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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
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
July 2003
David Myron |
In Beta: Replaying The Experience Nice Systems knows memory fades with time. That's why Nice introduced Nice Feedback, an IVR survey system that enables contact centers to obtain direct customer feedback immediately after a service call. |
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. |
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
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
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
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
October 1, 2007
Colin Beasty |
Tech Solution: Workforce Management Solutions Business problem: Managers cannot staff and manage their contact centers effectively. Workforce optimization solutions, which are simplifying those complex tasks while providing insightful performance management and learning capabilities. |
CIO
December 2, 2013
Stephanie Overby |
Call Centers Suffer From Big Data Overload Nearly half of all contact centers consistently collect and report on metrics that they never use to improve the customer experience, according to a new survey. |
CRM
September 1, 2007
Denis Pombriant |
Back to the Drawing Board The real problem with contact centers runs deeper than you might think. |
CRM
April 3, 2012 |
inContact Extends Its Cloud Platform The platform is expanded to include more reporting, scripting, and integrations. |
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. |
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
April 2014
Leonard Klie |
The General Reboots Agent Training with Intradiem The online auto insurance provider updates agent skills with Intraday Management technology. |
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
July 1, 2005
David Myron |
How to...Assess Customer Satisfaction Levels by Going Beyond the Standard Satisfaction Survey Customers may not tell you when they're happy, but when they're unhappy, look out--you'll get an earful. Consider these tips for assessing customer satisfaction levels by going beyond the standard satisfaction survey. |
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 |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
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. |
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
December 8, 2003
Jan Kolasinski |
Call Center Performance and Customer Satisfaction Better understanding of the decisional procedures of a call center could provide call center organizations with the level of customer service they have been striving for. |
CRM
October 2003
David Myron |
How to Overcome the Call Center Conundrum Five ways to improve efficiency without sacrificing relationships. |
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
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. |
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. |
| PHONE+ |
Q&A With TNCI Agent Experience Director Andrea Liguori Andrea Liguori talks about her new responsibilities and TNCI's goals. |
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. |
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
April 3, 2015
Robert Johnson |
5 Tips to Supercharge Customer Services A teamwork-centered approach is an essential foundation. |
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. |
Bank Systems & Technology
May 25, 2006
Peggy Bresnick Kendler |
Perspectives: High-Performance Contact Centers Emerging technologies such as VoIP, voice- driven, self-service systems, and intelligent call routing systems can increase flexibility in the bank contact center, resulting in improvements in agent productivity and enhanced customer satisfaction. |
CRM
October 18, 2004
Coreen Bailor |
It's About People, After All Incorporating the human element into contact center automation. |
The Motley Fool
May 26, 2004 |
Choosing the Right Real Estate Agent A good agent can serve you very well -- so choose carefully. |
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
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
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
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
CIO
May 1, 2003
Susan H. Cramm |
Reader Q&A Responses to issues raised by 360-degree assessment programs |
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
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. |
Technology Research News
September 22, 2004
Kimberly Patch |
Agent Model Yields Leadership Developing teams of robots or software agents that have efficient collective behavior is an emerging field of research. One avenue involves letting agents receive advice from their acquaintances. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
CRM
January 29, 2015
Oren Smilansky |
Oracle Updates Service Cloud to Optimize Collaborative Interactions New features aim to help service agents better understand the customer's journey and streamline cooperative processes. |
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. |
Insurance & Technology
January 17, 2006
Anthony O'Donnell |
CIGNA Tech Supports Seniors Philadelphia-based CIGNA, bearing in mind the preferences of elderly customers to speak directly with a customer service agent, has aimed its Medicare Part D-related technology investment at supporting contact center agents rather than directly at beneficiaries. |
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
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. |
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
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
