Managing & Motivating

News
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Avaya News | February 15, 2012
Avaya Recognized for Outstanding Technology Service and Support by J.D. Power and Associates
Avaya, a global leader in business collaboration systems, software and services, today announced that it has been recognized by J.D. Power and… More>>

ClickFox News | February 14, 2012
ClickFox CEO to Present on FierceFinance Big Data Webinar
ClickFox, the pioneering leader in experience analytics, today announced that CEO Marco Pacelli will present big data insights during a FierceFinance… More>>

Jenne News | February 14, 2012
NICE eXpress Solutions Provide Organizations the Tools Required to Provide a Superior Customer Relations Experience for SMBs
Jenne Inc., a leading value-added distributor of IP telephony, audio and video conferencing, unified communications, data networking and IT security… More>>

Articles
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Article | January 17, 2012
The Four Building Blocks of a Multichannel Customer Strategy
By: Kamesh Somanchi

Health insurers today face many game-changing marketplace forces, including plan consolidation, and growing customer and employer pressure to lower… More>>

Article | January 3, 2012
Top 5 Ways to Deliver Exceptional Service through January Blues
By: Robbie Brillhart

There are certain things that you can count on before and after the holiday season – Black Friday, Cyber Monday, and good food and, of course,… More>>

Article | January 3, 2012
Empowering the Modern CSR
By: David Holmes

As customer service and retention rise to the top of companies’ priority lists in a down economy, the demands on today’s customer service… More>>

White Papers
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White Paper | February 14, 2012
Gartner predictions around Social CRM
Gartner analysts said the evolution of customer relationship management (CRM) will require practitioners to pay close attention to social computing,… More>>

White Paper | January 31, 2012
Best Practices in the Call Center: A Customer Touch-Point Methodology
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders…. More>>

White Paper | January 31, 2012
Call Center Workforce Management Software Best Practices
The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work,… More>>

Web Events
Call Recording and the Law
February 23, 2012 – February 23, 2012
An overview of several of the laws and requirements that impact contact center operations including Consent-to-Record, Telemarketing Sales Rule, The… More >>

Contact Center Metrics, Contact Center Planning, and How Our Metrics Make Us Do Silly Things
March 1, 2012 – March 1, 2012
We use many metrics when we develop contact center plans. We do so because we are trying to describe very complex operational performance in simple… More >>

Effective Coaching is Mission Critical: What You Need to Know