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1-133 out of 133 article(s)
Title Author Type Date Words
Shouldn't you know what your customers know? Bourque, Ron Column Feb 6, 2015 675
Omnichannel: the what, why, and how. Howell, Karina Nov 1, 2014 814
Successful system specification: the key role of the user. Berry, John Oct 1, 2013 2323
If you can't measure it, you can't manage it. Sep 1, 2013 654
SIP trunking and demarcation. Percy, Alan Sep 1, 2013 630
All mobile self-service apps need customer assistance. Rosenberg, Art Jul 1, 2013 542
Measuring multi-channel success for the C-suite. Cascio, Elaine May 1, 2013 648
Intraday management: do you plan to react? Or react to your plan? McConnell, Matt May 1, 2013 644
Use outbound to start conversations with your customers. Cascio, Elaine Mar 1, 2013 716
Utilizing intelligent call routing for high-interest-level consumers: direct response callers require unique strategy. Keathley, Dawn Mar 1, 2013 1289
Resolutions for 2013. Cascio, Elaine Jan 1, 2013 728
Leveraging technology for remote agents. Rowan, Michele Dec 1, 2012 842
Finding productivity opportunities: every organization has the same goal, which is doing more with the same, or less such as boosting productivity. The pressure to reach that objective is intensified when the economy is slow and resources are tight. Read, Brendan Jun 1, 2011 2909
Improving productivity via simplified self-service authentication. Jun 1, 2011 645
Recording the experiences. Read, Brendan Sep 1, 2010 1496
Pennsylvania's call center: a model for health care reform implementation. Johnson, Gary; Wolf, Kristen Aug 1, 2010 740
ACD routing best practices: LIFO vs. FIFO. Passios, Tim Aug 1, 2009 813
Study shows companies need new strategic metrics. Campbell, Susan J. Mar 1, 2009 345
Best-in-Class companies optimize marketing across multiple channels. Campbell, Susan J. Mar 1, 2009 330
Best practices in multi-sourcing: the choices are dizzying, and challenging. Here's how to make them without heartache. Dawson, Keith Jan 1, 2009 919
Let the predictions begin! Searcy, Tim Jan 1, 2009 877
Australian call centres: time to search for a new management model? Connell, Julia; Hannif, Zeenobyah; Burgess, John Report Jan 1, 2009 5228
My Top Ten. B. Read, Brendan Oct 1, 2008 862
Lifeline: call centers and crisis management. Harris, Angela J. May 1, 2008 1579
Tips for judicious selection of contact center solutions for SMBs. Schelmetic, Tracey E. May 1, 2008 1808
A quantitative model for CRM performance evaluations. Bordoloi, Sanjeev K.; Aggarwal, Prabhu; Tobin, Tom Report Apr 1, 2008 5737
What is a remote agent service provider? And will it help improve my service levels? Jan 1, 2008 665
"To reach a representative, please click the icon": a Blue's call center Web-based VoIP solution empowers providers and saves time. Boucher, David Aug 1, 2007 1178
Call center savings available. May 1, 2007 311
Leveraging analytic solutions to improve insight, performance and customer experiences. Pennington, David Feb 1, 2007 1197
Queuing up performance: how to apply a virtual queuing strategy in your contact center. Camulli, Eric Jan 1, 2007 1878
Managing speech projects for maximum efficiency. Mosing, Christoph Jan 1, 2007 1803
Speech technology: great gain for just a little pain. Schelmetic, Tracey E. Jan 1, 2007 966
Services, a world of potential. Brief article Jan 1, 2007 144
Expanding or eliminating the physical borders of the call center. Schelmetic, Tracey E. Oct 1, 2006 465
The right balance for the call center: somewhere between prison and an encounter group. Sims, David Excerpt Oct 1, 2006 1364
Instantly improve contact center performance. Tanoury, Doug Sep 1, 2006 1097
Trapped in chronic push-pull struggles? Bridge opposing internal forces with predictive analytics. Tate, Robert Aug 1, 2006 1671
Overcoming the old headache of integration. Schelmetic, Tracey E. Jun 1, 2006 344
Improving customer service: taking a strategic approach to measuring contact center performance. Heinen, Joe May 1, 2006 1497
Interactive Intelligence optimizes the contact center. Schelmetic, Tracey E. May 1, 2006 781
How "real time" is revolutionizing the contact center: the essential role of real-time analytics, reporting, scheduling and training. Botz, Patrick Apr 1, 2006 1264
The neverending story of the consequences of failing to self-regulate. Schelmetic, Tracey E. Editorial Mar 1, 2006 387
Looking beyond the call center: preventing erosion in your customer base and profits. Mehrotra, Vijay Mar 1, 2006 1574
Deconstructing the call center. Tehrani, Rich Column Jan 1, 2006 1764
The evolution of analytics and call recording. Tehrani, Nadji Interview Jan 1, 2006 1586
Call centre management. Oct 1, 2005 1178
Call centre management. Oct 1, 2005 1178
Profile for success: what makes a good call center agent? McNally, Luke Sep 1, 2005 899
Cross-pollinating customer service across all channels. Tobin, Tom Aug 1, 2005 1940
IP contact center technology: eliminating the risks (Part VII). Hayden, Kevin Aug 1, 2005 1920
Performance optimization solutions for better efficiency and productivity. Kelly, Bob Aug 1, 2005 1686
Seeing the e-services big picture: online self-service can pay huge dividends, but requires more than simple automation. Gritt, Peggy Aug 1, 2005 1424
Self-service is not for you, it's for your customers. Schelmetic, Tracey E. Editorial Aug 1, 2005 541
Group 1 Software President Christopher Baker teaches us a new acronym: CCM. Kalinoski, Glenn J. Aug 1, 2005 1015
Of data security and tea sandwiches. Schelmetic, Tracey E. Editorial Aug 1, 2005 806
How to speak with customers from different states and other foreigners. Schelmetic, Tracey E. Jul 1, 2005 940
Global companies turning to Latin American call centers. Advertisement Jul 1, 2005 1055
The real case for the home-based-agent model. Ball, Jim Jun 1, 2005 2287
The benefits of distributing the call center. Schelmetic, Tracey E. Jun 1, 2005 495
The next step in the evolution of customer care: the customer interaction network. Proctor, Don Jun 1, 2005 2230
Returning to the old IT adage of "garbage in, garbage out". Schelmetic, Tracey E. Column Jun 1, 2005 496
Of jackpots and jugglers, making service optimization work for you. BenBassat, Moshe Apr 1, 2005 1804
IP contact center technology: what you need to know (Part III); Multisite contact center technology centralization: eliminating the risks. Hayden, Kevin Column Apr 1, 2005 1313
Extending in-house call capacity with home agents. Mar 1, 2005 539
The call center uncentered. Schelmetic, Tracey Editorial Mar 1, 2005 338
Peak practice. Feb 10, 2005 446
The benefits of a blended customer contact solution. Jan 1, 2005 399
Bolstering customer service through service resolution management. Kelly, Brian Jan 1, 2005 1532
IP contact centers and the agile company. Tehrani, Rich Jan 1, 2005 652
Educating the next generation. Searcy, Tim Column Jan 1, 2005 791
IP: customer service anytime, anywhere, via any media. Schelmetic, Tracey Editorial Nov 1, 2004 1059
Mobilizing CRM: routes to success. Burnett, Aaron Oct 1, 2004 1744
Introducing. Tehrani, Rich Oct 1, 2004 615
Contingency planning by the numbers. Klenke, Maggie Oct 1, 2004 1254
emailtopia offers improved Response Manager 4.0 for high-volume call centers. Brief Article Sep 1, 2004 101
Austin Logistics launches Valeo for call centers. Brief Article Sep 1, 2004 111
Lost in IVR: the hidden costs of pushing high-value customers through self-service. Crisler, Lois Aug 1, 2004 1966
Turning customer service into a conduit for sales and marketing. Sherman, Geoff Aug 1, 2004 1412
A view from the outside: defining external call center performance metrics. Reynolds, Penny Aug 1, 2004 1193
Amcat. Advertisement Aug 1, 2004 346
InfoCision Management Corp. Company Profile Aug 1, 2004 298
Targus Information Corp. Advertisement Aug 1, 2004 525
Leave the box behind and just think. Tehrani, Rich Jul 1, 2004 1120
Enhancing service and reducing costs with the IP-based virtual call center. Kaish, Steve Jul 1, 2004 2154
Compliance technologies and services roundup. Jul 1, 2004 1485
Innovation returns to CRM and contact centers. Tehrani, Rich Jun 1, 2004 1573
Optimizing customer experiences: bridging front-office contact centers and back-office departments. Alban, Oscar Jun 1, 2004 2194
Looking for reasons to record? Now there are more than ever. Kaiser, John Jun 1, 2004 1636
Don't ignore your other workforce: the automated agent. Moreno, Frank Jun 1, 2004 2356
Educate your agents and reduce turnover: can e-learning help? There's growing consensus that training is effective in reducing turnover, even in the "revolving-door" environment of the contact center. The questions, however, are: "What type of training can be most effective in the contact center?" and "Will all training methodologies produce comparable results?". Beck, Todd Jun 1, 2004 2058
The basics of calculating call center staff. Reynolds, Penny Jun 1, 2004 1036
Drivers and restrainers of the Indian call center. Shastri, Ranjit May 1, 2004 1159
Search engine marketing campaigns make a local call. Hagerty, Richard May 1, 2004 1144
Automating contact centers to support regulatory compliance efforts. Logan, Paul May 1, 2004 1878
Unraveling the mystery of service level discrepancies. Reynolds, Penny May 1, 2004 828
VoIP in the call center: have we found the holy grail? McFadden, Joseph Apr 1, 2004 1870
Case study: Accounts Recovery Corporation gains competitive advantage from VoIP call recording and monitoring technology. Kapela, Robert Apr 1, 2004 1456
The blended contact center: myth or reality? The keys to building a unified inbound and outbound call center operation. Lang, Paul Apr 1, 2004 2071
How do your call center supervisors measure up? Reynolds, Penny Apr 1, 2004 887
In the face of do-not-call, creating Profit in the call center. Shearer, Colin Mar 1, 2004 2137
Understanding agent occupancy. Reynolds, Penny Mar 1, 2004 889
Puerto Rico: the benefits of offshore in the United States. Parry, Tim Mar 1, 2004 894
How to win friendly agents and influence customers. Tehrani, Rich Interview Feb 1, 2004 1288
E-learning and quality--a marriage made in heaven. Shute, Scott Feb 1, 2004 2225
Real-time CRM: a competitive advantage today, a competitive imperative tomorrow? Sedgewick, Ross Feb 1, 2004 1652
The power of one in Call Center Staffing. Reynolds, Penny Feb 1, 2004 862
Chicago 311: a 24/7 telephone and online customer service center: learn how a recent winner of the prestigious Innovations in American Government Award not only improves citizens' connection to government, but actually improves the City of Chicago's performance in the process. Fillichio, Carl A. Sep 22, 2003 2366
The Kansas City area: A really smart place for call centers. (RE: Locations). Beatty, James Jun 1, 2003 1373
Extending the brand to include the call center. (ABA Resources). Proctor, Rhonda C. Mar 1, 2003 763
The CEO Spotlight. Taylor, Gary Interview Feb 1, 2003 975
Call centre solution. (IT News). Brief Article Jan 1, 2003 244
TMC Labs review. (TMC Labs). Jan 1, 2003 1294
Ask Dr. Jon. (The Purdue Page). Anton, Jon Column Nov 1, 2002 581
Remote agents: a new force for the call center. (Call Center/CRM Management Scope). Houlne, Tim Industry Overview Oct 1, 2002 2044
Ask Dr. Jon. (The Purdue Page). Anton, Jon Column Oct 1, 2002 610
Ringing in the business: knowledge management helps call centres provide high quality service, giving customers the right information in a timely fashion. (Knowledge Management). Robertson, James (Presbyterian leader) Sep 1, 2002 1329
Integrating contact center channels. Carothers, Michael Aug 1, 2002 2511
The Hub-and-Spoke approach to site selection. (Re: Locations). Beatty, James Aug 1, 2002 907
Rising to the challenge at the Merrill Lynch contact center. (High Priority!). Tehrani, Rich Jun 1, 2002 1188
Plagued by scheduling woes? Boost the accuracy of call volume predictions. (Call Center/CRM Management Scope). Webb, Bob Jun 1, 2002 1218
Higher calling: here are five steps that a bank can take to develop a call center strategy to improve customer outreach and enhance sales. (Feature). Gerstner, Diane Apr 1, 2002 1114
Expansion of call centre industry continues. (Sudbury). Ross, Ian Brief Article Feb 1, 2002 605
Still Leaving It To Fate?: Optimizing Workforce Management. (Innovative Management Information). Durr, William Jr. Nov 1, 2001 1875
Out with the New, in with the Old: A Look at Scheduling Alternatives. (Innovative Management Information). Spraetz, Brian Nov 1, 2001 1888
Route vacation travelers. Kelly, Sean Jul 1, 2001 265
Tundo Initiative Announced. Brief Article Jun 1, 2001 108
ON HOLD. Edur, Olev Statistical Data Included Jun 1, 2001 1599
Call Center Management: Balancing the Numbers. Friedman, Tsily Jan 1, 2001 2818

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