Get Vocal about Self-Service
The world has lost patience with poorly designed self-service solutions. But you need automation to handle growing call volumes and to provide 24-hour
Fulfillment
First Person: Managing an “Essential” Website Overhaul
As a principal consultant with Latitude Associates, I was the project manager for the recent upgrade of the American Chemistry Council (ACC) Website. Certainly Website upgrades are nothing new, nor are they always newsworthy. But I thought this case study was worth sharing in part because of the dramatic increase in orders received by the ACC online store
Despite Fewer Cardholders, SmartPay Spending Grows
Although the number of government workers with SmartPay credit cards has declined, workers spent 2% more with the cards during fiscal 2006 than they had the previous year.
Getting a Grip on Agent Time Utilization—Part 1
Time-utilization measurement is a bane of most contact center managers and definitely a pain for contact center agents. But without it, we might as well close up shop and go home.
A Crash Course in VoIP
Voice over Internet protocol (VoIP) has quickly infiltrated the telecommunications industry, helping small and midsize businesses to save money and increase productivity. Once a business decides to implement VoIP technology, however, it has additional decisions to make regarding the type of VoIP solution that will best meet its needs
Teaching Supervisors Self-Management
If self-management is so important, though, what can a manager do to help develop an inexperienced supervisor? In other words, can you help others learn to manage themselves so that they can go on to manage others? Remarkably, you can. The techniques you
Chelsey Moves to Take Firm Command of Hanover Direct
In a move that all but ensures a going-private transaction, the board of directors at $407 million Hanover Direct unanimously approved a cash merger agreement with Chelsey Direct, its largest shareholder.
Training Champions
One of the most difficult jobs in the world today is that of a front-line supervisor. Front-line supervisors face considerable challenges each and every day