Call center manager

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  • BEA rolls out customer service initiative

    With SOA and partnerships, BEA is offering a way to tie together disparate systems and processes.  Article | 01 Nov 2004

  • Searching for something special

    Getting the most out of your search technology requires starting with the right goals and having the right people watch over the project.  Article | 24 Aug 2004

  • Workforce management: Contact center savior?

    If you're not using workforce management software, experts at the ICCM conference said your contact center probably isn't running as efficiently as it could be.  Article | 12 Aug 2004

  • ATG to acquire Primus

    ATG is hoping to create one of the largest online commerce and service software companies. According to one analyst, the acquisition will help the company "complete the loop" in the customer management lifecycle.  Article | 11 Aug 2004

  • Contact centers hung up on quality metrics

    As the contact center evolves, so do the metrics that companies are using to determine whether their service and support staff is succeeding. Are you measuring the right things?  Article | 12 Jul 2004

  • Contact centers due for an extreme makeover

    Two CRM industry observers say outmoded thinking masks the true beauty of the contact center: profitability.  Article | 22 Jun 2004

  • Opening the contact center coffers

    Contact centers may finally be getting the budgetary respect they deserve. Experts share tips for spending next year's money wisely.  Article | 20 Nov 2003

  • The top 20 call center performance measures

    This article will examine the "top twenty" performance measures commonly associated with personnel and the processes in today's multi-channel center.  Article | 11 Nov 2003

  • D-day for 'do not call'

    Despite input from federal courts and agencies, industry groups, Congress, and the President, the "do not call" list is up in the air on the day it was scheduled to take effect.  Article | 01 Oct 2003

  • Judge strikes down national 'do not call' list

    It was to take effect next week and ban telemarketing calls to millions of consumers. Now, analysts are advising companies how to proceed given the uncertainty over the list.  Article | 24 Sep 2003

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