Beyond Morale
DECEMBER 31, 2011
To me gifts are special things for which I am grateful. It has nothing to do with physical items or monetary value. Gifts are things that I feel have enriched my life. Do you think the same way? I don’t think we are strange because we think this way. I have met many people in my life that have expressed the same sentiment. Have you? Think about your workplace for a moment.
TASKE Technology
DECEMBER 3, 2011
With Black Friday behind us and Christmas fast approaching, you’re probably already in the midst of seasonal call volume peaks that occur for many businesses. In fact, you may have noticed that this year, and perhaps over the last few years, this peak has increased due to changes in the shopping practices of your customers. Online and telephone shopping may be displacing some portion of your in-store sales.
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Sampson Lee
DECEMBER 1, 2011
Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to lose. I amsterdam: A City of Differences by Alice Tse, Global CEM Operations Director – Hong Kong ‘I amsterdam’ is the name of the official English-language website for the City of […].
Customer Interactions
DECEMBER 12, 2011
'If the tragic events of 9-11-2001 taught us one thing, it’s that a system that compartmentalizes information and relies on manual efforts to link critical data is doomed to be reactive and inefficient. This is true in the case of government agencies and private sector security/risk management as well. I know because I have experience in both worlds, first as a Special Agent in Charge and Assistant Director for the FBI, and later as a Corporate Security Executive for the largest bank in th
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Brad Cleveland Blog
DECEMBER 7, 2011
By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customer Interactions
DECEMBER 6, 2011
'In the universe of public safety communications, the stars seem to be aligning for Next Generation 9-1-1 (NG9-1-1). NG9-1-1 standards have taken shape and, by all reports, some emergency communications centers will be ready to receive live Next Gen 9-1-1 calls in the near future. Exactly when the complete transition to NG9-1-1 will take place is not entirely clear, but one thing is certain: when the mass migration does take place it will bring with it a flood of information—text, still im
Brad Cleveland Blog
DECEMBER 7, 2011
By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.
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