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November 2004 Volume 12, Number 9 Automating Workforce Management By Penny Reynolds Workforce management is a call center essential. Overstaffing results in wasted dollars, while understaffing affects service.
WFM Software Overview
Workforce Management in an IP World By David van Everen With Web-based workforce management software, contact center managers can better manage a distributed agent pool.
From
the Publisher:
Multisite Operations: A Competitive Advantage By Art Olender Learn how to turn your multisite operation into a competitive advantage. |
Unified messaging is the ability for clients to access and retrieve all messages (phone, fax, or email) via one or more interfaces. Is your call center ready?
Emerging Trends in the Teleservices Industry By Richard Zielinski Richard Zielinski's Master Thesis has valuable lessons for all call centers. Here are some key observations.
Building Entrepreneurial Enterprises By Dr. Dean Robb Valuable lessons can be gained from the failures of AT&T and Enron. |
A list of the Call Center Management Association (CAM-X) 2004 awards of call center Excellence and Distinction.
Book Review: Business School Essentials for Call Center Leaders Reviewed by Paul Stockford Maggie Klenke's (The Call Center School) new book is a can't miss addition to any call center's library.
By Nancy Friedman Good questioning skills help agents to better understand callers and is a powerful skill that conveys real interest.
Whitepapers: How to Maximize Your Customer Feedback Program by Dr. Jodie Monger, Customer Relationship Metrics The Offshoring of Teleservices: Opportunities and Macroeconomics in Developing Countries, a Master's Thesis by R H Zielinski. Also: News · Classifieds· Advertiser list
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