-
Recent Posts
Archives
Categories
- Analytics
- Best Practices
- Business Case Development
- Business Process Optimization
- Change Management
- Chat
- Cloud-based Computing
- Co-Browsing
- Consolidated Desktop
- Contact Center Metrics
- Cost Structure
- Cross-Selling/Up-selling
- Customer Satisfaction
- Home Agents
- Implementation
- IVR
- Multi-channel Customer Contact
- Organization
- Outsoucing
- PCI
- Performance Management
- Self-Service
- Social Media
- Support
- Technology
- Unified Communications
- Vendor Selection
- Voice of the Customer
- Voice of the Employee
- VoIP
- Wikis
Meta
Category Archives: Organization
A New Working Relationship for IT and the Contact Center
“Come gather ’round people, Wherever you roam…” Yes, folks. The times they are a-changin’ for contact center technology management. Here’s just a few of the reasons why: IT has an increased burden on its time and resources driven by business … Continue reading
Posted in Organization
Leave a comment
Get Your Contact Center Technology Off The Island
Contact center personnel often feel like the ill-fated crew on “Gilligan’s Island” – cast away on their own island. Lacking connection with the “mainland,” they leverage their own resources to devise tools and processes that meet their immediate needs. Everyone … Continue reading
Posted in Organization, Technology
Leave a comment
Four Key Opportunities to Improve Contact Center Support in 2011
We define seven key areas when considering contact center support functions. While the nature of these functions can vary greatly based on factors such as size, number of sites, type of business and business goals, culture, and other organizational roles … Continue reading
Posted in Organization
Leave a comment