Call centers are the first line of communication that many customers have with a company. So today's call center managers have a challenging role -- they must achieve superior service from the very first customer interaction. But they must also keep costs at a minimum. For them, success lies in finding the right combination of people, process and technology and issues like performance optimization, operational efficiency, outsouring/offshoring, call center metrics and technology selection are exceedingly important.
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Content spotlight: Call centerBUSINESS INTELLIGENCE
Having a full understanding of what business intelligence can do for you can help your company thrive in today's marketplace. Check out our collection of BI articles and learn the finite points of everything from analytics to data mining.
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Content spotlight: Business intelligence
MARKETING EFFECTIVENESS
Today's marketers face a wealth of challenges. Not only do they have to comply with new legislation pertaining to customer privacy, but they also have to make sense of customer information from a variety of channels, from Web to phone to email. Comb through our marketing resources and get tips for improving marketing effectiveness at your organization.
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Content spotlight: Marketing effectiveness
SALES EXCELLENCE
Technology is only part of the equation. Getting the sales force to use a SFA system is often an obstacle to a successful CRM strategy. Our resources will help you find ways to ensure a successful SFA project, from choosing software to tackling change management.
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Content spotlight: Sales excellence