Contact Center ARCHIVE

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

IT Budgets to Stay Flat This Year  Jan 01, 2003 10:30 PM By Barbara Arnn

THE UPCOMING YEAR will be far from stellar for IT vendors, according to an AMR Research survey on technology initiatives. One hundred respondents from

Out of Service  Jan 01, 2003 10:30 PM By Rama Ramaswami

If You Think Customer Service Stinks Now, Brace Yourself, cautioned the headline of a press release that landed on my desk recently. Apparently, we are

Easy Rider  Nov 01, 2002 10:30 PM By Jeff Morris

Consider the Never, perhaps, has a single letter had such dramatic ups and downs in popularity and reputation. Not long ago, this fifth letter of the

super balance  Nov 01, 2002 10:30 PM By MCM staff

All Superman had to do was jump over tall buildings. You, by contrast, must boost your facility’s operating performance, reduce costs, increase reliability,

Easy Access  Aug 01, 2002 9:30 PM By Brad Cleveland

Easy assembly. Easy access. Easy on, easy off. We’re so accustomed to these clichs that the word has lost much of its meaning. Yet it is at the core of

Five Aces  Aug 01, 2002 9:30 PM By Curt Barry

Business is no game, and it’s too important an activity to leave the results to chance. An ace in the hole is hardly cheating; instead, it’s a reserve

A Passage to India  Apr 01, 2002 10:30 PM By Bennett Voyles

Should you move your call center off shore? As with any business decision, it comes down to weighing risk and reward. On the reward side, the advantage






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