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White Paper: Building The Case For Best-Of-Breed Workforce Management Vendors

Thu, 24 Jun 2010 03:56:00 GMT

Many arguments have been made regarding the decision to purchase software from best of breed versus end to end vendors. There are valid points on each side of the discussion. Many best of breed companies have been absorbed by larger entities who promise a tightly integrated and seamless solution for all of your software needs. By Pipkins, Inc.

Article: Get A Jump On Vacation Scheduling

Mon, 03 May 2010 04:37:00 GMT

With summer holidays right around the corner, how can call centers be prepared for last minute changes that occur with agent scheduling? This is a problem that all centers face. It can be especially challenging for those without an automated solution for agent scheduling. Typically, last-minute staffing problems require call center supervisors to manually create, print and distribute new intra-day schedules, talk to agents individually to solicit overtime hours, and so on. By Bob Webb, VP Sales, Pipkins, Inc.

Article: From Social Media To Social Business

Thu, 31 Dec 2009 07:22:00 GMT

Social media, or perhaps we should call it "social business," is a sea change that will affect every aspect of the organization. Nowhere is this more evident than at the intersection between an organization and its customers. By Christopher Carfi

Article: Marketing Analytics To The Rescue

Tue, 10 Nov 2009 04:30:00 GMT

Marketing analytics has always been the buzzword for gaining insight into the success of your marketing programs. But the term actually has multiple meanings and can take marketing departments in many different directions. By Lisa Cramer, President, LeadLife Solutions

Guest Column: Asking Questions And Creating Expectations: What To Do And Not To Do When It Comes To Surveys

Tue, 24 Feb 2009 04:49:00 GMT

Lately it seems companies are using "how was our service?" questionnaires following the purchase of goods or services even more so than in the past. Have you ever answered one of those surveys to let somebody know you weren't happy with the experience you'd had, and then never heard anything back from the business that asked? If you've had one of these experiences then you know what it feels like to be asked your opinion and have it ignored. When it comes to Enterprise Feedback Management (EFM) this is a cardinal sin. By James Martin, Chairman and CEO, Inquisite

Economic Chaos, Looming Recession, Market Upheaval And Uncertainty: Four Reasons Why Now Is The Time To Buy Workforce Management Software

Fri, 16 Jan 2009 07:54:00 GMT

Everyone is painfully aware of what is happening in the economy. These are uncertain times to say the least. Businesses are having to laser focus their efforts to retain customers. Because much of a company's revenue is generated through its call center, it is more critical than ever for call centers to ensure that they are meeting service levels and that agents are adhering to their schedules. There are four crucial areas where workforce management is invaluable in meeting these objectives. By Bob Webb, VP Sales, Pipkins, Inc.

Product Sheet: Jabra GN9125 Series

Wed, 26 Nov 2008 16:11:00 GMT

The Jabra GN9125 is a wireless headset that works the way today's in-office professionals work.

White Paper: Real Marketing Analytics For Lead Generation

Tue, 11 Nov 2008 20:45:00 GMT

Marketing analytics has always been the buzzword for insight about the success of your marketing programs. But it actually has multiple meanings and can take marketing departments in many different directions. For the purpose of this whitepaper, we are going to stay very practical and therefore very simple. Marketing analytics really encompasses two main themes — What should I measure? and How do I easily gain visibility into program success? By LeadLife Solutions, Inc.

Product Sheet: Jabra GN9350e

Mon, 10 Nov 2008 20:50:00 GMT

The dual-connection Jabra GN9350e wireless headset gives you high performance in both traditional and PC-based telephone environments. That means you can upscale or even replace your telephone system and still keep the same headsets. In short, the Jabra GN9350e provides all the benefits of hands-free mobility in a lightweight, ergonomic, and future-proof design.

White Paper: How To Help The Helpdesk: 21st Century Support For IT Professionals

Thu, 16 Oct 2008 12:59:00 GMT

Whether your company calls them Technical Support Technicians, Help Desk Representatives, or Strategic Support Analysts, in-house help desk professionals are an integral part of any business. Increasing productivity and satisfaction ratings while reducing costs and resources are the hallmarks of an effective IT help desk. Finding fast, accurate answers to end-user questions and problems are critical so that employees can continue working and meet deadlines. These savvy gurus are dedicated individuals that contribute much to the bottom line of any successful business, but sometimes even the experts don't know all the answers. Did you ever wonder where they go when they need help? By C.J. Rayhill, Senior Vice President of Product Management and Technology, Safari Books Online

Research Commentary: Contact Center Satisfaction Index 2008

Thu, 18 Sep 2008 03:20:00 GMT

CFI Group conducted the Contact Center Satisfaction Index research through online surveys of over 22,000 participants. Qualified respondents had called a contact center within the previous month and had interacted with a customer service representative. The respondents evaluated their most recent contact center experience through their answers to twenty questions. By CFI Group North America

Feature Article: The Powerful Combination Of CRM & EFM

Fri, 05 Sep 2008 18:58:00 GMT

Customer retention, customer engagement and customer experience all seem more critical today than ever before. In today's challenging economy and ultra-competitive markets, businesses simply can't afford customer churn. Forward-thinking business leaders are increasingly adopting and integrating the latest customer relationship management (CRM) and enterprise feedback management (EFM) applications to achieve a more thorough understanding of their customer base than was previously possible. By Inquisite

Case Study: Foster Greater Customer Loyalty

Mon, 18 Aug 2008 09:30:00 GMT

In the retail world, customer relationship management (CRM) has quickly evolved from a luxury to a necessity. If you do not retain, analyze, and use your customers' key data, chances are another retailer will. By Integrated Solutions For Retailers

Increase Productivity With A Routing And Scheduling Solution

Mon, 21 Jul 2008 04:06:00 GMT

Geeks On Call implemented the InterGis Visual Control Room (VCR) route optimization system to effectively schedule all of the franchises' technicians from the single call center. Using the VCR, Geeks On Call created a database of computer service rates that differ based on geographical region and technician expertise and availability. By Integrated Solutions Magazine

Mastering The Multi-Sourced Call Center For Maximum Savings, Optimum Service

Wed, 16 Jul 2008 19:58:00 GMT

At first glance, sourcing agents from multiple call centers - which mix in-house, remote, and outsourced call center agents to create a distributed, virtual call center - would seem to promise cost savings and flexibility. Agents from across town or across the globe can be quickly added to or subtracted from the call center agent pool to respond quickly to changing business needs.

Feature Article: The Evolution Of CRM To CEM

Wed, 02 Jul 2008 05:45:00 GMT

CEM is the process by which a company strategically manages a customer's entire experience with its product, service or company. Through CEM initiatives, a company actively listens to its customers through a variety of listening posts, analyzes what they are saying to make more savvy business decisions and monitors the impact of those decisions to improve operational performance and customer loyalty. By Clarabridge

Enable Innovation Through Speed And Flexibility

Fri, 27 Jun 2008 06:28:00 GMT

Co-creating with Ramco, ITC implemented a revolutionary digital business platform that transformed and revitalized the rural economy of India, and enabled ITC-IBD to become the most preferred supply chain partner for agriculture and aqua products in the international market. Submitted by Ramco Systems

Are Your Customers Satisfied?

Mon, 23 Jun 2008 06:29:00 GMT

Are Your Customers Satisfied?

Reduce Staff By 50% With Service Management Software

Mon, 23 Jun 2008 03:33:00 GMT

Reduce Staff By 50% With Service Management Software

SIP-Based VoIP: The Next Opportunity For VoIP VARs?

Fri, 20 Jun 2008 06:11:00 GMT

SIP-Based VoIP: The Next Opportunity For VoIP VARs?