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Articles
1-100 out of 100 article(s)
| Title |
Author |
Type |
Date |
Words |
| ACD routing best practices: LIFO vs. FIFO. |
Passios, Tim |
|
Aug 1, 2009 |
813 |
| Best-in-Class companies optimize marketing across multiple channels. |
Campbell, Susan J. |
|
Mar 1, 2009 |
330 |
| Study shows companies need new strategic metrics. |
Campbell, Susan J. |
|
Mar 1, 2009 |
345 |
| 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 |
| My Top Ten. |
B. Read, Brendan |
|
Oct 1, 2008 |
862 |
| Tips for judicious selection of contact center solutions for SMBs. |
Schelmetic, Tracey E. |
|
May 1, 2008 |
1808 |
| 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 |
| The Call Center "Question". |
Portolano, Francesco |
|
Jun 21, 2007 |
997 |
| Call Centre Outsourcing: FSA Reviews Telephone Sales In The Insurance Industry. |
Moodley, Yuban |
|
Jun 14, 2007 |
1176 |
| Call center savings available. |
|
|
May 1, 2007 |
311 |
| Leveraging analytic solutions to improve insight, performance and customer experiences. |
Pennington, David |
|
Feb 1, 2007 |
1197 |
| Speech technology: great gain for just a little pain. |
Schelmetic, Tracey E. |
|
Jan 1, 2007 |
966 |
| 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 |
| 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 |
| Interactive Intelligence optimizes the contact center. |
Schelmetic, Tracey E. |
|
May 1, 2006 |
781 |
| Improving customer service: taking a strategic approach to measuring contact center performance. |
Heinen, Joe |
|
May 1, 2006 |
1497 |
| 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 |
| LogicTree to voice automate Citco Mutual Fund Services Help Line. |
|
Brief Article |
Oct 1, 2004 |
65 |
| 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 |
| InfoCision Management Corp. |
|
Company Profile |
Aug 1, 2004 |
298 |
| Targus Information Corp. |
|
Advertisement |
Aug 1, 2004 |
525 |
| 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 |
| 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 |
| Creating the virtual business. |
Rao, Sunny |
|
Apr 16, 2004 |
615 |
| 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 |
| Contact Centres Australia 2003. |
|
|
Jun 16, 2003 |
5363 |
| The Kansas City area: A really smart place for call centers. (RE: Locations). |
Beatty, James |
|
Jun 1, 2003 |
1373 |
| Leveraging quality monitoring for improved sales and service. (Special Feature--Call Centres & Voice Recognition). |
McCutcheon, Dermot |
|
Apr 16, 2003 |
707 |
| Migration to contact centres will boost revenues by 20%. (Special Feature--Call Centres & Voice Recognition). |
Ratwani, Pramod |
|
Apr 16, 2003 |
630 |
| Westpac increases call centre capacity. (Special Feature--Call Centres & Voice Recognition). |
|
Brief Article |
Apr 16, 2003 |
242 |
| Bank customers offer negative call feedback. (Special Feature--Call Centres & Voice Recognition). |
|
|
Apr 16, 2003 |
453 |
| Managing call centres by capturing diversity. |
|
Brief Article |
Apr 16, 2003 |
294 |
| Extending the brand to include the call center. (ABA Resources). |
Proctor, Rhonda C. |
|
Mar 1, 2003 |
763 |
| 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 |
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