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CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012.   |
CRM
November 5, 2015
Marge Connelly |
Bigger Data vs. Smarter Data? Smarter Wins Mining customer interactions for compelling insights can drive big gains. |
CRM
May 2013
Leonard Klie |
Toronto's Nerve Center Provides Easy Access Canada's largest city improves customer service with Toronto 311. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
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
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
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
CRM
November 2015
Leonard Klie |
Kaybus Puts Knowledge at PlusOne's Fingertips The contact center operator's agents benefit from up-to-date info |
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
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. |
CRM
October 2015
Leonard Klie |
The Age of Speech Analytics Is Close at Hand The Johnny-come-lately in contact centers is poised to become Johnny-on-the-spot |
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
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
January 1, 2007 |
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
CRM
April 23, 2015 |
AnswerDash Launches New Web Analytics Features AnswerDash Analytics provide instant insight into Web users' behavior. |
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
March 5, 2013
Leonard Klie |
Avaya Unveils New Customer Experience Management Tools New solutions provide integrated Web, social media, text, and email customer interaction options. |
CRM
March 20, 2012 |
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results. |
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
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
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
April 30, 2013 |
HP Pairs with Avaya for Cloud Contact Center Solutions New Customer Engagement as a Service brings social media marketing, mobile integration, and customer analytics to a single platform. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
CRM
September 2014
Leonard Klie |
Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today. |
CRM
March 2011
Donna Fluss |
Realizing the Benefits of Speech Analytics Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope. |
CRM
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
CRM
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Rising Stars -- ClickFox (The Quick Fox) Emphasizing the analytics of customer experience has helped ClickFox make inroads where others have struggled. |
CRM
November 2014
Donna Fluss |
Speech Analytics Is Starting to Make a Difference With skilled analysts behind them, these solutions can enhance the customer journey. |
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
November 2015
Donna Fluss |
Speech Analytics Is Important to Your Future Analyzing what your customers say to agents can have huge operational benefits across an enterprise |
CRM
April 2014
Leonard Klie |
3 Reasons to Boost Your Contact Center's Strategic Value Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CRM
May 11, 2012
Jordan Socran |
Build Relationships Through Proactive Support Supporting connected customers has never been more important. |
CRM
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
CRM
January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
CRM
May 2014
Donna Fluss |
Use Desktop Analytics to Improve Your Servicing Environment Adoption of these solutions is poised to take off over the next few years. |
CRM
January 29, 2013
Michele Masterson |
Genesys Acquires Utopy The deal accelerates Genesys' workforce optimization solutions. |
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
June 27, 2014
Damon Lockwood |
How Big Data Can Transform the Customer Journey Add essential insight to contact center and back-office operations. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
May 1, 2007
Donna Fluss |
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
May 7, 2015 |
NICE Expands Its WFM, Analytics, and Recording Solutions Employee Engagement Manager added to NICE's workforce management solution, while Vidyo integration and cloud availability announced for its analytics products. |
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
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
CRM
December 5, 2014
Alan Berkson |
3 Steps for Scaling Customer Service for Small Business Balance human interactions with technology. |
