Research

De-Silo Your Contact Workers and Build Value for the Entire Company

CRMGuru.com, October 2005

At some point, contact centers must graduate from operating as cost (or even profit center) and move to the next evolutionary stage, that of a "value center." A value center is a center that generates value for the whole company, regardless of the impact on its individual P&L.

A Day in the Life of a Call Center

CRM Magazine, November 2002

The New York City Department of Housing Preservation and Development's contact center is turning heads-including Mayor Bloomberg's.

Sprint Teams with Working Solutions in Multiyear Deal

CRM Magazine, November 2002

Multimillion-dollar agreement will create data services network and vast voice.

Mobile Commerce And The Contact Center

TMC Magazine, November 2002

The mobile Internet/m-commerce space is exciting, murky and still in the process of evolution. The opportunities and challenges are significant but what is not clear is whether the consumer can be cajoled into a change of lifestyle with the emergence of these new technologies.

Don't be a customer mind reader. Ask them!

bankrate.com, September 2002

Small-business owners spend a great deal of energy guessing what's on customers' minds. Stop! Instead, just ask them. They will tell, especially if your questions are in the form of an effective survey.

Slim Down Call Center Costs

CRM Magazine, August 2002

Are your call center costs bursting at the seams? Here's how to trim down expenses while toning up service.

Targeting Verticals

CRM Magazine, August 2002

CRM vendors see huge opportunity in serving niche markets.

Determining the Optimal Size for Your Call Center

August 2002

The technology of today allows for the "virtual call center" where workloads can be shared seamlessly over multiple sites, by using various tools and technologies. However, despite the reality of being able to build a virtual call center, one question still remains: What is the optimal size for a call center?

SURVEY SAYS… The Top 8 Contact Center Improvement Areas for 2002

Customer Interface Magazine, June 2002

If you are interested in prioritizing where your management team should focus, check out the 8 Critical Areas identified in this article. Senior managers of companies surveyed (along with many of our clients) identified these “Top 8” as significant improvement opportunities.

Call Center Budgeting, The Great Juggling Act?

TMCnet, June 12, 2002

Explore different areas in which to focus when putting together a call center budget. Each area is broken down into budgetary components as well as often overlooked “hotspots.”

Building a Winning Business Case

CCX Update, April 2002

Learn how to put together a successful business case to support a call center technology investment. This article focuses on specific principles to follow and areas in which to focus when creating the “winning business case.”

Building a Contact Center

Presentation given at CIS Expo, July 2001

Learn what is needed to set up a cutting edge multimedia customer interaction center. This presentation will show you how to set up systems for inbound, outbound, e-mail, chat, IVR and workforce management, as well as cover voice and network options, so you can have your customer interaction center delivering satisfaction — not only to your customers but also to management.

Outsourced CRM Solutions

Presentation given at CIS Expo, July 2001

Learn about current trends and opportunities in outsourced customer interaction services. This presentation will discuss outsourcing overviews, landscape, success factors and contractual considerations.