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Contact Center ARCHIVE

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

Efficiencies Enable Lillian Vernon to Shut Manila Contact Center  Mar 21, 2007 7:40 PM By Mark Del Franco

Crediting increased operational efficiencies as the catalyst, Lillian Vernon closed its satellite call center in Manila, Philippines, on March 18.

Efficiencies Enable Lillian Vernon to Shut Manila Contact Center  Mar 21, 2007 7:34 PM By Mark Del Franco

Crediting increased operational efficiencies as the catalyst, Lillian Vernon closed its satellite call center in Manila, Philippines, on March 18.

Six Tips for Training Universal Service Agents  Mar 01, 2007 10:30 PM By MCM staff

Universal service agents perform a wide variety of tasks in today’s contact center: taking inbound order calls, resolving customer service issues, responding to e-mails, engaging in online chat with Web customers.

Multichannel Service Improves–or Does It?  Mar 01, 2007 10:30 PM By Mark Del Franco

A study from e-Gain Communications, a Mountain View, CA-based supplier of customer service and contact center software, reveals both good news and bad news regarding the state of multichannel customer service.

Calling for a Contact Center Review  Mar 01, 2007 10:30 PM By Liz Kislik

Before the visions of sugarplums have danced completely away for another year, be certain to contemplate the performance of your contact center during the holiday season immediately past.

Boost the Accuracy of Call Volume Predictions  Feb 14, 2007 9:36 PM By Bob Webb

The usefulness of the staff schedule created by workforce management software will rise or fall on the reliability of the predictions it makes about the expected volume of incoming work. Without the right assumptions about the workload to be handled, the software

Next-Generation Contact Centers  Feb 01, 2007 10:30 PM By MCM staff

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

Managing Your Cost Per Call  Jan 30, 2007 8:54 PM By Curt Barry

The direct industry has a difficult balancing act to perform. On the one hand, we want to provide a high level of customer service






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