Call center management and customer service
- March 30, 2017
By offering an inexpensive cloud-based contact center product, Amazon hopes to monetize its own software in a new growing market.
- March 13, 2017
By combing insights about where employees spend time when using sales and marketing apps, Radial was able to better streamline the customer and sales and service agent experiences.
- February 21, 2017
As CRM chatbots improve, as well as IoT implementations to support customer service, SAP users find new uses for the tech, thanks to tighter integration to S/4HANA.
- May 11, 2011
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.
- April 20, 2011
Although IVR remains an integral part of contact center technology, social media use is growing. Find out how to manage multiple channels for the best ROI.
- April 06, 2011
Beyond just helping to find cost savings, companies can use contact center metrics to determine ROI from their self-service initiatives. See which two metrics are most important.
- January 05, 2011
From Fusion Applications to database vendors entering the CRM market, plenty happened in CRM in 2010, but was it the year of the CRM buyer?
- March 25, 2008
Learn how to calculate occupancy or utilization in the call center and how to integrate this metric into your call center strategy.
- March 21, 2008
Hear the definition for service level and learn why it's an important metric to consider in the call center in this brief podcast.
- March 21, 2008
Learn tips for measuring average handle time (AHT) for the call center in this call center metrics podcast.
- September 04, 2007
When utilized effectively in the contact center, IP can deliver payback in 12 months or less, says Donna Fluss. In her latest column, learn how Delta Air Lines achieved $16 million in annual telecommunications savings with IP and how to design your ...