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CRM
July 7, 2014 |
Vocalcom Updates Effortless Contact Center Software New multichannel capabilities are added to Vocalcom's Effortless Contact Center solution.   |
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 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
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
November 18, 2011 |
LiveOps Integrates Twitter with the Cloud Contact Center Social media connectivity highlights the latest additions to the company's cloud-based platform. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
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
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. |
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. |
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. |
CRM
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. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
March 2014
Leonard Klie |
Cobrowsing Presents a 'Lucrative' Customer Service Opportunity Companies can increase revenue and improve agent efficiency. |
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? |
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
October 2010
Koa Beck |
Anybody's Bot Virtual agents, deemed the new concierge of the Internet, help customers navigate through ever-increasing Web site complexities. |
CRM
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. |
CRM
July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
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. |
CRM
June 9, 2014
Leonard Klie |
Pegasystems Releases Customer Process Manager for Insurance PCMI enables insurers to deliver consistent customer service across channels. |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
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
April 3, 2012 |
inContact Extends Its Cloud Platform The platform is expanded to include more reporting, scripting, and integrations. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
PHONE+
September 17, 2009
Khali Henderson |
Business Cable TV Now Available to TWC Agents Now, agents in the Time Warner Cable Business Class Partner Program can offer small and medium businesses Internet, phone and TV on a single bill. |
CIO
April 29, 2013
Kate Leggett |
Why CIOs Should Invest in Happy Customers It's time for CIOs to find out which communication technologies customers prefer, and give customer-service reps the data they need to answer questions, says a Forrester analyst. |
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. |
| 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. |
CRM
June 13, 2014
Anand Subramaniam |
8 Elements to Delivering Delightful Customer Experiences Multichannel customer journeys can make or break your business. |
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. |
CRM
April 1, 2008
Donna Fluss |
Productivity and Workforce Management Contact center workforce management solutions typically pay for themselves in under a year - can you afford not to have one? |
The Motley Fool
May 26, 2004 |
Choosing the Right Real Estate Agent A good agent can serve you very well -- so choose carefully. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
| PHONE+ |
Q&A With TNCI Agent Experience Director Andrea Liguori Andrea Liguori talks about her new responsibilities and TNCI's goals. |
| PHONE+ |
Q&A With Deltacom Channel Chief Ken Royer An interview with Ken Royer, vice president of alternate channels for Deltacom, about his plans for the company's indirect sales channel. |
CRM
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. |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
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. |
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 25, 2014
Michael Nahmias |
Exposing (and Correcting) the 3 Biggest Customer Service Myths What you don't know about your customers might surprise you. |
CRM
October 31, 2014
Kumaran Ponnambalam |
How Human Variability Can Improve Contact Center Performance Look beyond technology to serve your customers best. |
PHONE+
January 12, 2010 |
Can An Agent Survive on Referrals Alone? Referrals can be a great way of building a business and should be a part of any sales process, but a business will not be able to grow on referrals alone. |
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. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
CRM
July 9, 2015
Yvonne Ba |
How to Solve the Customer Experience Puzzle You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy. |
CRM
September 10, 2015 |
Aspect Enhances Zipwire Cloud Contact Center Solution Application upgrades include a consolidated knowledge base, omnichannel capabilities, and added routing functionality. |
PHONE+
Rebecca Rosen |
Asset Management: Maximizing Your Provider Partnerships Leveraging your carriers' resources to ease or accelerate success as an indirect sales agent. |
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. |
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. |
