Call Center Banner Stats

Tools & Technologies
296 results
of 27
Posted:
Accelerated everything. Highly mobile workforces, the global economy, and the ever-burgeoning trend for “bring your own device” have detonated customer demand for effective response and resolution. Intricate workflows, pressure for outstanding productivity gains, even confusion about cloud computing are hitting customers where they live and... Full Content »
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Providing customer service to Millennials has its challenges. The generation born 1980–2000 has grown up in a connected world and is renowned for their social-media savvy and exceptional multi-tasking. Their digital coolness comes with a few labels including: impatient, demanding, and seekers of instant gratification. For many... Full Content »
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Join CMIQ for a lively roundtable discussion of highlights from the brand-new Executive Report on Call Center Technology, including key trends from American Express, Best Buy, MetLife, Hyundai Capital, GlaxoSmithKline and many others.

Our panel of experts, including customer management leaders and technology partners, will put the results from... Full Content »
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Want to improve your call center or contact center metrics? Tired of paying the consequences for overstaffing, understaffing or underperforming agents?

Join leading experts on workforce management, contact center operations and quality management to learn how the Cloud helps you:


Manage staffing levels to pay for just the right expertise... Full Content »
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Reducing Call Center Employee Frustration While Enhancing Productivity and Customer Satisfaction

 

Creating a powerful customer experience requires that your employees have all the necessary tools and support.  

Over 70 percent of what frustrates employees translates to frustration for your customers and a significant percentage... Full Content »
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80% of organizations believe it is particularly important to serve customers in their preferred channels.  Only 30% are capable of consistently doing so.

89% of organizations believe it is important to create a seamless, integrated, cross-channel experience by passing customer data across media.  Only 30% of businesses do so.

This... Full Content »
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Customers today have changed. They research differently, they buy differently, and they are trying to interact with your business differently. They expect customer service across all channels - web, social media and smart phones. However, one thing has remained paramount; customer experience has a significant impact on the company’s bottom... Full Content »
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Join CMIQ for a lively roundtable discussion of highlights from the brand-new Executive Report on Call Center Technology, including key trends from American Express, Best Buy, MetLife, Hyundai Capital, GlaxoSmithKline and many others.

Our panel of experts, including customer management leaders and technology partners, will put the results from... Full Content »
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Enabling IT to better support changing business processes and requirements

Organizations require the ability to adapt quickly to rapidly changing economic, technological and competitive landscapes, which means undergoing near-constant change to their business processes. And in today’s IT-enabled world, that usually involves making... Full Content »
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The information you need to better understand your customers is out there.  It's the conversation your customers are having right now on social networking and review sites, in the thousands of emails to your customer service reps and in customer feedback surveys. But sorting through the mass of it to extract the insight needed to take... Full Content »
Posted:

Join CMIQ for a lively roundtable discussion of highlights from the brand-new Executive Report on Call Center Technology, including key trends from American Express, Best Buy, MetLife, Hyundai Capital, GlaxoSmithKline and many others.

Our panel of experts, including customer management leaders and technology partners, will put the results from... Full Content »
296 results
of 27
Posted: Tue, 04/13/2010
Interview with Sandra Levesque of Reservations for Delaware North Parks & Resorts

Sandra Levesque has a compelling story to tell--and it involves the seamless integration of technology and people. Afer her speech at the 5th Annual Call Center Summit, Levesque sat down with us to share her secrets on call center technology. Through her work in implementing a powerful customer relationship management system Levesque has cut cost Full Video »
Contributor: Blake Landau
Posted: Tue, 05/19/2009
PodcastImage
In this rapidly evolving and challenging economic climate, it's critical to obtain the best from your call center representatives. Dr. Brooks Mitchell, professor at the University of Wyoming, feels organizations can better capitalize on the direct link that exists between behavior modification and immediate, relevant rewards. This is done by Full Podcast »
Contributor: call center week
Posted: Tue, 08/03/2010
call center week

What is interesting about CSR is its recent rise in popularity amongst corporations who are embracing the concept even though it is by and large not compulsory. Whereas corporate governance practices are a requirement of publicly listed companies, there are no regulatory requirements legislating CSR.

Having said that, if corporations are not p Full Sector Report »