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Contact CenterJul 31, 2007 8:21 PM By Joanna Brandi
Without creating an environment where your employees feel valued and good about coming to work, you can’t hope to deliver a level of service that will build true customer loyalty.
Contact CenterJul 31, 2007 8:12 PM By MCM staff
Employee turnover is a fact of life in the contact center. The better armed you are with strategies the more effective you’ll be at managing it.
Contact CenterJun 26, 2007 9:25 PM By Kathryn Jackson
Mark Twain once said,
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.
by Susan Wall
Posted 7 hours ago
by Oren Levy
Posted 3 days ago