Features

Features

• Desktop analytics: A game changer for contact centers, back offices

  Expert Donna Fluss says companies should consider a new type of analytics -- desktop analytics -- to accurately provide feedback on the contact center and the back office.  Continue Reading

• Creating positive customer retention strategies

  Is your organization deploying positive customer retention strategies or negative ones? In this chapter excerpt, learn about a number of positive customer retention strategies, including how to add customer-perceived value, create social and ...  Continue Reading

• Understanding customer commitment

  Research shows that there are three forms of customer commitment: relational commitment, instrumental commitment and value-based commitment. In this chapter, learn about all three types of customer commitments and get key performance indicators (...  Continue Reading

• SIP in the call center: Top 10 buzzwords

  In many of today's call centers, session initiation protocol (SIP) allows customers and call center agents to connect through various forms of multimedia communications. We've gathered these terms and definitions to help you better understand SIP ...  Continue Reading

• Salesforce.com for dummies: Creating daily reports

  Use this step-by-step guide to create daily reports from scratch in Salesforce.com.  Continue Reading

• The top five sources of increased customer power

  Learn how to advocate for customers and earn their trust in this chapter download. MIT professor Glen Urban will show you why you should do this, how you can do this, and what other leading edge companies are doing in this arena.  Continue Reading