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Contributor: Jim Moylan
Posted: 02/22/2016
Jim Moylan
Frontier Communications, (NYSE-FTR) is one of the nation's largest rural local exchange carriers. We offer local and long-distance telephone service, Internet access, wireless Internet data access, digital phone, DISH satellite TV and more. We operate in 28 states and provide service to 7+ million access lines and High-Speed Internet subscribers.

Key Responsibilities:
Planning, organizing, directing, and controlling the activities of our strategic partnership with Intuit.
Lead, manage, and oversee the operations of the Call Center, with special emphasis on customer care and experience.
Develop strategies and tactics to ensure this Center reaches objectives.
Drive increased NPS through focus on customers and customer care techniques.
Develop call center/customer care policies and procedures that maximize productivity and profitability.
Establish and ensure attainment of goals for customer satisfaction ratings, call center staff productivity, order and trouble shooting accuracy.
Create and execute effective staffing model to meet stringent service level requirements.
Provide timely feedback to Marketing on products. Full Content »
Posted: 02/11/2016

This webinar was previously recorded

Sponsored by IBM and Cincom Systems, Inc.

Featuring Absa Bank with insights from Cincom Systems.

As the largest contact center in South Africa with nearly 5000 agent seats scattered across 30 physical sites, Absa Bank was challenged to present better customer experiences by operating as “ON Full Content »
Posted: 02/11/2016

The insight into consumer behavior and consumer targeting has taken a refined approach in recent history. Market leaders will provide you with consumer segmentation best practices, new ways of customer engagement and teach you ideas to leverage benchmarking to improve your market position.

Join us for this panel discussion on the Voice of the Full Content »
Posted: 02/11/2016

This one-hour complimentary webinar by TARP and Whirlpool on lowering call center operations through customer relationship management will help you:

Identify causes of customer call center contact and escalation

Select the top three opportunities to eliminate call center service contacts

Justify investments in customer education an Full Content »
Posted: 02/11/2016

Running an effective, profitable customer-support operation is like spinning a stack of plates. One plate is speed of delivery, another one is quality of support and yet another is cost of operations. Each plate is critical to the success of the organization. And a strong metrics program is what keeps all the plates in perfect balance. 

J Full Content »
Posted: 02/11/2016

This one-hour webinar informs, inspires and challenges your thinking about what it takes to outperform your competitors in this tough and tumble competitive environment. Based on 2 years of research, this new book published by Harvard Business Press looks at the findings from studying service profit chain leading firms such as Wegmans Food Market Full Content »
Posted: 02/11/2016

While improving your First Contact Resolution (FCR) rate can reduce costs and increase customer satisfaction, many contact centers struggle to accurately measure and operationalize this important metric. The Contact Center Research team has written a report describing an algorithm-based approach to FCR that is the market-proven and affordable Full Content »
Posted: 02/11/2016

Customer Experience, as much as everything else in organizations today, is changing.
And sure, while we could say that it’s in a constant state of change, this latest change is significant! Today, customers around the world are demanding better experiences, insisting on more channels for communication and expect more control over their eng Full Content »
Posted: 02/11/2016

As demands on contact centers have increased over time, companies are looking to bring the best talent into their agent pools.  The availability of cloud computing technologies in the contact center has opened capabilities to deploy agents anywhere.  Because of this, companies are able to experiment with different deployment options for Full Content »
Posted: 02/11/2016

Register to view the webinar on demand now!

Businesses have many valid reasons to leverage outsourcing as an extension of their contact center operations. The upside can be a positive impact to the bottom line, but the downside can be a risk of losing control of the total customer experience. 

One company, EarthLink, has been able to Full Content »
Posted: 02/11/2016


Are you able to provide unique, differentiated service experience to your customers?  Do your agents run through a pre-designed assembly line-like process with customers?

Increasingly, customer service cases are getting more complex and a one-size fits all approach to case management is no longer effective.  With customers vi Full Content »
414 results
of 38
Posted: 03/25/2012
Many of today’s customer management professionals commonly talk a big game about the importance of CRM. Relationship-building, they argue, is a fundamental tenet of all contact center interactions. But knowing something needs to be done and knowing how to actually do it are two vastly different things. And, as a result of that difference, a Full Podcast »
Contributor: call center week
Posted: 02/03/2015
Dispelling 5 Myths on Outsourcing Customer Care

Reduce costs, differentiate your business.

It probably feels impossible to trust a group of faceless strangers with your customer interactions. You may be worrying...

I'll lose touch with our customer care process-and our customers

I'll lose control and quality

I can only outsource simple processes

But some of the world's b Full Whitepaper »