Feature Article

The Changing Face of Service

By Susan Hash

The digital age is reshaping the way customers engage with companies. What do changing mobile and social networking preferences mean for contact centers? Find out how to align your service strategies with today's demand for anywhere, anytime, instant communication.

Agility Factor

Web 2.0: What You Need to Do Today

By Jay Minnucci

The collaborative features of Web 2.0 are now part of our landscape, and they represent yet another channel that needs to be monitored and managed. Learn about the changes your center will have to make to respond to the new environment.

Tech Line

Collaborative Customer Care

By Maren Symonds

Welcome to the Age of Collaboration in which customer communication has morphed from personal word-of-mouth to a global party line with millions of listeners. A look at the enabling technology to help you tap into customer sentiment, respond to service issues before they go viral, and increase the effectiveness of your agents.

Performance Matters

Career Planning and Professional Development… for You

By Rebecca Gibson

When is the last time that you devoted some time to your own career evaluation, planning and goal setting? Take charge of your career! Three critical components to include in your development plan.

Inside View

Hunter Douglas Fabrication

By Susan Hash

Starting with its first aluminum venetian blind developed in 1946, Hunter Douglas established itself as a company focused on quality, innovation and personal service. How have they maintained that long-standing culture throughout years of remarkable growth? A look at the customer service operation's successful team-based model.

Leading Thoughts

Mergers Offer an Opportunity to Reexamine Current Practices

By Larry Eiser

No matter how much benchmarking and networking you do, it's surprising how wedded you can become to certain approaches. A merger gives you a chance to take a fresh look at your critical operational areas. A look at the key considerations to help you align high-performing centers.

Forecast Focus

Best Practices in Workforce Management

By Tiffany LaReau

Over the past year, many organizations have begun to focus more on evolving their WFM processes and capabilities. There is a pressing need to drive productivity at the agent level and offer extended hours, while providing more flexible schedules for staff. A year-end review of useful approaches and procedures to address key WFM needs.

Management ROI

A Practical Approach to Continuous Improvement

By Maggie Klenke

The contact center collects a multitude of statistics, benchmarks and measures. But are you getting a solid return on your center's performance data? Learn how to gather actionable data to improve your operation.