Contact center management
- April 06, 2020
Remote contact center tech easily supports agents working from home, experts say. It's the culture of each team that determines success in the current national health crisis.
- March 26, 2020
The Kansas City Royals closed its offices, but a telephony switch helped the call center address ticket holders' anxieties over baseball games affected by coronavirus shutdown.
- March 24, 2020
Zendesk focuses on fledgling Sunshine and Sell CRM platforms, as well as helping its well-established customer service base switch to remote call center work.
- March 04, 2020
Zendesk upgraded Sunshine CRM and Support platforms to manage digital customer conversations, and added e-commerce tools that enable agents to work through order and payment issues.
- October 10, 2019
The new technology aims to enable flexibility in scheduling for contact center agents and to reduce managers' workloads in monitoring and requests handling.
- September 16, 2019
The new product includes features like auto-discovery and real-time alerting intended to enable contact center teams to test and discover network issues in a timely manner.
- August 06, 2019
Twilio extends its customer communications platform to support MMS, SMS and WhatsApp chat, as well as to support ad campaigns for Facebook, Instagram and YouTube.
- August 06, 2019
CX products to watch for the rest of 2019: Adobe's planned CDP offering, Salesforce features from the Tableau acquisition and LogMeIn's AI-powered agent-assist tools.
- June 27, 2019
CX automation can build speed and process efficiency. But, a Verizon consumer survey reveals, brands that continue staffing call centers with humans build better relationships.
- June 27, 2019
8x8 Contact Center is a stand-alone, cloud-based contact-center-as-a-service offering, aimed at organizations that feel restricted by legacy contact center infrastructure.
- June 25, 2019
Ujet has added a handful of new features, such as workforce management, quality management and CRM to its Customer Support Platform.
- June 20, 2019
Conversocial had rudimentary chatbots before acquiring Assist earlier this year, but now can deploy chatbots to take on more sophisticated customer engagements.
- May 29, 2019
Cloud contact center platforms offer promise, migrating agents into a flexible environment. Contact centers, a long-established on-premises IT world, are slowly starting to adopt them.
- May 15, 2019
As companies try to figure out who will run customer experience initiatives, contact centers make a strong case for the customer support team, using the right technology.
- May 14, 2019
Making contact center agents more present across all channels is a new focus, as tech vendors rush to give customer service operations more tools to improve customer experiences.
- May 06, 2019
Contact center technology stacks now include pervasive AI and CX-oriented tools, enabling agents to do a better job more efficiently, said ICMI co-founder Brad Cleveland.
- March 06, 2019
SurveyMonkey, by adding website and app feedback capabilities from Usabilla to its survey software platform, now has a more robust offering for enterprise customers.
- February 11, 2019
By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels.
- May 29, 2018
Call centers must live up to demanding quality and performance standards. Until artificial intelligence chatbots can meet those expectations, they don't stand a chance.
- December 07, 2016
With insight from its phone call leads, Arbor Memorial was able to find out that calls accounted for 1.5 times more sales than online-based leads.
- January 09, 2014
A contact center infrastructure provider secures a patent, and other news from the CRM market.
- August 23, 2013
Scripting and strict rules won't help customer service reps provide good service -- letting them be human will, says consultant Dayna Steele.
- May 15, 2013
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service.
- May 15, 2012
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.
- April 26, 2012
Proposed federal legislation would slow the exodus of call center jobs, but analysts question the intent behind it and effectiveness.
- April 17, 2012
JetBlue is among several companies that tout use of stay-at-home call center agents; still, not every business likes them.
- April 10, 2012
A stay-at-home call center agent talks about the job’s freedom and occasional disconnectedness.
- March 29, 2012
Providing customer service agents with knowledge and technology improves the overall customer experience, according to industry experts.
- December 05, 2011
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology.
- November 21, 2011
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets.
- November 10, 2011
Customer service groups push forward with mobile, social plans to meet customers on their platforms of choice.
- October 04, 2011
Contact centers should examine and audit issues that escalate beyond a level 1 to determine how to better manage the outcome and costs of more complex customer issues.
- July 28, 2011
Companies need to consider several issues before deploying video strategies in their call centers. Get expert advice on what to do -- and what to avoid.
- July 26, 2011
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.
- July 13, 2011
On the customer front-line, contact centers are best positioned to guide corporate CRM strategy, according to a global benchmarking report.
- May 18, 2011
Successful call center overhauls combine new contact center technologies with traditional change management practices to get agent buy-in and business-driven results.
- 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.
- May 05, 2011
Contact center managers are shifting the discussion of new software away from the on-premises vs. on-demand debate and evaluating software based on traditional business concerns.
- 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.
- March 22, 2011
The payment card industry compliance standards body has released a new document to help contact centers protect sensitive customer data.
- January 10, 2011
There's a limited number of WFO players in the latest Magic Quadrant, but be prepared for a wave of infrastructure vendors to enter the market, according to Gartner.
- 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?
- November 29, 2010
Enterprises need to do a better job of integrating KM tools with CRM systems, according to IT industry experts and attendees of KMWorld 2010.
- June 22, 2010
Stop getting caught up in measuring contact center metrics and concentrate on what’s important: customer satisfaction.
- May 28, 2010
Get advice and tips on quality monitoring of calls and learn more about analyzing the monitoring data from Deelee Freeman of The Call Center School.
- September 29, 2009
Despite the economic downturn, contact centers are working toward providing profit and streamlining their business processes, an annual call center benchmarking study has found.
- August 06, 2009
Get expert advice on how to maximize customer interactions to build customer equity. Learn effective ways to measure customer value, determine the cost of keeping a customer and how to set metrics that encourage call center agents to build customer ...
- May 04, 2009
Get help evaluating VoIP for your call center in this expert podcast. Find out about VoIP benefits and drawbacks, building a VoIP business case and using VoIP to connect remote call center agents.
- April 23, 2009
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.
- January 08, 2009
Aspect's acquisition of AIM's performance management software will bring in-house capabilities it previously provided through an OEM with Merced.
- December 30, 2008
SearchCRM.com's experts look forward to 2009 and what practitioners should prepare for and expect from CRM suites, SFA, contact centers and Web self-service.
- November 20, 2008
Putting engineers through customer service training has paid off in higher customer satisfaction and faster call handle times for one Motorola division.
- November 12, 2008
Oracle has issued its second release of Siebel CRM software since acquiring the company and is throwing in some free gadgets.
- October 20, 2008
In this podcast, listeners will find out which call center key performance indicators (KPIs) have the biggest impact on the bottom line and the customer experience. Get tips from a call center me
- October 20, 2008
This podcast features tips and best practices for call center benchmarking. Get advice from a benchmarking expert Eric Zbikowski of Metric Net LLC for using benchmarks in conjunction with a call center metrics program to track performance.
- October 14, 2008
Home-based call center agents were the ideal staffing remedy for unpredictable call volume at The Shopping Channel and helped the Canadian-based retailer improve the customer experience.
- August 26, 2008
Workforce optimization (WFO) is an emerging technology in the call center that combines recording, quality management (QM) and other call center technologies to optimize call center performance. In this introductory article, Donna Fluss, president ...
- August 04, 2008
Too often, organizations see eLearning as a "quick fix" or a replacement for coaching, which it is not. In her latest column, Donna Fluss discusses common pitfalls and outlines eight tips to designing a successful eLearning program in the call ...
- May 29, 2008
Switching from a manual system to workforce management software at one call center left agents worried about their jobs. Communicating changes is a vital step.
- March 25, 2008
In this podcast, learn how to measure customer satisfaction and why it is an important metric for the call center.
- March 25, 2008
Wondering how to define and measure cost per contact and cost per call? Learn why these are important metrics to consider in the call center in this podcast.
- March 25, 2008
In this podcast, you'll learn the definition for quality monitoring and learn how to track quality monitoring scores in this podcast.
- March 25, 2008
In this introductory podcast, learn how to get started with metrics strategy using the tools in the Call Center Metrics School.
- March 25, 2008
Hear advice from call center consultant Steve Suhn on how to measure forecasted calls against the number of handled calls for the call center in this podcast. Also, learn about forecasting average handle time (AHT).
- March 25, 2008
In this podcast, get advice from Lori Bocklund and Steve Suhn of Strategic Contact on the top 10 metrics to consider in the call center.
- March 21, 2008
In this brief podcast, learn why measuring the number of calls offered is an important metric for the call center. Learn the definition of this metric and how to measure it from Lori Bocklund and Steve Suhn of Strategic Contact
- March 21, 2008
Learn how call center schedule adherence should be measured in this podcast and discover why it is important for call center scheduling and staffing.
- March 21, 2008
In this brief podcast, hear a definition of blocking rate in the call center and learn how to incorporate this metric into your call center strategy.
- January 22, 2008
Hear about the importance of measuring customer worth and tips on how to measure customer lifetime value in this customer equity podcast with Martha Rogers.
- October 08, 2007
Call center centralization can be cost-effective for centers of a certain size. In her latest column, Donna Fluss outlines a framework for call center managers who are considering call center consolidation.
- September 28, 2007
Upgrading their CRM system to PeopleSoft 9 went smoothly for the online learning software company despite the rising complexity of upgrades.
- September 04, 2007
This report offers a look at the VoIP call center landscape today and the considerations involved in measuring the ROI of VoIP call centers.
- August 15, 2007
Mergers and acquisitions can result in a tangle of CRM systems and customer information. One consulting firm relied on its partner and careful change management to get through.
- July 17, 2007
Time and again, these five steps are cited as the way to best ensure CRM success.
- June 20, 2007
CRM has evolved from "big bang" deployments to smaller, tactical ones. Now organizations are starting to think both near- and long-term when it comes to CRM.
- April 23, 2007
For call center managers, it can be helpful to benchmark a center against the best in the world, as well as understand how and why those call centers excel. In this column, expert Lori Bocklund reveals the highlights of a call center benchmarking ...
- March 09, 2007
Last year, hundreds of phone numbers made calling a city department in Hartford, Conn., a nightmare. Today, constituent calls are all routed to a 3-1-1 call center, thanks to call center software from Lagan.
- March 07, 2007
Creating one-to-one relationships in the contact center requires careful attention to agent hiring, training and evaluation, say analysts, vendors and managers.
- February 28, 2007
With a new wealth management edition and a 25,000-seat deal at Merrill Lynch, Salesforce.com is committing to one of CRM's biggest verticals.
- February 22, 2007
New tools are making it easier than ever to allow customers to provide feedback on their interactions with call center agents.
- February 12, 2007
The combination of Verint and Witness could challenge Aspect for domination of the rapidly consolidating workforce optimization technology market.
- January 31, 2007
Oracle today detailed enhancements to five of its products at once, upgrading Siebel, PeopleSoft, JD Edwards and the E-Business Suite as part of its Applications Unlimited program.
- November 15, 2006
Virgin Mobile Canada's approach to call center management puts the emphasis on agent individuality and chooses customer rapport over rules and metrics.
- November 09, 2006
Managers can keep agents motivated by starting off right with hiring, putting trust in agents and sharing budget concerns with call center workers.
- October 16, 2006
The new generation of hosted offerings provides most of the systems and applications needed to operate and manage a world-class contact center, says Donna Fluss in her latest column. Learn more about hosted call center offerings and how they are ...
- August 31, 2006
A customer of both Blue Pumpkin and Witness before the merger, Asurion is reaping the rewards of workforce optimization, and it's not just about technology.
- April 06, 2006
The SaaS CRM/ERP vendor adds new customization capabilities, vertical flavors, and AJAX-enhanced reporting.
- March 14, 2006
The Northeastern Pennsylvania unit has managed to deflect routine customer calls to automated responses and free agents up for more complicated questions. The technology is also improving agent performance and call analysis.
- February 22, 2006
An annual benchmarking study of over 350 contact centers across the globe indicates that many are shifting their focus from cost cutting to improving the customer experience.
- February 21, 2006
Oracle boasts PeopleSoft and J.D. Edwards customers are happier with maintenance and support since it acquired them, but does their satisfaction have a hefty price tag? Siebel customers could soon find out.
- December 15, 2005
While some of the steps may not come as a surprise, a recent study shows that companies are finding CRM success.
- December 14, 2005
With sales, customer records, quality assurance and reporting all relying on the CRM system, one company has tied its bonus structure to data accuracy.
- December 08, 2005
A recent study found a significant gap between what customers think is important and what contact centers think.
- September 13, 2005
The direct link between employee satisfaction and customer satisfaction is often ignored, particularly in the contact center, but that is starting to change.
- June 29, 2005
An emerging technology, click-to-callback, is helping companies better leverage true multi-channel communication by reaching out to online consumers via the phone.
- December 17, 2004
Siebel has extended its reach into self-service technology and e-billing with the purchase of edocs.
- December 15, 2004
From a new market focus to new products to a new CEO, it was a year of change for CRM pioneer Siebel Systems.
- November 16, 2004
Remote contact center agents can help retain good employees and reduce real estate costs. But solving remote technical problems and maintaining clear connections are another matter.
- November 02, 2004
With legislation like "do not call" and the evolving responsibilities of contact center agents, screening for the right employees has become more important than ever.