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CustomerThink
Editor’s Pick
Engagement
Digital Marketing
Sales Performance
Service and Support
Social Business
Experience
Customer Journey
Customer Loyalty
Customer Strategy
Omnichannel
Personalization
Voice of Customer
Technology
Contact Center
Customer Analytics
Leadership
Chief Customer Officer
Employee Engagement
Innovation
Performance Metrics
Content Type
Article
Column
Blog
Interview
Think Tank
News
Authors
Top Authors
Top Authors by Topic
Advisors
Hall of Fame
Author Directory
Free CX E-Book
Home
Enterprise Technology
Contact Center
Page 66
Contact Center
ScottishPower Uses a Balanced Scorecard of Metrics to Drive Customer Service Excellence
Bob Thompson
-
April 3, 2013
Why selling in service contact centers fails and how to fix it.
Jodie Monger
-
April 3, 2013
Avoid costly mistakes by creating a better call center for customers
Cheryl Hanna
-
April 2, 2013
Decorating the Last Touch
Chip Bell
-
April 2, 2013
Does your current post-call IVR survey prevent collecting multiple customer comments?
Jodie Monger
-
March 28, 2013
How Gamification Can Accelerate Service Agent Training: Inside Scoop with PAKRA CEO Rini Das
Rini Das
-
March 28, 2013
Improve Agent Workforce Productivity by Managing Your Call Center like a Basketball Team [Video]
Matt McConnell
-
March 27, 2013
Is your post-call IVR survey program an internal auditor?
Jodie Monger
-
March 27, 2013
Contact Center Conference Spring 2013 Re-cap
Jeff Toister
-
March 26, 2013
3 Contact Center Conference Takeaways
Matt McConnell
-
March 25, 2013
How to safeguard against customer experience inconsistencies in your call center.
Jodie Monger
-
March 20, 2013
Good and Bad use of Live Chat – A Tale of Two Telcos
Chris Severn
-
March 13, 2013
Transforming Your Contact Center Into an Essential Corporate Contributor
Donna Fluss
-
March 13, 2013
Do you have a rule to keep your post-call IVR surveys very short?
Jodie Monger
-
March 7, 2013
Agent Insight #3: The Agent Desktop and Applications
Patty Isnor
-
March 6, 2013
How Workspace Design Affects Call Center Employee Satisfaction
Monica Postell
-
March 5, 2013
Want to Empower Call Center Agents to Delight Customers? Improve Your A.I.M.
Bob Thompson
-
March 3, 2013
Contact Center Success: Focus on Your Technology
Bob Furniss
-
February 28, 2013
Using Call Center Sales Training to Help Your Team Upsell (Without Losing Your Team in the Process)
Peggy Carlaw
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February 28, 2013
Contact Center Metrics: AHT is Out, FCR is In (But Not Enough!)
Bill Price
-
February 26, 2013
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