Operations Management
Feb 22, 2012
Call center job news briefs.
Operations Management, People Management, Facilities, Multi-site management
Operations Management
Feb 16, 2012
In a 2009 survey of U.S. contact centers, 80 percent of companies felt they offered a superior customer experience, but only eight percent of their customers agreed. How could such a gap between providers and consumers develop?
Operations Management, Metrics/Performance Measurement, Quality Monitoring, Coaching/Feedback
Operations Management
Feb 16, 2012
To better understand the customer experience, it is important to track certain Key Performance Indicators (KPIs). By closely monitoring these KPIs in real-time, companies can spot service degradations and possibly preempt their impact on customers.
Operations Management, Metrics/Performance Measurement, Key Call Center Metrics, Abandonment
Technology
Feb 16, 2012
This week in technology news Mitel and VMWare announce solution integrations that enable desktop virtualization, Microsoft unveils the Microsoft Dynamics CRM mobile application, Jacada introduces its user interface for CRM systems and Salesforce.com’s new social media dashboard for small to medium businesses.
Technology, Call Center Technology Applications/Offerings, Agent-Assistive Tools, Operations Management
Operations Management
Feb 15, 2012
Call center job news briefs.
Operations Management, Facilities
Operations Management
Feb 09, 2012
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).
Operations Management, Workforce Management/Staffing, WFM Tools, Scheduling
Technology
Feb 08, 2012
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.
Technology, Call Center Technology Applications/Offerings
Feb 08, 2012
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.
Operations Management, Strategic Value
Operations Management
Feb 07, 2012
This week's call center job news briefs.
Operations Management, Facilities, Site selection
Operations Management
Feb 02, 2012
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.
Operations Management, People Management, Technology, Workforce Management/Staffing
