Questex Media Group, Inc

Articles, case studies and other resources about technologies, strategies and management practices for customer contact centers.

Maximize Profits Minimize Risk When Opening a Call Center - People ...

Today, many organizations are insisting their call centers become profit centers, responsible for creating rather than draining revenues.

Focusing Your Organization on Customer Satisfaction - Customer ...

The contact center is the heart and soul of an enterprise. It is the focal point of customer interactions, represents the enterprise to its customers and is ...

Unified Messaging Moves into the Mainstream - Unified messaging ...

Business revolves around the ability to send and receive voice mail, e-mail and faxes. Unified messaging systems attempt to combine these three pillars of ...

4 Questions about e-learning - The benefits of e-learning are many ...

Dspite the economic downturn, e-learning purchases remain brisk due to a track record of high investment returns, ease of use and acceptance by contact ...

Increasing the Corporate Loyalty Factor - Case studies to keep ...

Customer Satisfaction, Customer Loyalty, Customer Centricity, Customer Care: these are the buzzwords of today. Companies clearly recognize that it costs ...

Monitoring Globally Sourced Call Centers - ICCM Weekly

Global sourcing of call centers continues to be a major trend in the US call center industry, as US based companies continue to seek the right mix of risk ...

Developing Effective Customer Access Strategy - As customer ...

How do you adapt and thrive in today's topsy-turvy economy? What differentiates truly great organizations - and by extension, truly great call centers ...

Creating A Global "Customer-Centric" Culture: A Case Study with ...

Providing exceptional and consistent customer service in a global economy is clearly a challenge for many global organizations.

Best Practices in Telephone Customer Service - ICCM Weekly

Report details the link between contact satisfaction and future purchase intent.