Solutions' Magazine's Fifth-Annual
CRM Excellence Awards
the fifth consecutive year, the editors of Customer Inter@ction Solutions'
dared readers to prove that their companies have what it takes to win the
coveted CRM Excellence Award.
Bridging Front-Office Contact Centers And Back-Office Departments
Oscar Alban, Witness Systems
Performance improvement throughout the customer service value chain has
become one of the top priorities of leading companies around the world. As
more organizations aspire to elevate customer service from an isolated part
of the business to a strategic enterprise asset, the view of customer
service is changing from a detached business function to an integrated set
of business processes. Business plans for most organizations call for
creating positive customer experiences across channels, which is revealing
customer service as a true enterprise interest that spreads across many
functions of the company.
Reasons To Record? Now There Are More Than Ever
John Kaiser, Dictaphone Corporation
If you're a contact center manager, you
probably have one of the toughest jobs on the planet. In many ways, your
company's success rests on your contact center and the actions of your
agents. Your contact center agents wield tremendous power. Each time
they pick up the phone and speak to a customer, they are ' for better or
worse ' 'your company.' What they say and how they say it can drive
sales, or drive customers away. Your contact center is also, in many
ways, the voice of your customers ' a place where customers freely
express their opinions, desires and dissatisfaction.
Ignore Your Other Workforce: The Automated Agent
By Frank Moreno, Empirix
would debate the importance of a customer's first impression of a contact
center. Not only can that initial interaction impact the result of a
particular call; a bad first impression can tarnish your company's brand,
drive up costs and drive away customers. But when it comes to quality
assurance efforts in the contact center, why is it that the first thing the
customer hears is typically ignored?
Agents And Reduce Turnover: Can E-learning Help?
Todd Beck, AchieveGlobal
Managers in organizations of all types and sizes have grappled for
years with the question of the value of training for 'revolving-door'
organizations with high employee turnover, such as contact centers. With
contact center staff often serving as the primary source of customer
support after the sale, their level of product knowledge and interpersonal
skills are critical factors in maintaining a company's competitive edge.
And for outsourced contact center operations, their very survival depends
on the performance of frontline agents. Although success begins with
selection and hiring, the real key is how well the organization equips its
contact center staff with the tools and skills they need to deliver on the
company's value promise while meeting their own personal and
IP CONTACT CENTERS
Has A Chat With Cisco
The Basics Of Calculating Call
By Penny Reynolds, The Call Center School
Home-Based Agents: A Cost
Saving Alternative To Offshoring? An
Insightful Q&A With West Corporation