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Contributed Articles

The Evolution of First-Contact Resolution

More customers are moving toward self-service as their first point of contact, causing companies to reassess how they measure FCR with respect to the overall customer experience.
[Full Article]   Jul-29-2012

 

The Customer as a God

Businesses today tend to herd customers as if they were cattle, but a revolution in personal empowerment is under way -- and buying will never be the same again.
[Full Article]   Jul-29-2012

 

Remembering Stephen Covey: Here Are His Famous '7 Habits Of Highly Effective People'

In honor of renowned author Stephen Covey, who died this morning at age 79, we've decided to succinctly break down the "7 Habits of Highly Effective People" from his all-time best-selling book, which sold 20 million copies. Here's the short version, but we recommend you buy his book.
[Full Article]   Jul-22-2012

 

Virtual At-Home vs. Brick-and-Mortar Contact Centers

Sending calls to agents working from home was a new concept 14 years ago. Today, more than 80 percent of Fortune 500 companies are using or planning to use home-based agents (Frost & Sullivan). Conversations about the at-home or virtual contact center model have shifted from “why” it is more advantageous than brick-and-mortar (B&M) centers, to “when” and “how” it can be implemented as either an in-house or outsourced solution. Looking at the dynamics currently at play within the contact center industry, leading outsourced at-home companies are growing in excess of 25 percent annually (Datamonitor). With these statistics in mind, will there be a need for brick-and-mortar contact centers in the future?
[Full Article]   Jul-22-2012

 

The Offline Executive

Do you ever disconnect, even for just a few minutes? Think about the last time you used your “off button.” Was it at home over the weekend? On vacation? Or were you at the office? BlackBerrys, iPhones, Androids, iPads, and all their digital relatives are transforming our lives -- for better and for worse. They are also changing the nature of how and when (and where) work gets done. However, a manager’s effectiveness depends not only on using e-mail and other electronic communication, but also on learning to shut it down.
[Full Article]   Jul-22-2012

 

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