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Staying Informed Just Got Easier
Our new Customer Management Insight, an online journal for customer contact professionals worldwide, is off and running. Please visit the digital issue or our new website.
Our goal in providing this online digital format and the new web platform is to give you information that makes your job easier — and to do so in an appealing visual format with multilayered content.
Read the current issue now.
Unified Communications for the Contact Center: The Tie That Binds
What exactly is unified communications? How can it benefit your organization, and what do you need to do to realize its maximum impact?
Salt River Project
At Salt River Project, it’s hard to tell if the things on top of employees’ noggins are headsets or halos. If you ask SRP’s customers and members of the...
I’ll Tell You Where You Can Put Your Call Center
Site selection requires a delicate balance between a strong workforce pool, market competition and operational supportability.
A Star is Saved: A Five-Point Plan for Retaining Your Best People
Saving our star performers takes a solid plan and lots of time and attention to proven people practices.
Speech Analytics: Moving into the Mainstream
Cost and lack of customization remain barriers to the booming speech analytics market, but the value proposition, the potential for enterprisewide cost sharing and vendor enhancements are smoothing out...
The Four Keys to Customer Loyalty
The first in this four-part series focuses on customer loyalty key No. 1: Customer loyalty is the result of a series of defining moments.
Latin America: Contact Center Hot Spot
Make room India and the Philippines – Latin America has fully arrived on the off-shore scene, and is loco for contact centers.
How Workforce Management Decisions Can Ruin Everything
If you surrender your contact center to the tools designed to help you run it, expect mayhem.
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