Email Alerts
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At-home call center agents promise savings, but reservations linger
JetBlue is among several companies that tout use of stay-at-home call center agents; still, not every business likes them. News
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At-home call center agent recounts joy, pain of virtual workplace
A stay-at-home call center agent talks about the job’s freedom and occasional disconnectedness. News
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Team building boosts contact center agents’ performance
Incorporating group team-building activities into contact center agents’ schedules can have numerous benefits, observers say, such as boosting morale and fostering camaraderie. Feature
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Technology-empowered agents create a positive customer experience
Providing customer service agents with knowledge and technology improves the overall customer experience, according to industry experts. News
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Experts demystify the complexity of PCI compliance in the contact center
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. Podcast
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Debating PCI DSS compliance in the contact center and the ‘police state’: Two perspectives
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. Podcast
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Salesforce.com rebuilds Assistly into Desk.com, a help desk for SMBs
Salesforce.com has turned its acquisition of Assistly into a new customer service application, targeted specifically at the SMB market. News
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Customer service is from Venus, data quality is from Mars
How can the two talk to one another? Forrester has a few ideas and some advice to get customer service on board with data quality and vice versa. Blog
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Social channels changing contact center certification
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology. News
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The pros and cons of real-time speech analytics to monitor agents
Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Ask the Expert