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...
Out of Service
If You Think Customer Service Stinks Now, Brace Yourself, cautioned the headline of a press release that landed on my desk recently. Apparently, we are...
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...
super balance
All Superman had to do was jump over tall buildings. You, by contrast, must boost your facility's operating performance, reduce costs, increase reliability,...
Easy Access
Easy assembly. Easy access. Easy on, easy off. We're so accustomed to these clichs that the word has lost much of its meaning. Yet it is at the core of...
A Passage to India
Should you move your call center off shore? As with any business decision, it comes down to weighing risk and reward. On the reward side, the advantage...
2002: THE YEAR WE MAKE CONTACT?
It wasn't supposed to be like this. 2001 was to be the year when colonists on the Moon discovered a black monolith, which emitted an ear-piercing signal...
The 3-D Customer
Everything is going digital. Just think of all the little computer chips that surround us in our phones, TVs, CD players, watches, appliances, cash registers,...
HOW DOES YOUR CALL CENTER GROW?
The rows of tomatoes you plant as seedlings in your back yard or the flowers you lay out every spring in geometric patterns to impress your neighbors...
