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Tools, Providers, Culture 27 Aug 2013 | 10:00 am
The most important thing to recognize is that workforce management systems are tools. The biggest problem is that most people don’t know how to apply the tool. Professional services are an integral ...
Where Is The Problem? 26 Aug 2013 | 10:00 am
Contact center managers who are looking at technology solutions from a number of different vendors should first look at the problems in their call centers. Next they should look at the solutions that ...
Involve Staff 25 Aug 2013 | 10:00 am
If you are looking at tracking performance then make sure that you let the results be available to all of your staff and not just the management. Secondly, set the objectives of what the business want...
Consultancy Advice 24 Aug 2013 | 10:00 am
Consultancy these days is about looking for real experience. I always advise people to get a hold of project base CV. Another thing that is really important is to get a specialist. We are finding at t...
Capability And Reliability 23 Aug 2013 | 10:00 am
If someone were looking at industry solutions from a different number of vendors I would recommend that they think about capability, and reliability. With capability I mean not only the solution becau...
CRM Technology 22 Aug 2013 | 10:00 am
If a company is looking at investing in CRM technology I would advice them to first drive it from the top. A CRM project has to be driven by the very top of the company, otherwise it will never succee...
Customer’s Expectations 21 Aug 2013 | 10:00 am
To improve customer service I would first suggest that you make sure that you understand customer’s expectations and keep in mind that those expectations could change tomorrow. Make sure that your m...
Know Your Stuff 20 Aug 2013 | 10:00 am
For someone looking at a quality monitoring/recording system for the first time I would recommend that they outline exactly what it is that they want to achieve from the quality monitoring solution th...
Total Solution 19 Aug 2013 | 10:00 am
If a contact center manager is looking at technology solutions from a number of different vendors then they need to look at the total solution and not just the individual components. Once you’ve sel...
Quality Provided By Agents 18 Aug 2013 | 10:00 am
One of the biggest problems today is that quality is only associated with the call centers. Agents can only do so much to improve what they do, and they rely on the enterprise to fulfill promises that...
