Improve your customers' experience, call center and contact center performance by collaborating with other experienced professionals.
Your Subtitle text
Webinar Downloads (Most Recent Webinars First)
Social Media - How it WILL Affect Your Contact Center
The Math Behind Agent Incentives
How We Learned About Social Media in the Contact Center and Lived to Tell About It!
Maximize Results with Incentives by Motivated Incentives
ATA Compliance: Disclosures and Caller ID
Contact Center Incentives Survey Results
4 Steps to Gain Recognition as the Irreplaceable Change Agent You Are!
Operations Compliance: The “Nuts and Bolts” of Backend Compliance - ATA Compliance Webinar
Tapping A Workforce of People with Physical Challenges For Call Centers: A Compelling Business Case
Achieving Customer Intimacy through a Brain Enema
Optimizing Sales Performance - Cricket's Secret Sauce
QA The Missing Ingredient: Walking in the Customers' Shoes
Business to Business Compliance - ATA Compliance Webinar
Quality Assurance Health Check
Wireless & Pre-recorded Messaging - ATA Compliance Webinar
How Do You Know When It's Time to Update Your Technology?
Creating Great Customer Experiences with Consistently Performing Technology (Technology Monitoring - IQ Services)
Improving Agent Performance with Desktop Monitoring - Knoa
Proven Workforce Management (WFM) Strategies
Five Short Message Service (SMS) Best Practices (Mobile Messaging)
Agent Scorecard
|
Discussion forum highlights: click here to download
|
Absenteeism
|
Discussion forum highlights: click here to download
|
Attendance Management
|
Discussion forum highlights: click here to download
|
Call Center Technology
|
Discussion forum highlights: click here to download
|
Supervision in the Contact Center
First Call Resolution - Reducing Repeat Calls
Customer Equity Management - This Isn't Your Father's CRM
Zappos Delivering Happiness - Customer Service and Culture
| Answers to presentation Q&A: click here | |
Web 2.0 and the Contact Center
| White paper: click here |
Hiring the Right Agents Up Front
Economy and Impact on the Call Center
Benchmarks and the Contact Center
Survey Pain Relief
M.E.R. Current State of the Industry
Quality, Coaching, Incentives Survey
Employee Incentives and Turnover
Contact Center Compensation
Work-at-Home Agent (WAHA)
