Browse Passios, Tim

1-25 out of 25 article(s)

Title	Type	Date	Words
Skills-based routing: the tool you need to generate revenue and retain customers.		Nov 1, 2009	768
Leveraging technology to expand your agent pool.		Oct 1, 2009	769
Incentive programs can make a difference.		Sep 1, 2009	800
ACD routing best practices: LIFO vs. FIFO.		Aug 1, 2009	813
Short Message Service (SMS).		Jul 1, 2009	861
Considering incentives.		Jun 1, 2009	873
CBPA and CEBP are not the same.		May 1, 2009	857
Communications-Based Process Automation (CBPA), part 2.		Apr 1, 2009	782
Communications-Based Process Automation (CBPA).	Interview	Mar 1, 2009	840
Migrating to an all-in-one solution ... how do we get there?		Feb 1, 2009	907
What are some common best practices for post-call satisfaction surveys?		Dec 1, 2008	779
Migrating to an all-in-one solution ... How do we get there?		Nov 1, 2008	919
Investing in your business without spending a fortune.	Viewpoint essay	Oct 1, 2008	747
Ask the expert: impact of agent frustration on customer satisfaction.		Sep 1, 2008	717
Love, call center style.		Jul 1, 2008	722
Responding to an absurd claim from a customer.	Interview	Jun 1, 2008	744
Recovering from an embarrassing interaction.		May 1, 2008	827
Giving the appropriate response.		Apr 1, 2008	780
Irate customers and how to handle them.		Mar 1, 2008	797
Remote agents.		Feb 1, 2008	687
Deploying a business communications solution.		Dec 1, 2007	711
Integration for a business communications solution.		Nov 1, 2007	771
Security for IP communications.		Oct 1, 2007	813
Supervisory/quality monitoring for the contact center.		Sep 1, 2007	818
Recording for quality assurance.		Aug 1, 2007	782