Article Results (Showing 1 - 10 of 20) RSS Alert
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Paying Attention to Customer Data Security
Todays contact centers act as a funnel for massive amounts of data that flow from silo to silo. Some forms of data are kept long term and archived;...
Customer Inter@ction Solutions, 11/01/09 by Dawson, Keith · More from publication -
One Year After the Meltdown: Lessons Learned for Call Centers
A year ago, prospects for a bright 2009 in contact centers were looking pretty bleak, let alone a happy 2010. In retrospect, there were a lot of...
Customer Inter@ction Solutions, 10/01/09 by Dawson, Keith · More from publication -
Case for Workforce Management, The
It's hard to imagine that after all these years, we still need to make the case for WFM - is one of the most effective tools available for call...
Customer Inter@ction Solutions, 09/01/09 by Dawson, Keith · More from publication -
Suppliers: KISS Your Customers
Here's a scene that's been replayed time and time again in contact centers: vendors develop a technology that's awesome and revolutionary. Unlike...
Customer Inter@ction Solutions, 08/01/09 by Dawson, Keith · More from publication -
Aren't Centers Already Unifying Communications?
Several major vendors have developed significant product offerings for the contact center that hinge on bringing unified communications (UC)...
Customer Inter@ction Solutions, 07/01/09 by Dawson, Keith · More from publication -
Insight Into the Minds of Contact Center Managers
Recently, Frost & Sullivan conducted a major survey of contact center practitioners in which we asked them a wide variety of questions about the...
Customer Inter@ction Solutions, 06/01/09 by Dawson, Keith · More from publication -
Workforce Management Grows New Legs
As recently as the mid-1990s, true workforce management software was too expensive a proposition for contact centers in the middle or low end of...
Customer Inter@ction Solutions, 05/01/09 by Dawson, Keith · More from publication -
FCR and The Revenue-Generating Center
First call resolution has become one of the most important metrics centers can offer because it does a pretty good job of putting what the center...
Customer Inter@ction Solutions, 04/01/09 by Dawson, Keith · More from publication -
Contact Center Challenges in a Tough Economy
A declining economy affects how contact centers operate. Inside an organization, the competition for resources pits the labor-intensive customer...
Customer Inter@ction Solutions, 03/01/09 by Dawson, Keith · More from publication -
Asset Acquisition: Smart Outsourcing For Hard Times
Call center outsourcing is more than just hiring a company to handle your overflow. It's a complex and intimate relationship. The core of that...
Customer Inter@ction Solutions, 02/01/09 by Dawson, Keith · More from publication
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