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Contact Center ARCHIVE

Live from NCOF: Developing and Applying Multichannel Contact Center Benchmarks  May 02, 2007 2:36 AM By Mark Del Franco

Schaumburg, IL–We all know the importance of benchmarking: It sets a standard by which to measure your performance and build a baseline from which you can improve. But with so many metrics in the multichannel contact center, which ones should you be measuring?

Knights Direct Calls Up Efficiencies  May 01, 2007 9:30 PM By Mark Del Franco

Have you ever purchased a piece of technology but felt you weren’t getting all you could from it? That was the case at Knights Direct. The parent of the

L.A. Confidential: Contact Center Roundtable  May 01, 2007 9:30 PM By MCM staff

In February, Multichannel Merchant escaped the winter storms of the Northeast and jetted to sunny West Hollywood, CA, to discuss contact center management with a group of multichannel executives. Although the participants represented diverse merchandise categories, the challenges they face running a contact center and improving customer service are universal.

A Strong Case for Call-Center Certification  Apr 24, 2007 8:51 PM By Kathryn Jackson

During a recent best-practice study, a call-center certification tale piqued my curiosity. I must admit to becoming a little jaded because of all the call-center certifications that have come and gone in my 20-plus years in this industry. But the one was different.

Study: Employee Attrition on the Rise in Contact Centers  Apr 11, 2007 9:06 PM By MCM staff

Low compensation and high stress in the contact center led to a jump in employee attrition rates, according to a study from Burlington, MA-based IT solutions provider Dimension Data.

Seven Tips for Smoother Service  Apr 04, 2007 6:55 PM By Penny Reynolds

Improve your contact center customer service with these seven tips from Penny Reynolds

By the Numbers: Contact Center Metrics  Apr 01, 2007 9:30 PM By Linda Formichelli

If train A leaves Boston at 3:13 p.m. going 75 miles per hour, and train B leaves New York City at 2:24 p.m. going 71 miles per hour, what time will they

Q&A with Rosanne D’Ausilio, Ph.D.: Training World-Class Service Reps  Apr 01, 2007 9:30 PM By MCM staff

Rosanne D’Ausilio, Ph. D., is an industrial psychologist and president of Human Technologies Global. She will present The Five Ws of World-Class Customer

Counterpoint: Why Service Level Isn’t an Ideal Metric  Apr 01, 2007 9:30 PM By Brian Galvin

Contact centers are data-rich environments, with detailed information available from a multitude of systems on every minute step of each interaction’s

First Things First: Unify the Service Desktop, Then Implement a Universal-Agent Program  Mar 28, 2007 9:32 PM By Cindy Curtin

There is not yet a standard definition for a contact center






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