Increased App Functionality Widens Scope of Contact Center Systems in EMEA - CUSTOMER

CUSTOMER : 12/09/2013 eNewsletter   Latest Featured Articles » Increased App Functionality Widens Scope of Contact Center Systems in EMEA As if confirmation were needed about contact center growth and transformation is being driven by the need to become multi-channel in order to improve customer engagement and the overall customer experience, research firm Frost & Sullivan is out with a look at the contact center systems market in Europe, the Middle East and Africa (EMEA) that validates this. » Can You Hear Me Now? An Answer to Call Center Attrition Call center turnover is very high, often hitting three to four hundred percent per year. The average new hire lasts three or four months, with many employees quitting in their first week. Attrition is expensive, because companies must constantly focus on hiring and training. How can you reduce the impact of turnover today and lower the impact rate tomorrow? » Call Center Management: Getting the Most Out of Your Tools Irrespective of the size of the contact center, workforce management is a challenge. In addition to making the right technology decision to help manage a workforce, it's also important to understand and address the most basic of workforce issues. » How to Gracefully Handle a Challenging Customer Call As a call center manager, using tools like a workforce management solution can help in these instances. Monet Software's Workforce Management offering provides call center managers with the ability to monitor their agents, track metrics of service performance, and create schedules to keep strong during high-call times. Top Stories » Senator Proposes Stiffening Penalties for Automated Outbound Call Violators » Finding the Right Balance for Data in Contact Centers » Customer Service Sheds Yet Another Coat to Don a New Cap » Five9 Cloud Contact Center Added to Oracle Cloud Marketplace Featured Channels » Workforce Optimization » Call Center On Demand » Call Center Management Featured Resources » The Five9 2013 Contact Center Report » Getting Smart on Analytics in the Contact Center - Measurement is the First Step in the Process » Understanding Your Customers' DNA - The Key to Intelligent Connections Advertise With Us General advertising Info: Click here    Become a CUSTOMER columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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