Email Alerts
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8 contact center best practices
These eight tips, culled from experts such as Donna Fluss and Michael Krigsman, offer insights into how companies can ensure their contact centers are in the best shape possible. News | 26 Jul 2011
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Companies craft better customer service with video
Companies are using video to transform contact centers and give customers more accessible and higher-quality service. News | 25 Jul 2011
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Comcast offers 10 steps to creating a call center social media strategy
At the annual ACCE show, Comcast outlined 10 steps call center managers can take to create a social media strategy that serves customers. News | 15 Jun 2011
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New contact center technology needs traditional rollout
Successful call center overhauls combine new contact center technologies with traditional change management practices to get agent buy-in and business-driven results. News | 18 May 2011
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Best practices to ensure the success of contact center self-service
Find out which tasks work best with self-service and learn how to measure the effectiveness of a self-service implementation in the contact center. News | 11 May 2011
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Thorough contact center training improves customer satisfaction
To ensure a seamless customer experience, it’s important to ensure agents are properly trained across channels. Consistency in policies and staff training is vital. News | 13 Apr 2011
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PCI compliance in the call center a headache for many
PCI compliance is often left to security or compliance professionals, but call center staff and management need to be familiar with PCI DSS as well. News | 28 Jan 2011
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Rapid adoption of social service overlooks critical infrastructure
Customer service via social channels is seeing rapid adoption, but it still requires the underlying processes of traditional channels. John Ragsdale offers some data on social service adoption as well as some advice in his column. Column | 13 Jan 2011
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CRM expert predictions for 2011
SearchCRM.com experts forecast what's in store for 2011 and the evolution of social CRM, mobile and the customer experience is something they can agree on. News | 03 Jan 2011
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Customer service in 2011 driven by adoption of cloud, communities and mobility
John Ragsdale offers up his predictions for the customer service technology market in 2011 -- and the driving forces behind them. Column | 16 Dec 2010