Tag Archives | Strategy
What is proactive customer care?
Learn about new contact center and back office technology for 2013.
What is Unified Communications and what does it do for contact centers?
My organization is considering migrating to SIP trunking from a different carrier for our call center traffic. How do we implement SIP trunking without losing our current call center numbers?
Should Service Be Stratified Based on Customer Value?
Closing the Gap between Marketing and Customer Service
I work for an Australasian bank, and have been given the task of writing a business case for Sales Direct (our sales function within our call center) to become a profit center, as opposed to a cost center. I've come across a lot of literature suggesting that this is a good idea. What I don't […]
Contact Center Innovation: What to Expect in 2010
Will Customer Service Be Another Casualty of the Recession?
A Weak Connection – Ignoring customer needs is extremely shortsighted and expensive
I am currently a regional manager for a group of call centers in different countries in Asia Pacific. Recently, I was told by my vice president that the top management is looking at centralizing all these call centers into one in Singapore, because they think it will be more cost effective and customer-centric. I don't […]
The Essential Contact Center: Delivering a World-Class Customer Experience
Building a customer-centric organization
Contact centers: Goodbye costs, hello profits
Motivating Agents: Respect and Rewards Make a Big Difference
Don’t Just Get Your Customers Off the Line; Make Contact Productive: An Interview With Donna Fluss
Want Change in the Center? Start at the Top
Don’t Let Marketing Own the Contact Center
Where’s the Value in Customer Contact? 9/20/2004 https://dmgconsult.com/publications/articles.asp?id=80 http://crmguru.custhelp.com/cgi-bin/crmguru.cfg/php/enduser/std_adp.php?p_faqid=1356 CRMGuru Publications/Contact Center/Strategy Strategy Strategy, Contact Center, Call Center