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Showing 91 to 105 of 1821 Articles
 | Is Customer Service Improving?(Premium Content)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 |
| | Advances in Emotion-Detection and Speaker Independent Recognition(Premium Content)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, | Published: January 29, 2010 |
| | Leadership Style(Premium Content)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, | Published: January 28, 2010 |
|  | How To Billboard Bills and Showcase Statements(Premium Content)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. | Published: January 26, 2010 |
| | Giving Customers What They Want, When They Want(Premium Content)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. | Published: January 25, 2010 |
| | Contact Center Challenges of 2009(Premium Content)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, | Published: January 22, 2010 |
| | Training Methods From Around the World(Premium Content)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 |
| | Workforce Optimization Technology - What is Out There?(Premium Content)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 |
| | Evolution of Speech Technology(Premium Content)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 |
| | Speech Technology Barriers(Premium Content)Technological bounds are not always welcomed favorably. Speech technology is one of those solutions still facing barriers, even though it represents a significant improvement in the accessibility of information. | Published: January 18, 2010 |
| | New Technology For 2010(Premium Content)Every year, huge leaps in technology usually results in increased efficiency and hopefully a higher degree of cost-savings. What new technology will 2010 bring along, and what are contact center managers looking forward to the most? That is the question we asked industry professionals.Author: Joss Jalbert, | Published: January 15, 2010 |
| | Ultimate Leader(Premium Content)Great leaders come from all walks of life - and no matter the path these leaders embark on, what makes them great is their ability to take their endeavor to the next level. In this exclusive interview with Dana White, President of the UFC, we discover valuable lessons that can be applied to any business enterprise. | Published: January 14, 2010 |
|  | The Rules of Engagement Have Changed(Premium Content)Customers have changed. The old way of engaging customers just doesn’t cut it anymore. Here are four strategies for companies that can improve the customer experience in 2010 | Published: January 13, 2010 |
| | Effectively Managing Your Multigenerational Team(Premium Content)Every generation has a unique way of seeing and doing things, and never sees entirely eye to eye with other generations. By effectively managing your team member's generational differences, you can achieve business objectives. | Published: January 12, 2010 |
| | The Impact of External Events(Premium Content)Directors and managers can do their best to control every facet of the companies they work for, but sometimes the events that can cause the greatest bumps in the road are usually caused by actions beyond their control – external events. Industry professionals discuss the impact of external events on their centers.Author: Joss Jalbert, | Published: January 11, 2010 |
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