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Bank Technology News
March 2007
Edmund V. Tribue |
Call Centers Make or Break Relationships Bank service centers have become a crucial arena for managing customers' overall experience.   |
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? |
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
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. |
Insurance & Technology
November 15, 2006
Peggy Bresnick Kendler |
Making Successful Contact Industry experts answer questions about how contact centers fit into insurers' customer service and distribution strategies. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
Bank Systems & Technology
January 3, 2006
Maria Bruno-Britz |
Opportunity Calling In their ongoing quest to increase revenue and retain customers, banks have redoubled their efforts to find and implement cutting-edge technologies and strategies to identify sales opportunities and improve service -- sometimes with mixed results. |
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
February 1, 2008
Donna Fluss |
2008 Contact Center Challenges Before managers can tackle primary goals, obstacles must be overcome. |
CRM
February 2, 2004 |
Hot Seat: Self-Help Alters the Service Landscape As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? |
CRM
August 26, 2011
Rajaram & Manasa |
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. |
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. |
CRM
November 2012
Leonard Klie |
The New Measure of Customer Service Success Why some traditional performance metrics are wrong and what you need to evaluate now. |
Insurance & Technology
November 17, 2004
Peggy Bresnick Kendler |
Functional Evolution No longer just facilities that answer consumers' questions, today's contact centers leverage self-service and voice technologies to improve customer loyalty and retention, and even boost profits. Here is what four industry experts have to say about the evolution of the contact center. |
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. |
Bank Systems & Technology
June 1, 2005
Peggy Bresnick Kendler |
Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships. |
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
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CRM
October 31, 2014
Kumaran Ponnambalam |
How Human Variability Can Improve Contact Center Performance Look beyond technology to serve your customers best. |
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. |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
CRM
May 1, 2006
Colin Beasty |
Centering Operations on the Customer Although the contact center continues to be used in the strategic vocabulary of C-level executives, a new study also found that contact centers aren't doing a good job putting their plans into practice. |
U.S. Banker
January 2008
Figgat et al. |
Making Contact Centers Profitable Forty percent of contact centers today are revenue drivers -- up from zero just ten years ago. What are these institutions doing differently from those that seem stuck in the cost-center model? And what can the latter do to improve? |
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. |
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
June 27, 2014
Damon Lockwood |
How Big Data Can Transform the Customer Journey Add essential insight to contact center and back-office operations. |
CRM
May 10, 2013
Syed Hasan |
Choose a Winning Combination of Customer Experience Metrics Improve customer loyalty with the right mix of customer experience management (CEM) solutions. |
CRM
May 1, 2007
Donna Fluss |
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. |
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
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. |
CRM
January 2010
Donna Fluss |
Contact Center Innovation: What to Expect in 2010 Organizations must change their mission and culture to benefit from new technologies. |
| Knowledge@Wharton |
Telephone Call Centers: The Factory Floors of the 21st Century For most of the past century, the factory floor offered a path upward for Americans short on education. Now many low and semi-skilled workers must turn to a 21st century replacement: the telephone call center... |
CRM
May 2013
Donna Fluss |
Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach. |
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
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
Insurance & Technology
September 1, 2007
Nathan Conz |
Insurers Upgrade Call Center Technologies To Improve Customer Experience Insurers are changing their contact center philosophies and upgrading call center technology in an effort to improve customer satisfaction and boost customer retention. |
Bank Systems & Technology
January 14, 2004
Cynthia Ramsaran |
Contact Centers or Cost Centers? IM, e-mail and cross-selling are among the ways banks are striving to improve service and profitability in their contact centers. |
PHONE+
December 30, 2009 |
Channel 101 -- PHONE+ Fact Book 2010 An updated primer of telecom industry basics. |
| 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. |
Pharmaceutical Executive
March 1, 2006
Jeff Brady |
Sales Management: Spending Under Scrutiny Five states have already mandated that drug companies track, control, and report their marketing and sales spend directed at healthcare professionals, and many more states have legislation pending with distinct requirements. |
CRM
September 1, 2004
Lior Arussy |
Stop Wasting Everyone's Time Give agents timely access to relevant data, and watch sales and satisfaction soar. |
CRM
February 2003
Ramin Ganeshram |
Outsourcing -- Making the Right Call There are three main types of call center outsourcers. Which is best suited to your business? |
CRM
June 2015
Garrison Wynn |
The Call Center: Talk About Issues! Three observations on keeping -- and cultivating -- agent talent |
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. |
Registered Rep.
October 20, 2005
John Churchill |
Merrill Call Center Under Microscope The financial firm's brokerage call centers, its service centers for less complicated and less profitable accounts, are under investigation by the NASD for past improprieties. |
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. |
PHONE+
December 3, 2009
Daniel Lonstein |
Meeting Call-Center Challenges Last year was a mixed bag of opportunity, risk and regulatory hurdles for the call center industry. |
Job Journal
December 16, 2007 |
Career Snapshot: Call Center Rep Call center representatives hold the line in providing essential customer service functions for corporations. |
