Taking Advantage Of Web Self-Care To
Meet Client Needs
By Curt Champion, Convergys Corporation
Companies today are facing three challenges that seemingly are at odds.
Almost universally, companies need to cut costs. At the same time, however,
they need to provide better service to their customers and improve their
marketing capabilities.
Finding A Place To Call Home
By Linda Driscoll, TMC
Wooing a teleservices agency to establish a location
in a community is almost always very good news for that community.
Teleservices agencies offer great tax revenue for the community, provide
scores of jobs for its residents, including many who have difficulty finding
employment in traditional 9 to 5 jobs, and to top it off, teleservices
agencies have no special needs for environmental variances and the like. So,
what does it take to influence a teleservices agency to select your
community as a site for its business?
The Missing
Pieces Of Workforce Management
By William Durr, Blue Pumpkin Software
'Managing the workforce' is an easy phrase to say, but it's an
ambitious proposition that presumably shapes people into high-performing
assets to drive customer satisfaction and revenue. For as many years as it
has been around, though, why hasn't workforce management been the killer
app its name promises? It's not even an exact science yet.
Workforce
Optimization:
Killing Two Birds with One Stone
With turnover rates as high as 30 to 50
percent in many contact centers across North America, companies are
struggling to hire the right agent, design the appropriate mix of training
and implement the most cutting-edge and effective technology in order to
enhance the performance of their contact center organizations. The newest
breed of workforce optimization (WFO) applications is helping meet those
needs and allowing companies to track their success in exceeding customer
expectations.
CRM For The Mobile
Workforce '
The Past, The Present, The Future
Customer relationship management (CRM) and its
use by mobile workers is far from a new endeavor, but it is one that has
undergone many changes in recent years as advancements in technology
continue to create a truly mobile environment. Remote salespeople that use
and leverage this truly mobile platform are taking advantage of the
technology to increase the response level to customer needs, which in turn
leads to better satisfaction and increases sales.
RE:
LOCATIONS:
Burlington,
Iowa: A Place To Grow!
By James Beatty, NCS International, Inc.
Let's say I need a place to locate a 500-person customer service center.
Where should I look? Offshore, where labor costs are lower than the U.S.?
Maybe I should look at the larger MSAs with a population of at least
500,000 to 1 million. Perhaps I'll look in the Southeast, where call
centers have been multiplying at astounding growth rates. Or maybe I'll
look Northeast, where customer service centers have been successful.
There's still the Midwest, where the industry was born and is now at a
mature age. What about the West coast, which has millions of people
available?
The CEO Spotlight
This month, the CEO Spotlight is on Tom Cardella, CEO of
Precision Response Corporation, an outsourced provider of customer care services
headquartered in Plantation, Florida.
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DEPARTMENTS
Publisher's Outlook
By Nadji Tehrani
In this issue, where our editors focus
extensively on workforce management and workforce optimization, it is
particularly fitting to write about hiring 'the right people.' Without
'the right people,' workforce management or any management is nothing more
than wishful thinking.
High Priority!
By Rich Tehrani
Hosted CRM providers made a big splash during the dotcom era and started
to spring up like weeds until the market downturn decimated the entire
space. One player, salesforce.com, did better than most on the market's
way up and the way back down.
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