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CRMXchange

CRMXchange Radio

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Founded in 1995, CRMXchange has long been recognized as a premiere destination on the Internet for the exchange of information and ideas on CRM, CEM, and contact center issues. Today, the site offers a wide variety of resources for CRM professionals. Through nearly a 15 year partnership with industry leaders and analysts, CRMXchange has developed unique insights into the kinds of business intelligence and professional development programs required for successful contact center operations. And as pioneers of the Internet, CRMXchange understands the profound role the Web can play in the all-important arena of peer-to-peer communication. Known by our audience as the “event site,” CRMXchange has gained a reputation as experts in the hosting and marketing of webcasts and other online events.

On-Demand Episodes

A case study that focuses on solutions implemented to improve the quality of Vermont Teddy Bears' customer service and revenue generated by their agents. This session will include a definition of Vermont Teddy Bears' problem... more

A case study that focuses on aligning contact center performance metrics and corporate objectives. This session addresses Vermont Teddy Bear's quality and overall customer service issues and their affect on agent performance and the... more

Even the best-managed and busiest contact centers experience unexpected downtime without calls. Using this idle time productively will improve agent satisfaction and service quality while reducing agent-related costs. Delivering... more

Agents are well-equipped to handle a variety of operational tasks. Why limit their expertise to the contact center when they can handle other work activities when call volume is low? Leading centers are putting their agents to work during idle... more

orientatation

A discussion of best practices in workstation design and implementation tips for contact centers.

A discussion of how ergonomics directly impacts the bottom line of call centers including a best practices success story.

Today the health care industry is facing more change and challenges than at any other time. Government mandated rules, regulations, plan ratings.and profit margins are at the forefront of each and every organization. This added... more

Calabrio Podcast Series- Best Practices in Quality Monitoring

From the Calabrio Podcast Series - Spreadsheets and Beyond
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