Articles & Papers
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 | Getting Annoyed with Contact CentersWhen you contact other contact centers what is your No.1 pet peeve or turnoff? We asked this very question of contact center professionals to see what still needs to be fixed in the industry.Author: Joss Jalbert, | Published: February 9, 2010 |
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| Impact of External Events, and How to AdaptWe all know that the course of events at a company is sometimes dictated by occurrences beyond the control of managers and CEO’s. We asked industry professionals what impact external events had on their business, and how they adapted. | Published: February 5, 2010 |
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| Keystone to SuccessJust like a stone arch is held by a single, perfectly carved keystone, so too is success sometimes determined by 1 key item. We asked industry professionals: What is the No.1 piece of data or information that determines the success of your center? | Published: February 4, 2010 |
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| Best Practices in the Multi-Channel Contact CenterIndustry professionals dealing with multimedia contact centers were asked what best practices they developed after implementing and operating a multi-channel contact center. | Published: February 3, 2010 |
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| Why Has Last Year Been A Challenge?We know that the last few years have been challenging for many businesses, but we wanted to know why in particular it has been so with the Contact Center industry - and who best to ask but industry professionals. | Published: February 2, 2010 |
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| Is Customer Service Improving?Do you feel the service you personally get as a customer is better or worse than it was a year ago? That is the question we asked industry professionals, as they would be the best critics as to what constitutes excellent customer service. | Published: February 1, 2010 |
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| Advances in Emotion-Detection and Speaker Independent RecognitionWe see it in the movies all the time – someone places a call and a computer somewhere breaks down their voice into various bits of data. Technically speaking though, how advanced are we today with emotion-detection and speaker independent recognition? | Published: January 29, 2010 |
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| Leadership StyleThere are many leadership styles that make for an effective workplace, and the proper use of these styles can make the difference between a high stress workplace with high turnover, and a goal-oriented, efficient and strategic environment. | Published: January 28, 2010 |
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 | How To Billboard Bills and Showcase StatementsThe term ‘transpromo’ is being referenced more and more in marketing discussions. Phil Hutchson, Tactical Marketing Director Pitney Bowes UK and ROI discusses ’transpromo’ and how smaller businesses can benefit. | Published: January 26, 2010 |
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| Giving Customers What They Want, When They WantYogen Patel looks at how the relationship between customers and companies has changed, and how companies need to alter the way they use technology to give customers what they want. | Published: January 25, 2010 |
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| Contact Center Challenges of 2009The last several years have been rather challenging for all business sectors, and while on the teeter-totter of recovery, we are still unsure how the future will affect us. We asked contact center industry professionals what has been some of the greatest challenges of the past 12 months. | Published: January 22, 2010 |
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| Training Methods From Around the WorldWe asked training professionals from around the world to tell us the methods they use to train new recruits and turn them into successful agents. Here are the different techniques used to create better representatives. | Published: January 21, 2010 |
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| Workforce Optimization Technology - What is Out There?Workforce Optimization Technology is another solution that is changing the way contact centers make use of their staff levels on any given day. But for a manager looking into these technologies, what is it that is available – and how will these systems evolve?| | Published: January 20, 2010 |
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| Evolution of Speech TechnologyWe already know that technology is evolving at an amazing pace, and that it is far ahead of what we could have foreseen. What will happen in the next five years, especially with Speech Technology? We asked industry professionals for their take on the evolution of this exciting solution.| | Published: January 19, 2010 |
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