May06

Here comes the phone-dissing generation

Posted on 06 May 2012 by Abi Chandra

One of the few perks that I have always enjoyed from this travel-intensive job is to wake up at the crack of dawn, open my hotel room door, and find a freshly delivered newspaper within arm’s reach. I know what you are thinking, but yes, this tec ...[Read More]

Share this post:

Mar21

BPA – Why? We already have BPM! Can they co-exist?

Posted on 21 Mar 2012 by Patrick Patton

BPA – Why? We already have BPM! Can they co-exist? So your company has invested a great deal of money and countless hours into planning and implementing a Business Process Management (BPM) suite in an operating department. Now your boss starts as ...[Read More]

Share this post:

Mar08

Best Practice Alert! Reducing Effort Can Lead to Increased Customer Retention

Posted on 08 Mar 2012 by Janet Thalacker

Best Practice Alert! Reduced Effort can Lead to Increased Customer Retention in Insurance. I recently read an article from the Tower Group, Winning in Contact Center Technology, which centered on the main idea that contact centers can improve th ...[Read More]

Share this post:

Feb24

Customers Getting Creative in the Clouds

Posted on 24 Feb 2012 by Jason Alley

I’m sitting in the Hong Kong airport reflecting back on this week’s APAC Partner Conference in Phuket Thailand. It was an awesome experience (of course the beautiful setting had nothing to do with it…) and between this trip and one last month to ...[Read More]

Share this post:

Feb24

A Social, Mobile, Cloud Approach for Every Insurance Carrier

Posted on 24 Feb 2012 by Jennifer Wilson

They are the hot topics for every industry this year…social media, mobile apps, and cloud-based offerings. So, what’s driving this interest and feeding the buzz in the insurance industry? Sure, social media and mobile users are steadily increasing, ...[Read More]

Share this post:

Feb09

An Open Letter to Customer Service Providers

Posted on 09 Feb 2012 by Murph Krajewski

Dear Customer Service Provider, My role in the Customer Service industry is that of your customer. In the corporate hierarchy, that should place me one step directly above the CEO. I am the lifeblood of the entire company. Without my involvement, ...[Read More]

Share this post:

Jan17

Cloud-based Communications is Here to Stay

Posted on 17 Jan 2012 by Joe Staples

Starts and stops...more starts...more stops. That is what multi-named hosted, on-demand, or cloud-based computing and communications has seen since the early 90's when the ASP (application service provider) was touted as a model to change technology ...[Read More]

Share this post:

Dec28

Accounts Receivable Management Expert Q&A State of the Industry, Technology Challenges and Opportunities

Posted on 28 Dec 2011 by Nancy Jamison

Guest post by Nancy Jamison, President and Principal Analyst, Jamison Consulting Accounts Receivable Management (ARM) is a complex vertical that’s greatly benefitted from technologies such as blended dialing, call recording, and content managemen ...[Read More]

Share this post:

Dec15

A Viewpoint on Collections and the New Unemployed

Posted on 15 Dec 2011 by Bobbi Chester

As the marketing person who supports our Accounts Receivable Management (aka, collections) vertical, I’ve been working recently with several industry experts on our latest white paper, The Future of Compliance for the Debt Collection Industry. On ...[Read More]

Share this post:

Dec09

7 Steps to Successful Web Chat Implementation

Posted on 09 Dec 2011 by Janet Thalacker

In my previous post, Creating a Blueprint for Web Chat Success, I wrote about the benefits of Web chat and how to determine if your company was ready to offer this channel to your customers. If you followed that methodology, you’ve looked at you ...[Read More]

Share this post:

Next >>

Archives

Tags

Here comes the phone-dissing generation

BPA – Why? We already have BPM! Can they co-exist?

Best Practice Alert! Reducing Effort Can Lead to Increased Customer Retention

Customers Getting Creative in the Clouds

A Social, Mobile, Cloud Approach for Every Insurance Carrier

An Open Letter to Customer Service Providers

Cloud-based Communications is Here to Stay

Accounts Receivable Management Expert Q&A State of the Industry, Technology Challenges and Opportunities

A Viewpoint on Collections and the New Unemployed

7 Steps to Successful Web Chat Implementation