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Articles & Papers

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 1743 Articles

[ 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15Next 15 : Last Page

global flag
Getting Annoyed with Contact Centers
When 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

romaina flag
How Satisfied Are Clients About Call Center Services - by Aurora Popa, Linea Directa Communications
According to a study made by Linea Directa Communications in 2009 on a sample of 420 companies, 33% of respondents are using call center services.
Author: Aurora Popa, Linea Directa Communications
Published: February 8, 2010

global flag
Impact of External Events, and How to Adapt
We 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.
Author: Joss Jalbert, Linea Directa Communications
Published: February 5, 2010

global flag
Keystone to Success
Just 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?
Author: Joss Jalbert, Linea Directa Communications
Published: February 4, 2010

global flag
Best Practices in the Multi-Channel Contact Center
Industry professionals dealing with multimedia contact centers were asked what best practices they developed after implementing and operating a multi-channel contact center.
Author: Joss Jalbert, Linea Directa Communications
Published: February 3, 2010

global flag
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.
Author: Joss Jalbert, Linea Directa Communications
Published: February 2, 2010

global flag
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.
Author: Joss Jalbert, ContactCenterWorld.com
Published: February 1, 2010

global flag
Advances in Emotion-Detection and Speaker Independent Recognition
We 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?
Author: Joss Jalbert, ContactCenterWorld.com
Published: January 29, 2010

global flag
Leadership Style
There 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.
Author: Joss Jalbert, ContactCenterWorld.com
Published: January 28, 2010

uk flag
How To Billboard Bills and Showcase Statements
The 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.
Author: Phil Hutchison, Pitney Bowes
Published: January 26, 2010

uk flag
Giving Customers What They Want, When They Want
Yogen 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.
Author: Yogen Patel, Convergys Learning Solutions
Published: January 25, 2010

global flag
Contact Center Challenges of 2009
The 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.
Author: Joss Jalbert, Convergys Learning Solutions
Published: January 22, 2010

global flag
Training Methods From Around the World
We 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

global flag
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

global flag
Evolution of Speech Technology
We 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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