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Biographical Information
A valuable application increases its role
Why one size fits all no longer does
Protect and enhance your company's image.
This customer-centric position can unite siloed departments
Too compelling to ignore, the benefits include low startup costs and no capital investment
But many contact center offerings require a trade-off between accuracy and ease of use
Leveraging sites like Facebook and Twitter is critical
Suites embrace analytics, debunk idea core components are commodities
Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope
Tough economy erodes customer loyalty, but there are ways to rebuild it
Contact center surveying/enterprise feedback is a vital first step
Optimizing your interactive voice response system may require only a small investment
What contact centers must do to manage workforce management.
In a space this new there's nowhere to go but up.
Failed CRM projects of the past may lead to a promising future.
Analytics and on-demand offerings are changing the nature of workforce optimization.
What it means for the contact center to focus on the size of its carbon footprint.
Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk
Organizations must change their mission and culture to benefit from new technologies.
Is unified communications the next disruptive technology for customer service?
When live agents can't be had, interactive voice response systems may suffice.
Performance management is a contact center requirement.
A variety of applications promise revenue generation and cost reduction.
Helping contact center managers achieve four primary goals.
In a tight economy, companies try to cut operating expenses wherever they can.
The contact center is part of a larger organization—and its goals must reflect that.
Web 2.0 technologies can support your customer service processes.
Contact center surveying is evolving into enterprise feedback management.
Business continuity and disaster recovery are often overlooked.
New solutions continue to make an impact inside and outside the contact center.
Vendors were waiting for the market to pick up. End users were waiting for enhancements. Both waits are over.
Why the contact center may be your last line of defense.
Contact center performance management isn't about measuring flaws -- it's about fixing them.
You are who you talk to.
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
What you need to know about quality management and liability recording solutions.
Before managers can tackle primary goals, obstacles must be overcome.
The surveying market may be fragmented, but that doesn't diminish its importance.
Ignoring customer needs is extremely shortsighted and expensive.
What do contact center managers need to generate revenue? New tools and technologies.
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