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Articles
1-125 out of 125 article(s)
| Title |
Author |
Type |
Date |
Words |
| Utilizing intelligent call routing for high-interest-level consumers: direct response callers require unique strategy. |
Keathley, Dawn |
|
Mar 1, 2013 |
1289 |
| Use outbound to start conversations with your customers. |
Cascio, Elaine |
|
Mar 1, 2013 |
716 |
| 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 |
| E-DARWINISM: THE EVOLUTION OF THE VIRTUAL CONTACT CENTER. |
Downey, Bryant |
|
Jul 1, 2001 |
2364 |
| Tundo Initiative Announced. |
|
Brief Article |
Jun 1, 2001 |
108 |
| ON HOLD. |
Edur, Olev |
Statistical Data Included |
Jun 1, 2001 |
1599 |
| ADVANSTAR ENTERS INTO JOINT VENTURE FOR FRENCH MARKETS. |
|
Brief Article |
May 16, 2001 |
206 |
| USING SKILLS-BASED ROUTING TO THE ADVANTAGE OF YOUR CONTACT CENTER. |
Stearns, Nathan |
|
May 1, 2001 |
1692 |
| MAKE YOUR CONTACT CENTER ERGONOMICS FRIENDLY -- OR SOMEONE ELSE WILL. |
Perez, Natalie |
|
Apr 1, 2001 |
1847 |
| Call Center Management: Balancing the Numbers. |
Friedman, Tsily |
|
Jan 1, 2001 |
2818 |
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