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RealMarket Live! - Webcasts ON DEMAND |
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"Contact Center Best Practices? YOU Have the Answers"
Contact Center "best practices" is a common buzzword these days. A whole host of companies offer seminars, research papers, and access to databases for this valuable information (for a fee, of course). Do you realize that a great deal of "best practice" content already exists in your contact center environment? A certain percentage of your agents are already engaging in best practice behaviors- but you don't have a way to easily capture, identify or distribute the content. Business processes, product information and marketing offerings change often- you can't afford to wait weeks or months for learning content to be created for your agents.· Deliver the content to agents who are lacking in particular competencies (or provide them with training in new areas) and clearly measure the effectiveness of your training efforts.
(Listen Now)
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Must-Hear for:
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Call Center Managers, VP Client Services, CRM
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What you will learn:
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How to capture and identify best practice interactions in your center by call or interaction type- and very quickly turn the interactions into usable content. How can you identify which agents have competencies in key areas. How can you very quickly deliver best practice behaviors/processes to your entire contact center workforce.
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Featured Expert(s):
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Bill Concevitch, Director, eLearning Business, Witness Systems
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Archive
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syndicate RealMarket Live! on your web site |
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QlikTech Announces QlikView 6
QlikTech announced the release of version 6.02 of its QlikView business intelligence software suite. This latest version of QlikView provides improved thin Web clients and ad-hoc reporting capabilities as well as enhanced dashboard and collaborative BI features that allow employees to share information and insight throughout an organization.
BusinessObjects Performance Manager Certified
Balanced Scorecard Collaborative announced that BusinessObjects Performance Manager has been designated as Balanced Scorecard Collaborative Certified. Under the terms of the certification, BusinessObjects Performance Manager is designated as compliant with Balanced Scorecard Functional Standards. The certification is designed to educate suppliers and buyers as to the important elements of a Balanced
Scorecard management system.
Interactive Intelligence IP PBX Miercom-Certified
Interactive Intelligence received Miercom's NetWORKs As Advertised certification this month based on a hands-on test of the company's IP PBX product called Enterprise Interaction Center. Miercom gives its NetWORKs As Advertised certification to products that achieve a 70 percent or better score based on test criteria that include ease of use, configuration, features, management and administration, and performance.
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Required Reading |
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Top 20 Performance Measures that Really Matter
You're proud. You've finally done it. You're a real multichannel operation. But how will performance will be measured across the different channels? The evolution of a simple call center into a multichannel contact center doesn't just happen overnight. You'll need to rethink what performance measurements are important for this new breed of operation. You many need to add or upgrade technologies, and staff skills certainly will need to expand as customer contacts begin to include email and Web chat in addition to incoming calls. Bottom line: Are the measures of performance that have served you well in the call center the same ones that will determine your success in the multichannel contact center?
more >>
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Archive of past Required Reading articles |
- Scala Business Solutions to Merge With Epicor - The proposed merger will be effected by a public offer by Epicor for all the outstanding ordinary shares in the capital of Scala at an antic . . . more >>
- Onyx Spells Out Offer to Pivotal - NEW YORK, Nov 14 (Reuters) - Onyx Software which recently announced an unsolicited bid for Pivotal Corp., said that a possible deal between . . . more >>
- Michigan Dept of Treasury Automates Customer Service With Intervoice - The department handled over 1.4 million phone calls during the 2003 tax season from January to June with its speech-enabled system from Inte . . . more >>
- Siebel and Siemens Help City of Cologne - The City of Cologne is using Siebel applications to deliver public service to residents and visitors. As part of a program designed by Sieme . . . more >>
- FileNet Announces ISRA - FileNet announced general availability of its FileNet Image Services Resource Adapter (ISRA), which provides connectivity from applications . . . more >>
- Group 1 and Headstrong Enter Into Alliance - Group 1 consultancy Headstrong have formed a partnership where Headstrong to deliver services in support of Group 1's Data Quality Connector . . . more >>
- InstantService Announces Version 4.0 - The latest version of the integrated chat, email management and self-help service software, InstantService 4.0, includes new features and im . . . more >>
- Giant Eagle Pilots NCR Direct Marketing Solution - Giant Eagle, a regional supermarket retailer, is testing a new way for its customers to benefit from targeted promotions by using an interac . . . more >>
- Vignette Powers Online Marketplace - Vignette announced that Expopage, Fiera di Milano's marketplace, has selected Vignette as the portal framework for its online service. The p . . . more >>
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| Onyx Software | 4.25 | -0.05 |
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| Sitel | 1.98 | -0.04 |
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11/14/03
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