 | If Only Money Grew on Trees!In the current state of economy uncertainty, it's interesting to ponder what professionals would do in their contact centers with unlimited funds. From technology improvements to employee retention, our members share their thoughts with us. | Published: February 28, 2010 |
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 | What Constitutes Workforce Optimization in 2010?We recently spoke with Francis Carden, founder and chief evangelist for OpenSpan, Inc., about the current state of the workforce optimization equation and the prospects looking forward into 2010. | Published: February 16, 2010 |
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| The Value of Workforce OptimizationWorkforce Optimization Technologies will impact the contact center industry in more ways than one. In this exclusive interview with Oscar Alban, Principal Global Market Consultant at Verint, Workforce Optimization and its applications is discussed. | Published: December 16, 2009 |
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 | Improved Economy Equals Higher Turnover?After all this time of economic hardship, an improved economy would be great news, but in this exclusive interview with David Filwood, Principle Consultant at Telesoft Systems, one issue that all contact centers would have to face again is identified: High Agent Turnover | Published: December 11, 2009 |
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| Speech Technology - Applications and PossibilitiesSpeech technology is opening up a whole new generation of solutions for contact centers and the customers they serve. In this exclusive interview D. Daniel Ziv, VP Customer Interaction Analysts at Verint, discusses what we can expect from Speech technology. | Published: November 26, 2009 |
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| Arguments for the Inception of Remote WorkersNatalie Romano, Consulting Practice Leader at Nortel, discusses the implementation of a remote agent program. In this fact-filled interview, many issues are identified that could make a program successful.Author: Natalie Romano, Nortel | Published: November 20, 2009 |
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| Senior VP of Customer Service On Contact Center People ManagementSuzanne Dunham, IBBS, answers some of the most pressing questions on operating an effective contact center. Based in Atlanta, The IBBS Customer Call Center is a high-performance facility staffed by experienced customer service professionals, 24/7/365. The Center provides Tier 1-2 support for Voice and Data customers.
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| Focusing on Being an Energetic and Dynamic Leader!Darrell N. Robertson, Vice President of the New York Life's AARP Operations Contact Center, tells us what it takes to be an extraordinary leader! Darell is one of the presenters at the Top Performers Conference in Toronto.
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| Manage Performance with the Right Technology!What technology can a business manager take advantage of to optimize remote workers, and how does this help them handle performance? Find out what Industry Professionals have to say!
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| What are the Advantages of Having Remote Workers?Some contact center managers are still leery about the whole remote worker setup. Times are changing nevertheless, and many industry professionals are starting to see the advantages of Remote Agents.
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| The Good, the Bad, and the UglySome industry sectors excel at customer service, while others fail miserably. Industry professionals give us their opinions on which sectors provide excellent service, and who they believe treat their customers terribly. | Published: March 31, 2009 |
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