Next-Generation Contact Centers
Many of us are stuck. We have talked about becoming customer-centric, value-added, mission-critical, and a lot of other hyphenated things, but we are
Contact Center
Managing Your Cost Per Call
The direct industry has a difficult balancing act to perform. On the one hand, we want to provide a high level of customer service
Supporting Telephone, E-mail and Chat Inquiries
Can one agent handle telephone, e-mail, and chat inquries? And is that even a good idea? That depends on the communication skills you evaluated your agents on prior to hiring them and/or any additional training you have provided them since. Verbal and written communication skills are two distinct competencies, and being well-versed in one doesn’t necessarily guarantee success in the other.
Upgrading the contact center
Businesses that want to get closer to their customers are transforming their conventional call centers into multichannel contact centers that support
TAKE TWO
When the holidays approach, you’ve got to ramp up, even during an economic downturn. Whether you prefer to put the pedal to the metal or to sit idling
The Big App
The minute she walked into my office, I knew she was trouble. Trouble, with a capital T, and that rhymes with C, and that stands for CRM. Before I even
Power Broker
SPECIAL SERIES FORECASTING, PART 2 Shortly after Scholastic Inc. started using new workforce management software at its Missouri-based customer contact
CRM at the crossroads
The good news is, it’s February! OK, that may not seem like much, but think of it: This means you’ve survived the Big Holiday Shopping Season (such as
Sign Language: 6 ways to create effective signage
When was the last time you were in a distribution facility that posted attractive and effective signs? Like most of us, you probably couldn’t think of
Calling All Agents
Employees have hardly been at the forefront of companies’ priorities in the past year, but in at least one area, they’re receiving some recognition. Call