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CUSTOMER
RELATIONSHIP MANAGEMENT
Evaluating And
Selecting A Workforce Management Solution
By Aaron Burby, Envision
You’ve sold senior management on the value of a workforce management
solution but how do you go about selecting and implementing the best
solution for your contact center? Whether you are buying a new workforce
management solution or replacing an existing one, there are two initial
questions you will need to answer before proceeding.
Linux, Layering And
Listening:
What To Look For In A Call-Recording System
By Tony Procops, ASC telecom
The
most revolutionary enhancements to the call-recording/quality-monitoring
market since the first digital recorder in the early ‘90s are the moves to a
Linux operating system and new software architecture. By using Linux,
logging manufacturers are able to produce systems that are more powerful,
flexible, secure and reliable.
COMPLIANCE
TECHNOLOGIES & SOLUTIONS
Compliance
Technologies And Services Roundup
There are two kinds of contact center companies
today: those that are still desperately cobbling together their own
patchwork of imperfect internal processes (these are the companies with the
permanent migraine headaches) and those companies that have sought the
assistance of a professional organization in attaining compliance. For those
contact center organizations falling into the former category but wanting to
be included in the latter, the editors of Customer Inter@ction Solutions®
have compiled the following list of companies that offer products and
services in the compliance arena.
CUTTING
EDGE TECHNOLOGIES FOR THE CONTACT CENTER
Performance Management
Drives The Call Center
By
Rosemary Turley, Performix Technologies
Improving customer service starts with your
staff. That sounds cliché, yes, but managing employee performance in the
contact center is, without doubt, the most overlooked part of successful
customer service — and offers the richest financial windfall for the
business. The challenge for management is to tie the daily individual
performance goals of the contact center staff with the goals of the
business in a way that motivates employees to drive performance and
improve overall customer service.
IP CONTACT
CENTERS
Enhancing
Service And Reducing Costs With The IP-Based Virtual Call Center
By Steve Kaish, CosmoCom
As
businesses worldwide struggle with a lackluster economy, intensified
competition and the tentative buying habits of customers, a new mantra is
sounding: “It’s all about the customer.” Companies have experienced
first-hand that excellent service attracts and, most importantly, retains
customers. As a result, customer service excellence has joined cost
reduction and new revenue-generating services at the top of their list of
winning business strategies.
MANAGING BY
THE NUMBERS
Schedule Adherence Monitoring:
Big Brother Or Better Bottom-Line?
By Penny Reynolds, The Call Center School
Once
an efficient set of work schedules has been designed, managing daily service
means ongoing observation to ensure the frontline staff is actually working
the assigned schedules. Some call centers monitor schedule adherence on a
manual basis, simply walking around and checking to see if agents are in
their seats when they’re supposed to be. Larger centers may have workforce
management tools in place to automate the checking and reporting process.
OUTSOURCING
The Fastest-Growing Teleservices
Companies —
The Annual Survey And Ranking Of Rising Stars
RE:
LOCATIONS
A View Of
Northern Ireland
By
Tracey Schelmetic, Editorial Director, Customer Inter@ction Solutions
Nowadays, when the term “offshore” is
mentioned, many people automatically think of India or perhaps the
Philippines. In the U.S., we now use the term “nearshore,” which makes
us think of Canada, Mexico or the Caribbean. What we in the call center
industry sometimes forget is that a map of the world is not blank
between Nova Scotia and Bangalore.
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