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Contributed Articles

Should CSRs Be Paid for Performance?

When a customer service debacle turns into a public relations nightmare, it puts a lot of pressure on an organization to find the cause of the problem immediately. The simple, and often public, response is to blame the agent. But is the agent solely at fault for his behavior, or is there a larger, more systemic, problem at hand? Contact center experts suggest it could be the latter, pointing to agent compensation as one of the biggest customer service snags.
[Full Article]   Oct-14-2014

 

Buzzword Battle: Omni vs. Multi-Channel

There is a new buzzword battle in the contact center market. The defender is the term "multi-channel" and the contender is "omni-channel." While itís tempting to let Webster end this debate, buzzwords and phrases are not subject to the rules of language, and therefore anything goes, and the market gets to make the choice.
[Full Article]   Oct-06-2014

 

5 Tips For Creating a GREAT Customer Service Call Center Culture

You learn some things after running contact centers for 20+ years. The following are 5 tips on changing or creating a great contact center culture in your customer service center.
[Full Article]   Oct-02-2014

 

IT Leaders Aren't All Coming From Tech

The milestones along the traditional path to IT leadership look a lot like this: Earn a computer science degree, serve an IT internship, take development courses, gain coding experience, obtain certifications and sign up for management training specific to technology. However, as IT increasingly becomes a business strategy enabler, IT leaders are being promoted from places like the sales or marketing department.
[Full Article]   Sep-30-2014

 

5 Ways Not Using Speech Analytics is Affecting Your Contact Center

By not using a call monitoring solution, like automated speech analytics, money is being left on the table, agents are at risk for failure, and customer churn is inevitable. Here is a quick list of five ways your business is affected the longer you continue to put off using technology that automates the process of monitoring conversations with customers:

[Full Article]   Sep-16-2014

 

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