Article Results (Showing 1 - 10 of 32) RSS Alert
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Leveraging Technology to Expand Your Agent Pool
In last months Ask the Experts column, we discussed best practices for routing calls in order to maintain customer satisfaction. We talked a litde...
Customer Inter@ction Solutions, 10/01/09 by Passios, Tim · More from publication -
Incentive Programs Can Make a Difference
The premise sounds so simple at the beginning. We have work that needs to be completed. You need money. Perhaps we could pay you money to do our...
Customer Inter@ction Solutions, 09/01/09 by Passios, Tim · More from publication -
ACD Routing Best Practices: LIFO vs. FIFO
Being first in line is usually perceived as being equal to "greatness." As a parent, I often see how this perception plays out in the lives of my...
Customer Inter@ction Solutions, 08/01/09 by Passios, Tim · More from publication -
Communication-based process automation
CELL PHONES, FAX MACHINES, PDAs, desktop phones laptops, pagers - these are just a few of the communication devices that are essential to the...
Malaysian Business, 07/16/09 by Tim Passios · More from publication -
Short Message Service (SMS)
Do you remember when accepting emails from customers changed call centers into contact centers? Way back in the dark ages of technology, about...
Customer Inter@ction Solutions, 07/01/09 by Passios, Tim · More from publication -
Considering Incentives
I have a sure-fire method of guaranteeing high attendance at your next meeting. Send out an e-mail saying "We will be discussing your paycheck at...
Customer Inter@ction Solutions, 06/01/09 by Passios, Tim · More from publication -
CBPA and CEBP Are Not the Same
In previous articles, we examined how automating business processes using Communications-Based Process Automation (CBPA) positions a compar to gain...
Customer Inter@ction Solutions, 05/01/09 by Passios, Tim · More from publication -
Communications-Based Process Automation (CBPA), part 2
There is a huge rush to streamline operations as a result of the current economic situation. However, every company should be looking at ways to...
Customer Inter@ction Solutions, 04/01/09 by Passios, Tim · More from publication -
Communications-Based Process Automation (CBPA)
As the economy has slowed down, companies have focused on cutting expenses, increasing efficiency, and maintaining quality. To achieve this, many...
Customer Inter@ction Solutions, 03/01/09 by Passios, Tim · More from publication -
Migrating To An All-In-One Solution... How Do We Get There?
Q The all-in-one contact center solution is definitely the way to go for the future of my contact centet. But I've got a problem that's stopping me...
Customer Inter@ction Solutions, 02/01/09 by Passios, Tim · More from publication
