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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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Polycom and Interactive Intelligence Partner
A joint marketing agreement was announced that enables Polycom's Session Initiation Protocol (SIP)-based desktop phones to be packaged with Interactive Intelligence's IP telephony software. The combination offers contact center and enterprise customers an IP-based communications solution that delivers high audio quality features through hard and soft-keys, and access to presence-based applications like buddy lists that show participant availability.
Rugby Football Union With Firstwave
Firstwave Technologies announced a new relationship with the Rugby Football Union (RFU), who has selected Firstwave to provide its sports-specific customer relationship management solution, Firstwave Sports & Entertainment. The RFU has selected Firstwave Sports & Entertainment to gain a better understanding of its members, serve its members more effectively and aid membership recruitment.
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Required Reading |
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The Importance of Call Scripts
Outbound contact center managers face an array of challenges. Managing everything from employees and IT call solutions to business strategies and processes, today's managers have become multidisciplinarians, always on the lookout for new formulas and best industry practices. It is with this in mind that Elix decided to gather the Best Practices and Golden Rules of various outbound contact centers, from the telemarketing and collection perspective.
more >>
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Archive of past Required Reading articles |
- SAP Introduces Integrated CRM Capabilities - SAP announced the U.S. launch of enhancements to SAP Business One, its solution for small and midsize businesses that combines customer rela . . . more >>
- Infra Announces infraEnterprise 7.03 - Infra will be releasing a new version of its web based IT service management application, infraEnterprise, in early 2004. The release, versi . . . more >>
- Salesnet To Syndicate Online CRM - Salesnet announced details of its original equipment manufacturer (OEM), vertical market, and application syndication strategy. Salesnet is . . . more >>
- MicroStrategy Unveils BI Reporting Technology - MicroStrategy announced the release of a business intelligence reporting technology, MicroStrategy Report Services. MicroStrategy Report Ser . . . more >>
- PeopleSoft Introduces New Hosting Offerings - PeopleSoft announced a new portfolio of application hosting and management services for PeopleSoft Enterprise, PeopleSoft EnterpriseOne and . . . more >>
- SEC Calls for Action Against Siebel - Siebel said that the Securities and Exchange Commission staff has recommended enforcement actions against the company and two of its executi . . . more >>
- NCR Online Survey Results - According to an online survey of banking customers in the United States, financial institutions could do a better job of anticipating their . . . more >>
- Epicor Extends SRM Solution - Epicor announced feature enhancements to its enterprise suite with the release of Epicor eProcurement 7.3, a purchasing management solution . . . more >>
- University of Miami Improves Service RightNow - The University of Miami is deploying RightNow's solutions to improve the quality of services it delivers to its constituencies and to reduce . . . more >>
- Blue Pumpkin Helps Star HRG Insurance - Blue Pumpkin announced signing on Star HRG as a new customer. Blue Pumpkin is helping Star HRG execute its business strategy of extending it . . . more >>
- KBC Selects Courion - Courion announced that KBC has selected its password management solution PasswordCourier to automate the password reset and synchronization . . . more >>
- Help Desk Institute Announces Event - Help Desk Institute announced the first event in its new Essential Insight Symposium Series, "Sourcing for the Support Center." Designed for . . . more >>
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