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 | 15 May 2013
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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 | 21 May 2012
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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 | 15 May 2012
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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 | 17 Apr 2012
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Cut through copious contact center data with contact center KPIs
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them. Column | 03 Apr 2012
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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 | 29 Mar 2012
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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 | 02 Mar 2012
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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 | 31 Jan 2012
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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 | 25 Jan 2012
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Employee focus transforms customer experience management strategies
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns. News | 05 Jan 2012