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Article : Coming Out Strong

2009 was a tough year for everyone, and as 2010 carries through, we all hope that it will bring with it better times. We wanted to know what steps contact center managers are taking to ensure those better times become a reality.

- A survey by Joss Jalbert, ContactCenterWorld.com

Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"Embed 'can do' culture, enhance technology and grow talent."

About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
 
Daniel Friedman
Senior Business Development Analyst
PointClear
United States

"Train, train, train with the initiative of pushing decision making to front line phone agents."

About PointClear

PointClear creates business opportunity for its clients through comprehensive prospecting, list segmentation, sales lead management, and target market intelligence programs.
 
Tom DePew
Senior Consultant
United States

"The area of focus will be to more tightly define the mission of the call center. Given the continuing trend toward multi-channel, it will be important for our business to ensure that the call center fits seamlessly into a multi-channel customer experience."

 
Nick Kossovan
Call Center Manager
GFL Environmental Inc.
Canada

"By revamping the incentive program so the agents focus further on the KPIs that directly effect the bottom-line."

About GFL Environmental Inc.

GFL Environmental Inc. is a waste management company with headquarters in Toronto, Canada. GFL operates in all provinces in Canada, and throughout the United States.
 
Marcelo Boarin
Contact Center IT Manager
Oi (telecommunications)
Brazil

"Performance Management"

About Oi (telecommunications)

Oi is Brazil’s telecommunications service provider, with a fully integrated nationwide presence and 70 million customers. Oi offers fixed and mobile, broadband, pay TV, data transmission and internet... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - What Type Of Relationship Do You Want?

Read today's tip or listen to it on podcast.

Published: Tuesday, March 23, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
 

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