Contact Center ARCHIVE

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

Supporting Telephone, E-mail and Chat Inquiries  Jan 17, 2007 8:45 PM By Kathryn Jackson

Can one agent handle telephone, e-mail, and chat inquries? And is that even a good idea? That depends on the communication skills you evaluated your agents on prior to hiring them and/or any additional training you have provided them since. Verbal and written communication skills are two distinct competencies, and being well-versed in one doesn’t necessarily guarantee success in the other.

Upgrading the contact center  Jan 01, 2007 10:30 PM By Greg Anderson

Businesses that want to get closer to their customers are transforming their conventional call centers into multichannel contact centers that support

TAKE TWO  Aug 01, 2003 9:30 PM By Liz Kislik

When the holidays approach, you’ve got to ramp up, even during an economic downturn. Whether you prefer to put the pedal to the metal or to sit idling

The Big App  Jun 01, 2003 9:30 PM By Jeff Morris

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  Apr 01, 2003 10:30 PM By Karen Berman

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  Feb 01, 2003 10:30 PM By Jeff Morris

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

Calling All Agents  Jan 01, 2003 10:30 PM By Rama Ramaswami

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






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