Voices of CRM:

call center agent


January 25, 2012  7:09 PM

Customer service is from Venus, data quality is from Mars

Posted by: Barney Beal
call center agent, customer data, customer service, data quality

The traditional barriers to a successful CRM implementation have largely been identified and addressed -- user adoption, integration, customization - yet the solution to one problem remains frustratingly elusive -

June 24, 2011  6:36 PM

Are your call center agents having relationship problems?

Posted by: Rosecafasso
Add new tag, call center agent, call center management, call centers

The old adage about the customer always being right is baloney, according to John Goodman, a call center industry consultant. Sometimes they are dead wrong. But you still have to take care of them. Goodman claims that The Clorox Co., makers of Clorox Bleach, get customer inquiries about why the...

September 2, 2010  3:00 PM

Contact center satirist Greg Levin

Posted by: Barney Beal
call center agent, call center manager, contact center

Greg Levin Can the contact center...

December 8, 2009  3:19 PM

Process optimization in the call center

Posted by: Barney Beal
call center agent, call center manager

Business process organization can help organizations increase efficiency and lower costs. While many may think of BPO as an operational or manufacturing initiative, according to Strategic Contact, a Beaverton, Ore.-based consultancy, the contact center is great place to undertake process...


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