Aug28

Text is next

Posted on 28 Aug 2009 by Ritu Maheshwari

Texting is changing our world so fast; my blog title is no longer true now! Texting is already here, and here to stay. And texting is not just cool (it IS the official means of communications for anyone who is 13-21 years old), it also saves time. ...[Read More]

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Aug26

Reducing Agent Attrition Using Social Networking

Posted on 26 Aug 2009 by Rachel Wentink

It’s been a while since I’ve blogged, but I had promised to address the topic of using Social Media to develop a sense of “belonging” or teamwork within the contact center, which was brought up by one of our blog readers. The goal of deploying soc ...[Read More]

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Aug21

Applying Agile Methods to the Contact Center

Posted on 21 Aug 2009 by Matt Taylor

I've been wearing shorts to work all Summer, and sometimes I meet people at lunch or after work who ask me if I had the day off. No, I say... I work for a software company. That seems to answer their question most of the time. Shorts, cookouts, f ...[Read More]

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Aug18

Are You on the Latest Version? Why now is the right time to update to the latest version of your communication solution.

Posted on 18 Aug 2009 by Todd Zerbe

I'm going to lay it to you straight. The competitive landscape has never been tougher. Your company must be able to compete. It is the reason you invested in the call center and communications systems you did. Your competitors are out there ...[Read More]

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Aug17

Capturing the Voice of the Customer: Part 2 -- How to do it

Posted on 17 Aug 2009 by Joe Staples

Last week I blogged about the need for businesses to capture the voice of the customer. See: http://www.inin.com/Blog/archive/2009/08/04/Capturing-the-Voice-of-the-Customer-Part-1-The-Need.aspx I'll assume that you all left that riveting post, full ...[Read More]

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Aug14

Schedule Adherence Goals: How do you pick the right one?

Posted on 14 Aug 2009 by Troy Plott

Contact centers that have the ability to measure the schedule adherence of their agents are generally more efficient and have less unproductive time than centers that don't.. but not always. One of the hardest and most important parts of rolling ou ...[Read More]

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Aug12

The Value of the Unexpected

Posted on 12 Aug 2009 by Tom Fisher

I had a real treat this week and got to spend some time watching my daughter play piano at the Indiana State Fair. She was just short of qualifying for the actual statewide piano tournament but instead got to perform for a half hour in the Fine A ...[Read More]

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Aug05

Wait, you already have that feature!

Posted on 05 Aug 2009 by Brad Herrington

As someone employed in the technology industry, I will be the first to admit I don’t read any of the manuals that come with the electronics I buy. Why? Because I know what I bought the item to do, and if it performs those functions, I don’t really ...[Read More]

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Aug05

To Certify or NOT To Certify...?

Posted on 05 Aug 2009 by Abi Chandra

To Certify or NOT To Certify…THAT is a question facing systems engineers today. A certain leading IT organization whose certifications are highly sought after in our industry -- i.e., “THE FIRM”, recently came out with a new certification (Cisc ...[Read More]

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Aug04

Capturing the Voice of the Customer: Part 1 -- "The Need"

Posted on 04 Aug 2009 by Joe Staples

This is going to be a two-part post. Although the topics are well-connected, they really address two parts of the issue. The first (this post) is "the need." The second (follow up post) is what you can do to satisfy that need. What we'r ...[Read More]

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Archives

Tags

Text is next

Reducing Agent Attrition Using Social Networking

Applying Agile Methods to the Contact Center

Are You on the Latest Version? Why now is the right time to update to the latest version of your communication solution.

Capturing the Voice of the Customer: Part 2 -- How to do it

Schedule Adherence Goals: How do you pick the right one?

The Value of the Unexpected

Wait, you already have that feature!

To Certify or NOT To Certify...?

Capturing the Voice of the Customer: Part 1 -- "The Need"