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We are proud to offer the most extensive library of articles and content in our industry.  Our in-depth coverage of relevant business topics provide you with support, education and information that will help you excel in your business.

Interested in contributing Articles & Papers? Submit Them Online Here


Showing 1 to 15 of 1762 Articles

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Top Priorities for Leaders
For 2010, what do you think will be the top priorities in the contact center industry for: a) Contact Center Directors, b) Company Executives, c) IT Directors and d) Human Resources Directors. We asked industry professionals for their thoughts.
Author: Joss Jalbert, ContactCenterWorld.com
Published: March 12, 2010

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A Word of Advice
Sometimes success is based on just one thing, a golden egg. If you had to give just one tip (that you believe is perhaps the most important tip) to another manager in a contact center, what would your tip be? We asked industry professionals for their top pearls of wisdom for success.
Author: Joss Jalbert, ContactCenterWorld.com
Published: March 11, 2010

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Making the Right Decision
Sometimes leaders come up with one idea or decision that has such a notable increase in customer service that others wonder how they did it. We asked industry professionals for the one decision they made that had the most dramatic increase in customer service.
Author: Joss Jalbert, ContactCenterWorld.com
Published: March 10, 2010

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Speech Technology Deployment Errors
In the high stress, high traffic world of contact center management we sometimes make mistakes in our rush to get things done, including technology deployment. What are some of the biggest mistakes made when choosing or setting up speech technology?
Author: Joss Jalbert, ContactCenterWorld.com
Published: March 9, 2010

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Multi-Channel Customer Service
Are you finding that a multi-channel approach in the contact center industry is better meeting your customer's various needs? As technology progresses, will the phone be but one of many mediums used? We asked industry professionals for their opinions.
Author: Joss Jalbert, ContactCenterWorld.com
Published: March 8, 2010

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Workforce Optimization Myths
What are some of the biggest misconceptions that stop people from buying workforce optimization solutions? We asked industry professionals who would be knowledgeable in the matter to list the various myths surrounding this technology.
Author: Joss Jalbert, ContactCenterWorld.com
Published: March 5, 2010

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Speech Technology Applications
What are the most common applications for speech technology? As the technology gets more widespread, it is surely taking over some facets of the contact center industry. We asked professionals to find where it is being used the most.
Author: Joss Jalbert, ContactCenterWorld.com
Published: March 4, 2010

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Opinions on Service Levels
Are the customer service levels you get these days better or worse than a year ago? We asked that question to industry professionals to find out what their thoughts were since they would be the most knowledgeable on the matter.
Author: Joss Jalbert, ContactCenterWorld.com
Published: March 3, 2010

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The Benefit of Empowered Advisor Common Sense Customer Service
So what is Empowered Advisor Common Sense Customer Service? Well it’s all about giving call centre customer service advisors the ability to make a common sense judgement when dealing with customer issues.
Published: March 1, 2010

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Thank God It's Monday!
One can always try creating a "Thank God It's Monday" culture in their call center, but do not expect it to be done in one day as it requires a lot of investment and trust into the idea.
Author: Syed Masood Ibrahim, i2c Inc
Published: February 25, 2010

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A guide to improving your customer service emails
More and more customers are turning to email as a means of contacting customer service departments, and why not? It’s free, a message can be sent anytime and it doesn’t involve lengthy telephone calls.
Published: February 23, 2010

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Managing Your Team and Becoming a Leader
The key to good management is good leadership. How often have you stopped and asked yourself if you are leading your people or are you too busy putting out fires? Here are some lessons that really work.
Author: Shivani Verma, Telus
Published: February 22, 2010

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Technology for 2010
2010 should see some significant leaps in the field of technology and its effects on contact centers. We asked industry professionals what technology they believe will have the biggest impact on contact centers over the next 12 months.
Author: Joss Jalbert, ContactCenterWorld.com
Published: February 19, 2010

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Recovering from Mistakes
We all make mistakes, its part of being human. We asked industry professionals what was perhaps their greatest mistakes as leaders in the contact center industry, and how they went about to recover and learn from it.
Author: Joss Jalbert, ContactCenterWorld.com
Published: February 18, 2010

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When Money Grows on Trees
If you had unlimited funds to spend in your center and you had full control of how those funds are dispersed, what would be the No.1 on your list of changes and why? That is the question we asked Industry Professionals to find out what the ideal contact center would have.
Author: Joss Jalbert, ContactCenterWorld.com
Published: February 17, 2010

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