Call center manager
- November 02, 2016
Election Protection handles upward of 100,000 calls per day as Election Day nears, routing calls from high-call-volume states using Genesys.
- May 22, 2015
At the ICMI Contact Center Expo, users were interested in how to make their centers more efficient while serving customers in whatever channel they choose.
- April 08, 2015
Bouquet Training, a module in the Bouquet CDM platform, enables managers to customize contact center agent training courses based on customer feedback.
- March 02, 2015
Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.
- May 12, 2014
BlabPredicts forecasts Web conversation up to 72 hours in advance; Genesys teams up with Zendesk for multichannel customer service and other CRM news.
- August 23, 2013
Scripting and strict rules won't help customer service reps provide good service -- letting them be human will, says consultant Dayna Steele.
- May 15, 2013
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service.
- May 21, 2012
CIAC certification now includes testing on the use of social media in call centers.
- May 15, 2012
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.
- April 17, 2012
JetBlue is among several companies that tout use of stay-at-home call center agents; still, not every business likes them.
- April 03, 2012
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them.
- March 29, 2012
Providing customer service agents with knowledge and technology improves the overall customer experience, according to industry experts.
- March 05, 2012
In the second part of a two-part podcast, Diana Kelley and Lori Bocklund discuss staffing, process and new technology concerns for PCI DSS compliance in the contact center.
- March 02, 2012
A contact center and a PCI security expert discuss PCI DSS’s stringent physical facility requirements and how contact centers can prepare for them in a two-part podcast.
- January 05, 2012
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns.