The Global Association for Contact Center Best Practices & Networking

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	Are You Ready to Serve the Now Generation? Sword Ciboodle asks if you are ready to service self sufficient customers. Author: CJ Werley, Sword Ciboodle Published: August 30, 2010
	Integrating Quality Management and Workforce Management in Contact Centers In today’s ultra-competitive environment, the centrality of customer satisfaction is a given. However, the focus on service quality in contact centers lags behind the rest of the business world because these organizations were developed primarily to serve customers in a cost-effective manner. Author: Patrick Salg, ASC Telecom AG Published: August 26, 2010
	Workforce Optimization Technologies We asked "How can they be deployed across the greater enterprise, not just the contact center?" Author: ContactCenterWorld.com Published: August 20, 2010
	CRM Theory and the Art of Profit Simply put, we look for the quickest and most effective way to make a profit. Author: Sundip Doshi, Surado Solutions Inc. Published: August 2, 2010
	Dramatically Reducing Total Email Response Time Today’s competitive marketplace is placing extraordinary demands upon customer service organizations, sales teams and call centers. Managing the rapidly growing volume of email from customers can be a daunting challenge. Author: Henry Lach, Emailtopia Published: July 30, 2010
	Eliminating Data Wastage to Protect Brand and Boost ROI Transactis' latest research shows that companies are failing to integrate and use customer records to keep campaigns on target. And with customers taking note the long-term health of a brand can be at risk. Author: Richard Higginbotham, Transactis Published: July 28, 2010
	Managing The Workforce With Technology We ask our members to share their experiences managing the workforce using technology Author: ContactCenterWorld.com Published: June 18, 2010
	How can managers overcome fear amongst staff that optimization technologies are only used to make staff work harder? We asked our members for some opinions on optimization technologies and what agents might fear - read this interesting article. Author: ContactCenterWorld.com Published: June 17, 2010
	Will Video Phone Work in the Contact Center? We ask members around the world to share their opinions. Find out what they think! Author: ContactCenterWorld.com Published: June 17, 2010
	Top Tips For Using Technology To Improve Customer Satisfaction Technology has many uses, but to the contact center industry, which at its core is based on customer service, how can technology improve service levels? We asked industry professionals for their top tips regarding the use of technology in relation to improving customer service. Author: Joss Jalbert, ContactCenterWorld.com Published: May 28, 2010
	Top Tips For Getting Your Staff To Improve Customer Service We wanted to know from contact center professionals their top tips in regards to getting staff members motivated to provide the best possible customer service. Each tip provides wisdom that can help you find the way to excelling in your service levels. Author: Joss Jalbert, ContactCenterWorld.com Published: May 26, 2010
	Has Customer Service Improved In The last 5 Years? We wanted to know from contact center professionals whether, in their opinion, customer service had improved or gotten worse over the last five years. Although the answers are varied, they all suggest we take a second look at our own customer service levels. Author: Joss Jalbert, ContactCenterWorld.com Published: May 24, 2010
	Measuring Service Levels - How Should You Do It In Your Center? We asked contact center professionals from around the world how contact centers should measure the level of service they give to customers – after all, isn’t customer satisfaction the true goal of any customer service center? Author: Joss Jalbert, ContactCenterWorld.com Published: May 19, 2010
	Looking For The Right Stuff We wanted to know what some of the key personality traits companies looked for in new employees during the recruitment phase, and asked industry experts for the answers. Does it come down to skills or attitude, or just the perfect combination of the ‘Right Stuff’? Author: Joss Jalbert, ContactCenterWorld.com Published: May 7, 2010
	Incentive Programs to Boost Engagement We wanted to know the types of incentive programs used by various contact centers in order to motivate employees to outperform themselves and provide top quality customer service. We asked industry experts to give us examples and the effectiveness of each. Author: Joss Jalbert, ContactCenterWorld.com Published: May 6, 2010

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