Award Programs
For Your Center
Conferences & Events
Editorial Features
Tools & Utilities
FEATURED SUPPLIERS
LATEST MEMBERS
|
|
| Features - Friday September 5, 2008 |
|
|
| Today's Tip |
"Build A Picture"
If you are running a call center take the time to really understand your call center and why your customers are calling. It is important to know who is calling, how often they are calling, the objective and the goals they are trying to achieve, and when they make those call.
View This Tip
|
|
| Top Performers in Las Vegas! |
Are you headed to Las Vegas? Everybody else in the Contact Center industry is. They are gathering for the Top Ranking Performers in the Contact Center Industry Awards. The world championships are taking place from December 2 – 4, 2008. The annual competition features 100% case study content from international Contact Center professionals as they present in 18 different categories.
More Information
|
|
| What Our Experts Say |
Job Responsibilities
Hi, I'm a customer advocate for a large apparel catalog and web distribution company. I look at contact center policies and procedures. I'm also involved in marketing campaigns and work with the operations team to improve service failures reported by the customers. I'd like to hear from other customer advocates on what projects and responsibilities they have in their position.
What the experts say |
|
|
|
| Sales Opportunities |
Are you looking to grow your Contact Center business? Are you getting sales leads through ContactCenterWorld.com? If not, look at how much business you are missing out on. With 114,000 members world wide and a website that receives more than 7,500 unique viewers on a daily basis, it only makes sense to be a site sponsor. Our sales lead generation program has a proven success rate. ContactCenterWorld.com gets you sales leads in 7 different ways. Grow your business, increase profits and gain success through ContactCenterWorld.com.
More Information
|
|
| Upcoming Industry Events |
 |
Managing a Planning TeamManaging a planning department in any organisation delivers many specialist challenges not seen in any other roles within a company. In recognition of this, the Professional Planning Forum has put together a brand new bespoke 2 day course to support current or aspiring managers in this field to give them the tools to be successful in their role.
|
|
 |
ICSA-TC 1-Day Customer Service Certification ProgramOur 1-day customer service workshop is being offered this September. This interactive workshop is fun, relaxing, enjoyable, and provides easily applicable solutions for service excellence that are proven to work in today's toughest customer service arenas.
|
|
 |
|
|
|
|
| Latest Contact Center Industry News |
|
|
| Top Ranking Performers Awards - 2009! |
A global competition for Contact Center industry professionals like no other! ContactCenterWorld.com is on a mission to identify the very best Contact Center professionals in the industry through our Top Ranking Performers in the Contact Center Industry Awards. 2009 entries are now being accepted. International recognition awaits for the very best in 18 different categories. Enter today.
More Information
|
|
| Global Benchmarking Study! |
One resource for Contact Center information to rule them all. ContactCenterWorld.com has put together a 400 page Global Benchmarking Study that contains metrics from only international award winners. Compare your metrics, improve your center and save money. The Global Benchmarking Study is an invaluable resource and created with every Contact Center Manager in mind. It’s a "Must Have" and is available today.
More Information
|
|
| This Week at ContactCenterWorld.com |
|
Monday
Article - Seven Rules for Redefining Customer Experience
In a market characterized by ever-changing customer demand, it is no longer sufficient for companies to compete based on the “four Ps” of product, price, place and promotion. Success hinges on the ability to deliver the right experience to keep customers satisfied, loyal and profitable to the company. One approach gaining momentum is Relationship Management.
|
|
|
Tuesday
Case Study - Ntractive offers ERP, CRM and PIM for small businesse, a single hybrid web application, accelerated and managed by ZXTM
Ntractive initially purchased ZXTM LB only to manage their hybrid web app "Elements SBM" because it was a cost-effective way to begin. It gave them a scalable solution because simply by upgrading their license key, the full set of ZXTM features could be unlocked as needed, without swapping out any hardware.
|
|
|
Wednesday
Article - Rushed, Routine and Robotic: Contact Center Directors, Be Careful What You Ask For (Part 1 of 2)
Contact centers are vulnerable to processes and pressures that are designed to improve efficiency yet also depersonalize and degrade an organization’s interactions with its customers. This paper discusses how contact centers can be managed not just from the perspective of hitting the right numbers, but also in a way that puts the focus back on helping one customer at a time.
|
|
|
Thursday
Article - Rushed, Routine and Robotic: Contact Center Directors, Be Careful What You Ask For (Part 2 of 2)
Contact centers are vulnerable to processes and pressures that are designed to improve efficiency yet also depersonalize and degrade an organization’s interactions with its customers. This paper discusses how contact centers can be managed not just from the perspective of hitting the right numbers, but also in a way that puts the focus back on helping one customer at a time.
|
|
|
Friday
Article - Workforce Optimization for Contact Centers, a How-to Guide
As the global economy challenges businesses, human-centric organizations such as contact centers struggle as they fight to control costs yet continue to generate revenues for their companies.
|
|
| Featured Executive Interview |
 |
New York Life Living The Contact Center Dream
Darrell Robertson, Vice-President of New York Life Insurance talks about loyalty and building a strong team. He feels measuring themselves against others is a wonderful way to examine Best Practices. - "We all want to be part of a winning team, and we relish this opportunity to compare ourselves with other Best in Class operations." - Darrell Robertson, VP, New York Life
|
|
|
|
| Featured Contact Center Research |
|
IT Professionals Less Concerned About Organisations’ Environmental Impact
The findings of a survey highlight that senior IT professionals are feeling increasingly unconcerned about the impact their businesses are having on the environment. Most of the 100 respondents believe more needs to be done to persuade UK companies to reduce their negative impact on the environment, however there are mixed ideas about the type of measures required.
|
|
|
|
|
|
Congratulations to:
On their GOLD Medal win at the
3rd Annual Top Performers Conference!
To view the full list
of winners click here
|
|
