call centers

Blog Post

A look at Contact Center technology

December 16, 2008 7:45am PST

The contact center may be the most complex, technically, but one of the easiest to succeed at. But, if you don't do it right, it can also be one of the most visible mistakes. Here are some tips...

Articles

Get IT Done: Do CRM systems help or harm call centers?

March 12, 2003 8:00am PST

Decide whether or not to use CRM for your call center

11 Latest comment by kumarjnr@...

Articles

Training is vital for call center ACD, CRM to function properly

April 22, 2003 7:00am PDT

Users' call center experience is largely dependent on the CRM and ACD training you provide your staff. Find out what TechRepublic members recommend as priorities for help desk managers.

4 Latest comment by geepwizzer@...

Blog Post

Big Data in your call center: Managing the numbers

May 1, 2013 5:08am PDT

The data collected by your call center software is huge and varied. But which metrics matter and how can you make changes based on those metrics?

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Articles

Survey reveals most call center techs happy to help with other projects

July 22, 2003 7:00am PDT

Just what are call center tech pros doing when they're not on the phone? According to our survey, they're happily helping with other projects. Check out the results for the rest of our survey.

4 Latest comment by sue.ritter

Articles

Get IT Done: Call center certifications offer a new way to prove expertise

October 16, 2003 7:00am PDT

Examine the benefits of call center certification

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Articles

Talking Shop: Strategies to boost morale and retention in call center environments

October 23, 2003 7:00am PDT

Make your call centers more efficient by making workers happier

6 Latest comment by david_filwood@...

Articles

Organize a call center open house to improve relations and provide training

April 15, 2003 7:00am PDT

Organizing a call center open house can improve the relationship between the IT department and the rest of the company. Get some advice for creating and organizing a successful event from...

46 Latest comment by slm1

Articles

Put a lid on loudmouths in the call center

March 18, 2003 8:00am PST

Decent, hard-working help desk analysts shouldn't have to strain to hear what their customers are saying. Use these tips to make sure your customers don't have to strain, either.

45 Latest comment by jdclyde

Articles

Managers offer suggestions for motivating your help desk staff

June 3, 2003 7:00am PDT

Help desk and call center staff tend to have high turnover rates. Here are some tips from three IT managers for keeping the job interesting and maintaining employee motivation.

8 Latest comment by freedb01@...

Blog Post

BYOD's impact on the data center

November 2, 2011 6:48am PDT

Scott Lowe doesn't see the trend of users bringing their own devices to work changing any time soon. Here are some things you need to anticipate as you make adjustments in the data center.

12 Latest comment by AG4IT

Blog Post

Can telecommuting work?

September 19, 2008 5:33am PDT

With gas prices at record highs, telecommuting is being attempted again and again by companies across the country and around the globe. But is it something that small and mid-size enterprises...

Blog Post

Passive customer service lends itself to outsourcing

August 21, 2008 10:41am PDT

The call center whose success is measured in volume and not customer satisfaction will be the first area to be considered for outsourcing. Here's how you should focus your people instead.

Blog Post

Dealing with cliques at work

February 11, 2009 6:01am PST

An employee at an IT call center finds that his co-workers are in a clique and are not forthcoming with information that could help him do his job. What is the best way to deal with childish...

247 Latest comment by wbeddoe@...

Blog Post

Dying of thirst in an ocean of data

May 22, 2013 11:09am PDT

Organizations need to find ways to bring seas of data under control and use methodologies capable of identifying and harvesting the information that they have a need to know.

Blog Post

Resume makeover: Project Manager

May 14, 2012 7:35am PDT

This month we tackle a resume makeover for an experienced project manager.

6 Latest comment by kristina123123

Blog Post

Pyramid calling for the help desk

November 17, 2008 1:36pm PST

The help desk works hard at customer relationships but does an automated call distributor help or hinder? When you need to disseminate information quickly, how much personalization do you have to...

2 Latest comment by ThreeLittleBirds

Blog Post

Help your end-users make Help Desk calls the right way

May 8, 2008 5:40am PDT

If you've managed a Help Desk for very long, you know the frustrations your staff feels when dealing with callers who can be irritable and demanding. It helps to counsel your staffers to keep...

3 Latest comment by Your Mom 2.0

Blog Post

Accuracy is the key to call logging

December 29, 2008 2:37pm PST

Does your help desk write down notes on paper before logging them to the system or do they live log? Do your help desk tickets suffer from 'Chinese Whispers?' The answer is to set up your logging...

5 Latest comment by Mr T-Man

Articles

Integrating content management systems across the enterprise

June 21, 2005 1:56pm PDT

Many large financial services companies have legacy document management systems for certain types of documents and often from different vendors. Some companies may also use different systems in...