Article Results (Showing 1 - 10 of 18) RSS Alert
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2002: our annus horribulus: looking for a ray of hope in tough times. (Reality Check).(Column)
I was going to entitle my wrap-up column for 2002 "A Year To Forget," but I recall I used that title in my wrap-up column at the end of 2001....
Customer Interface, 11/01/02 by Stockford, Paul · More from publication -
There's nothing like a good chat: good agents are hard to find--but maybe not as hard as I thought. (Reality Check).(Brief Article)
I used to think that web chat in the contact center was a pipe dream. Let's face it, it's enough of a challenge to find agents who are able to...
Customer Interface, 09/01/02 by Stockford, Paul · More from publication -
The changing of the guard: divulging contact center trends from ICCM past and present. (Reality Check).
One of my favorite summertime activities is wandering the exhibit hall at the annual ICCM trade show. ICCM is a great way for me to catch up with...
Customer Interface, 08/01/02 by Stockford, Paul · More from publication -
ROI rides again! Forget the rhetoric, buyers want proof of an investment's payback. (Reality Check).(return on investment)(Brief Article)
I don't think it's a secret that the contact center industry, and the people in it, love acronyms. The industry is famous for the speed with...
Customer Interface, 07/01/02 by Stockford, Paul · More from publication -
Make way for optimization; move over CRM, the future belongs to optimization. (Reality Check).(customer relationship management)(Brief Article)
I know I've said this before, but it still seems as though you can't pick up an industry magazine without seeing something about customer...
Customer Interface, 06/01/02 by Stockford, Paul · More from publication -
The truth about network services: reliability, flexibility and ROI rule in the network-based services world. (Reality Check).(Brief Article)
Back in 1996, following the passage of the Telecom Reform Act, I made the bold statement that network services would dominate telecommunications...
Customer Interface, 05/01/02 by Stockford, Paul · More from publication -
Olympic class speech recognition: Salt Lake City's "511" service worthy of a gold medal. (Reality Check).
The thrill of victory. The agony of defeat. The efficiency of speech recognition. O.K., so that third one isn't a phrase that's too familiar to...
Customer Interface, 04/01/02 by Stockford, Paul · More from publication -
Playing the name game: will these new company names stand the test of time? (Reality Check).(Brief Article)(Column)
It's happening again. Companies in the telecommunications industry are changing their names, just like they did five or six years ago when...
Customer Interface, 03/01/02 by Stockford, Paul · More from publication -
Revisiting the path of least assistance: more customer service wrong doings. (Reality Check).(VoiceStream Wireless Corp.)(Brief Article)
Last November I wrote a column that reviewed what I considered to be the state-of-the-art in wretched customer service as practiced by...
Customer Interface, 02/01/02 by Stockford, Paul · More from publication -
CIAC certification targets professional standards: working to advance the call center profession. (Reality Check).(Column)
We've been hearing the same rhetoric for the past couple of years: "The role of the call center agent is changing." "The role of the contact...
Customer Interface, 01/01/02 by Stockford, Paul · More from publication
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