Jul29

Shrinkage....in the contact center, not on Seinfeld!

Posted on 29 Jul 2010 by Troy Plott

I recently gave a presentation on how to measure and manage contact center shrinkage and it quickly became clear to me that not everyone understood what I meant by shrinkage. Most contact center operations folks understand the meaning but a few p ...[Read More]

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Jul23

Are you using a softphone or just a desktop client?

Posted on 23 Jul 2010 by Brad Herrington

I’ve recently participated in sessions at two different industry gatherings where the topic was centered on what’s better, a hard phone or a softphone. The sessions were meant to argue the points for and against the need for a traditional phone de ...[Read More]

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Jul16

Outsourced - The TV Show

Posted on 16 Jul 2010 by Tim Passios

I must admit - I don't watch much television. I just don't have the time these days. However, I did find some time the other night where my wife and two kids had some down time and started watching an NBC show. During one of the breaks, I saw a p ...[Read More]

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Jul12

Lost in Contact

Posted on 12 Jul 2010 by Peter Nees

I came across this very funny video story on The Onion last week. The story jokes about an Apple “Friend Bar” that just opened up. The premise is that you can make an appointment at the Apple store to talk with a “friend” about Apple products. T ...[Read More]

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Jul12

Social Media - Your Response Requested!

Posted on 12 Jul 2010 by Rachel Wentink

According to Forrester research, three in four US online adults now use social tools to connect with each other compared with just 56% in 2007. According to a recent blog article by Buzzient, a vendor of social media monitoring and analytics, ove ...[Read More]

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Jul09

Conference Etiquette

Posted on 09 Jul 2010 by Ritu Maheshwari

Conference call with an important customer. Lot of folks on the call, discussing several very important things (like who is unable to join this call, when can the next call be scheduled, what everyone’s 4th July plans are etc). And then it happens ...[Read More]

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Jul01

Nifty Outbound Contact Center Ideas from Customers

Posted on 01 Jul 2010 by Matt Taylor

In preparation for last month's Interactive Intelligence Interactions '10 User Forum, I got on the phone with many different customers to ask for some ideas that I could share with other customers. I was looking for best practices and nifty ideas ...[Read More]

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Shrinkage....in the contact center, not on Seinfeld!

Are you using a softphone or just a desktop client?

Outsourced - The TV Show

Lost in Contact

Social Media - Your Response Requested!

Conference Etiquette

Nifty Outbound Contact Center Ideas from Customers