The Global Association for Contact Center Best Practices & Networking

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	Are You Ready to Serve the Now Generation? Sword Ciboodle asks if you are ready to service self sufficient customers. Author: CJ Werley, Sword Ciboodle Published: August 30, 2010
	Integrating Quality Management and Workforce Management in Contact Centers In today’s ultra-competitive environment, the centrality of customer satisfaction is a given. However, the focus on service quality in contact centers lags behind the rest of the business world because these organizations were developed primarily to serve customers in a cost-effective manner. Author: Patrick Salg, ASC Telecom AG Published: August 26, 2010
	Workforce Optimization Technologies We asked "How can they be deployed across the greater enterprise, not just the contact center?" Author: ContactCenterWorld.com Published: August 20, 2010
	CRM Theory and the Art of Profit Simply put, we look for the quickest and most effective way to make a profit. Author: Sundip Doshi, Surado Solutions Inc. Published: August 2, 2010
	Dramatically Reducing Total Email Response Time Today’s competitive marketplace is placing extraordinary demands upon customer service organizations, sales teams and call centers. Managing the rapidly growing volume of email from customers can be a daunting challenge. Author: Henry Lach, Emailtopia Published: July 30, 2010
	Eliminating Data Wastage to Protect Brand and Boost ROI Transactis' latest research shows that companies are failing to integrate and use customer records to keep campaigns on target. And with customers taking note the long-term health of a brand can be at risk. Author: Richard Higginbotham, Transactis Published: July 28, 2010
	Nine Critical Functions of Workforce Management Software There are nine functions that workforce management (WFM) software should provide. Most importantly, the software needs to integrate and operate at maximum capability. Bob Webb of Pipkins shares this useful checklist. Author: Bob Webb, Pipkins Inc. Published: July 26, 2010
	Customer Feedback or How to Make Customers Happy The role of contact centers in today's economy is clear – 'make customers happy' – a more demanding goal than many realize. For a long time, companies around the world have eschewed investing in their contact centers as an important segment of their business. Author: Bernhard Wagner, ASC Telecom AG Published: July 13, 2010
	Quality Management for Financial Contact Centers Quality management has served as a mandatory, comprehensive and efficient tool at many contact centers for more than a decade. Contact centers for financial institutions resemble those of other organizations in many ways. However, financial institutions often must use contact centers to meet a far stricter set of compliance regulations. Author: ASC Telecom AG Published: June 29, 2010
	Benchmarking Your Contact Center Performance Last week I had the privilege of spending several days with the best contact center professionals in Europe, Middle East & Africa at the 2010 Top Ranking Performers Conference in London. Author: ContactCenterWorld.com Published: June 28, 2010
	Managing The Workforce With Technology We ask our members to share their experiences managing the workforce using technology Author: ContactCenterWorld.com Published: June 18, 2010
	How can managers overcome fear amongst staff that optimization technologies are only used to make staff work harder? We asked our members for some opinions on optimization technologies and what agents might fear - read this interesting article. Author: ContactCenterWorld.com Published: June 17, 2010
	Will Video Phone Work in the Contact Center? We ask members around the world to share their opinions. Find out what they think! Author: ContactCenterWorld.com Published: June 17, 2010
	Grow Your Business with CRM CRM Software exists to help you retain your existing clients and acquire new ones. Because of the efficiencies you will realize, your team will be more productive resulting in higher earnings which can be used to grow your business. Author: Sundip Doshi, Surado Solutions Inc. Published: June 16, 2010
	CEO to CEO....Ensure CRM Success There is a reason why “best practices” are so commonly used in organizations… they work because they have been tested by organizations and teams over and over again. So… here are some best practices that upper management may want to consider. Author: Sundip Doshi, Surado Solutions Inc. Published: June 9, 2010

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