Email Alerts
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ACCE conference honors the best workers in the call center industry
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service. ACCE Conference Coverage
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New contact center metrics recommended to fit new customer channels
With the telephone no longer the only customer channel on the block, new contact center metrics are called for to measure the handling of new channels. Feature
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Top five CRM trends you should know about
CRM has undergone rapid change lately -- including the use of social media and a change in call center practices. Here's a look at five CRM trends that shaped 2012. Photo Story
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Contact center technology helps children track Santa Claus' sleigh
NORAD continues Christmas Eve tradition by offering children a toll-free number to learn Santa Claus' whereabouts. Feature
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Social media channels and contact centers can play together
Proper staffing, training and strategies can make social media channels work wonders in a contact center, according to industry observers. Feature
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Advanced technologies seen as aid to contact center agents
Contact center agents will get help with customer channels from advanced technologies, industry observers say. Feature
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Christian network answers prayers with new contact center software
Christian Broadcasting Network saw significant productivity gains after implementing new contact center software. Feature
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Contact centers need an outside-in approach to technology, analyst says
A Forrester Research analyst recommends that contact center managers consider the customer's perspective when acquiring new technology. Feature
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New call center certification targets social media
CIAC certification now includes testing on the use of social media in call centers. News
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Call center agents’ behavior should be focus -- not clunky metrics
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach. News