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Contact CenterJun 05, 2007 10:18 PM By Kathryn Jackson
Screen pops are basically any technology, including interactive voice response (IVR), automatic number identification (ANI), or computer telephony integration (CTI), that presents corresponding data
Contact CenterJun 01, 2007 9:30 PM By Jeff Schmitt
You’ve heard time and again how consumers have more choices now than ever and have access to more information than ever. Technologies such as the Internet
Contact CenterMay 29, 2007 8:10 PM By Kathryn Jackson
What does it cost you every time you lose a valued employee? Have you considered all the factors (hard dollars, soft dollars, direct costs, indirect costs) you should include? If you haven’t, then it will be very difficult to assess which retention strategies will be profitable for you.
Contact CenterMay 23, 2007 7:30 PM By Jeff Schmitt
In evaluating providers of home-based agents, many organizations make the mistake of focusing on tangibles such as skill-based routing, digital recording, real-time reporting, e-mail and chat capabilities, and redundant system configurations.
Contact CenterMay 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?
Contact CenterMay 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
Contact CenterMay 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.
Contact CenterApr 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.
Contact CenterApr 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.
Contact CenterApr 04, 2007 6:55 PM By Penny Reynolds
Improve your contact center customer service with these seven tips from Penny Reynolds