August 2010
Feature Article
Multichannel Feedback
By Susan HashTo provide consistent service delivery across contact channels, organizations need to consolidate feedback sources to develop a unified view of the customer. A look at the barriers and challenges facing today’s multichannel organizations.
Agility Factor
Building a Better Desktop
By Jay MinnucciDo your agents have the information that they need to handle customer contacts accurately and efficiently? Key desktop design considerations to ensure that your agents have the right tools for the job.
Tech Line
It’s Time to Put the Spotlight on Desktop Optimization
By Lori Bocklund, Brian Hinton and Matt MoreyFew projects have the potential to improve agent efficiency and service delivery as desktop optimization. Read about the eight steps for an agent desktop makeover.
Performance Matters
Foster Lifelong Learning in the Contact Center
By Oscar AlbanEngaging in individual training sessions and setting performance benchmarks and goals can help your agents change their workplace mentality from “necessary paycheck” to “empowered agent.” Learn how to create a lifelong learning environment.
Inside View
SciQuest
By Susan HashAt a time when most companies were slashing budgets, cutting resources and trimming staff, SciQuest was busy fine-tuning its customer communications and service delivery. Find out how this award-winning support provider puts the customer at the center of continuous improvement.
Leading Thoughts
Optimizing Skill-Based Routing
By Maggie KlenkeThe road to effective SBR design is filled with obstacles. Find out how to navigate past the potholes.
Forecast Focus
Five Secrets of a Forecast Junkie
By Tiffany LaReauWhether you’re a new workforce manager or a seasoned professional, our Power Forecaster’s tips will help you to hone your technique.
Superior Service
Moving Contact Centers from Planning into Action: The Frontline Leader’s Role
By Tim Montgomery and Sharon FernandezDoes your leadership team inspire continuous improvement? Three key questions to help you drive a customer-centric view of your operation’s performance.