Outrageous interactions in the contact center.(Ask the
EXPERTS)
In the 18 years I've been in the contact center industry,
I've heard my share of strange stories and even had a few of my own
to share. However, the Outrageous Interactions promotion has opened . . .
Customer versus company: with contact centers in the
middle.(Logout)
While I was at a call center industry conference several years ago
I bought a fridge magnet that shows a rotary-dial phone covered in
cobwebs surrounded by the words: 'Apathy. If we don't take
care . . .
Serving the King.(CRM, BPO & Teleservices)(Company
overview)
The saying 'The Customer is King' is no longer just a
cliche. This time customers really are in charge. The Internet has given
them vast powers to research and compare products and services and . . .
Speech Rec: the new leader of automated voice?(CALL CENTER
Technology)
Speech recognition applications are not such revolutionizing IVR,
defined for this article as enabling dual-tone multiplex frequency
(DTMF) or TouchTone[TM] interactions, but instead appears to . . .
CRM that makes a difference: Convio helps Komen in fight against
breast cancer.(CRM. BPO & Teleservices)
Employing the right customer, or for nonprofits constituent
relationship management (CRM) solution can make a big difference not
only in organizations' bottom lines but also in peoples'
lives.
. . .
Agent at home: behind the buzz-word.
"Agent at Home" is one of the more prevalent buzz words
in the contact center industry these days. While it may conjure up
images of CSRs wearing bedroom slippers while taking calls, it is
actually . . .
Fuel costs drive increased contact center interactions.(From The
Analysts' Desks)
The rise in fuel costs has far-reaching implications, even in the
contact center industry. While this phenomenon has been attributed to
the rise in home-based agents, it is also causing a rise in . . .
UC and IP contact centers show strong growth.(From The
Analysts' Desks)
Organizations throughout the world have discovered significant
communication challenges when integrating disparate systems and
supporting other locations and employees not housed in the . . .
The best course for service; Why e-learning is essential to your
investment in agents.(Listen and Learn)
In recent months, high fuel costs have forced various types of
businesses, most notably airlines, to scale back their operations. As is
typical during an economic downturn, companies in various . . .
The 2008 speech technology Excellence Awards.(AWARDS &
Recognition)
Speech technologies are becoming increasingly prevalent with each
passing day. Thanks to advancements in the algorithms used to interpret
speech, coupled with today's faster processors, we now have . . .
Tips on regulatory compliance.(Compliance Desk)
Compliance is a top of mind issue for contact centers, especially
those conducting outbound campaigns. Enterprises and nonprofits alike
need to stay within what is often a confusing and . . .
BPO Industry: the ride from cost to innovation; What's
return on innovation?(Innovative SOLUTIONS)
Evolution from cost to quality has been the key characteristic of
the BPO industry in the early 2000s. This is the phase when BPO players
started to adopt quality standards like COPC 2000 and ISO . . .
Experts: learn about the benefits and challenges of
e-learning.(WORKFORCE Optimization)(Viewpoint essay)
E-Learning is an excellent and increasingly sophisticated tool to
teach agents valuable new skills and upgrade their proficiencies and to
educate them about new product and services, equipment and . . .
Four easy steps to scriptwriting success.(Innovative
SOLUTIONS)
For even the most seasoned professional, writing a compelling and
effective telephone marketing script can be a daunting task. In
today's hyper-competitive climate, getting to the point quickly . . .
The role of agents and their impact on customer service.(CRM, BPO
& Teleservices)
One of the biggest issues affecting customer service today is the
role of the contact center agent. Dimension Data, a $3.8 billion leading
IT solutions and services provider, recently researched . . .
Talkin' open source CRM with Chris Harrick.(CRM, BPO &
Teleservices)(Interview)
I recently had the opportunity to speak with Chris Harrick, vice
president, corporate and product marketing, SugarCRM about what's
going on with open source CRM.
[ILLUSTRATION OMITTED]
DS: . . .
Research: customers are annoyed and frustrated.(CUSTOMER
INTER@CTION NEWS)
www.tmcnet.com/2273.1
A Ventana Research benchmark paper "Customer Experience
Management: (CEM) Improving the Consistency and Quality of Customer
Interactions," has found that that only 12 . . .
Tektronix introduces 'Zoey', a new IP testing
'assistant'.(CUSTOMER INTER@CTION NEWS)(Brief article)
www.tmcnet.com/2272.1
With IP telephony becoming the voice mode of choice in contact
centers, maintaining a high quality of service is even more critical. To
help contact centers and others, . . .
Cellular One implements Info Directions' CRM.(CUSTOMER
INTER@CTION NEWS)
www.tmcnet.com/2271.1
Wireless firm Cellular One has implemented Info Directions'
CostGuard XG CRM software and Lexys point of sale applications. The
solutions will help Cellular One manage . . .
LiveOps releases Summer 08.(CUSTOMER INTER@CTION NEWS)(Brief
article)
www.tmcnet.com/2270.1
LiveOps has updated its on-demand contact center platform. The new
version, Summer 08, has several new features including the ability to
create customized, real-time . . .
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