Email Alerts
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South Africa Tourism ramps up call center, social CRM for World Cup
With the world's attention turning to South Africa for the World Cup, the call center for the country's tourism board had to ramp up operations fast. News | 11 Jun 2010
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Voices of CRM: CommVault's Robert Brower on distributed support
The head of CommVault's technical support organization discusses the company's distributed support model and how it achieves 97% customer satisfaction. Podcast | 08 Jun 2010
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Workforce management software market grows rapidly, but one issue persists
The market for workforce management software in the contact center saw double-digit growth last year, but the technology still needs work, according to one expert. News | 30 Mar 2010
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Doctors taking calls drive improved first call resolution at health cooperative
A revamped ACD and a new voice portal system, along with doctors and nurses dedicating time to take patient calls, have improved care and customer satisfaction for a Northwest care provider. News | 04 Jan 2010
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Contact center benchmarking study finds emphasis on profits, processes
Despite the economic downturn, contact centers are working toward providing profit and streamlining their business processes, an annual call center benchmarking study has found. News | 29 Sep 2009
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Work-at-home agents part of a shifting tide for West Marine
With an aging contact center infrastructure and an expiring building lease, West Marine shifted its call center agents to a work-at-home model with some innovative approaches. Article | 23 Sep 2009
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Call center workforce management software the choice for PlumChoice
Managing 465 remote call center agents servicing 102 consumer technology products 365 days a year meant significant scheduling headaches for PlumChoice, but moving from Excel to workforce management (WFM) has made a huge difference. Article | 23 Apr 2009
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Is now the time for contact center spending?
Gartner and DMG Consulting have both issued research suggesting that, while finding budget might be difficult, now is the time to invest. News | 13 Apr 2009
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Customer service on Twitter takes more than software
Comcast's director of digital care shares how his company is using social networks like Twitter for customer service. Article | 31 Mar 2009
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Should marketing or customer service manage your social networking efforts?
The emergence of Web 2.0 and social networks has left many wondering who should take responsibility for the new channel. Article | 05 Mar 2009