotalView to manage its schedules, and NICE Universe for quality monitoring. |
CRM
September 1, 2004
Lior Arussy |
Stop Wasting Everyone's Time Give agents timely access to relevant data, and watch sales and satisfaction soar. |
InsideFlyer
January 2015 |
Mileage Plan Makes Earning Changes Alaska Airlines Mileage Plan Gold 75K members will earn 50,000 bonus miles upon qualification and an elite mileage bonus of 125 percent when flying on Alaska Airlines and all partner airlines. |
The Motley Fool
January 6, 2011
Rich Duprey |
Sabre Slashes American Airlines The global ticket distribution service joins other online agents in exiling the airline from its system. |
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
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. |
CRM
August 1, 2009
Christopher Musico |
Serving Up Service Strategies Delivering quality customer service means making quality shots. |
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. |
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. |
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 |
CRM
February 2004
David Myron |
A Leap of Faith Sometimes implementing a CRM technology means taking a significant risk. |
Insurance & Technology
February 1, 2006
Phil Britt |
A Web of Support There has been an upturn in insurers' investments in Web-based tools that enable agents to work more efficiently and, through those efficiencies, sell more, increase commissions and make more money for the companies they represent. |
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
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. |
The Motley Fool
November 8, 2004
Dave Marino-Nachison |
Would You Pay for Airline Food? Alaska Airlines plans to test a pay-to-eat plan on some flights in a move to cut costs. |
CRM
January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
PHONE+
April 23, 2010 |
What Makes a Service Provider Easy to Do Business With? Telecom agents offer their opinions. |
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. |
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. |
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. |
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. |
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. |
BusinessWeek
June 13, 2005
Gene G. Marcial |
Alaska Air: Circling Over The America West Deal A third airline may yet join the America West Holdings-US Airways party. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
The Motley Fool
September 1, 2011
John Maxfield |
Why It May Be Time to Buy Southwest Airlines This airline stock is ready for departure. |
PHONE+
February 17, 2010
Khali Henderson |
Q&A With TelePacific Channel Chief Ken Bisnoff TelePacific Communications announced in early January that Ken Bisnoff has retaken the reins of the CLEC's TelePartner program, following the resignation of Justin Chris-Tensen |
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. |
PHONE+
December 30, 2009
Khali Henderson |
What Are the Primary Agent Business Models? Descriptions of the several types of agents in the telecom industry. |
