Call Center Articles

Managing agent adherence has driven one call center to Orwellian heights. Find out what NOT to do (and some easier ways to make sure your agents are where you need them when you need them there).

This week in technology news ADP and Cisco join to expand unified communication and collaboration solutions for car dealerships, ShoreTel acquires M5 Networks and Zendesk, simplyCT and Kunnect are each offering a cloud-based service or solution at no cost.

As proposed U.S. legislation on penalizing companies that offshore call centers heats up, the Philippines strike back. Read what one expert labeled as "scary" has to say.

The road to employing at-home agents has long been a bumpy one. As hosted contact center technologies continue to improve, it is paving the way toward making agents that work from home a contact center norm.

Customer Experience is the latest buzz-phrase in customer service. In this article, NOVO 1 CEO Mary Murcott explains how to translate some old-style customer service/call center metrics into new customer experience metrics and highlight four new customer experience metrics that every contact center should be measuring.

As financial institutions increase their multichannel services to include social media, they struggle with the common stumbling block of operationalizing it as a customer service channel in the contact center: response times, accuracy, quality and security. But the financial foray into social customer service also pushes customer segmentation to the fore.

"Consumers are demanding better service more now than ever before and they're not shy about voicing their displeasure after getting bad service," says Angie’s List founder Angie Hicks. See what industries are racking up the complaints and why — and how this may be costing companies in contact center dollars.

This week in technology news Intelliverse debuts its integrated hosted solution, MicroAutomation and Voxeo partner for a cloud-ready campaign management app, CallCopy's workforce optimization suite achieves Avaya-compliance rating and Indosoft's Q-Suite GUI tool now features AMD and voicemail recognition.

Large or small, some call centers stand out as the "best-of-the-best." ICMI looks at some of its past Global Call Center of the Year Award winners and why they were selected to receive this coveted award.