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You can’t manage what you don’t understand, and you can’t understand what you don’t measure. Heard this one before? Chances are you have, but how well do we really practice this simple philosophy? |
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Thursday, 03 May 2007 |
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Recorded calls between your agents and customers hold valuable insights into how business is being handled within your company. Although many hours of these calls are recorded, very few companies are leveraging the vast amount of BI hidden within these audio files. |
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Wednesday, 02 May 2007 |
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A new report finds that 58% of companies have adopted revenue generating capabilities by leveraging their call-centers as transaction hubs. No longer must call-centers limit their functions to customer support, many act as the first line of up-sales and cross-sales generation for their organizations. |
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Wednesday, 02 May 2007 |
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The next wave of outsourcing is about assessing all aspects of an organization's business activities to determine if and where there are opportunities to leverage outsourcers' capabilities, intellectual property, best practices, global infrastructure or geographic presence to access resources and capabilities around the globe. |
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Monday, 30 April 2007 |
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Security risks, higher-than-expected costs and productivity losses -- as well as management, communications and coordination problems -- have led some outsourcers to reconsider their decisions and even pull some processes back in-house. Moreover, as the outsourcing market matures, cost inflation has pushed executives to take a harder look at outsourcing, offshoring and near-shoring. |
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Friday, 27 April 2007 |
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Communications companies that engage outsource service providers typically face challenges in maintaining their brand image because the third party may provide inconsistent services to end users and subscribers. |
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Wednesday, 25 April 2007 |
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Before Cuna Mutual Group, a Madison, Wis.-based insurance and investment company, set about piloting a voice-of-the-customer program to measure customer satisfaction, it turned first to managing its own employees and workforce management (WFM) technology. |
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Wednesday, 25 April 2007 |
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Technology and technology firms alike are continually trying to develop programs and services to improve efficiency among organizations of all sizes. What's been missing is a focused attention on what actually makes an impact on these businesses |
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Monday, 23 April 2007 |
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You can’t manage what you don’t understand, and you can’t understand what you don’t measure. Heard this one before? Chances are you have, but how well do we really practice this simple philosophy? |
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Monday, 23 April 2007 |
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Predictive analytics provide significant advantages over the traditional review of historic financials when considering future business forecasts and budgets. |
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Wednesday, 18 April 2007 |
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