ICMI's Customer Management Insight - December 2007 - (Page 3) DECEMBER 2007 Workforce Optimization: State of the Market A look at the WFO industry, technology, opportunities and risks. Staffing and Scheduling Adopt alternative staffing and scheduling approaches to attract and retain the best agents. OPERATIONS 1 STRATEGY Data Security and Customer Privacy Industry officials share their thoughts on customer data protection. 15 25 32 PEOPLE TECHNOLOGY Redefining CRM How the latest CRM software suites exemplify new ways to connect with customers. AD INDEX Departments 5 Editor’s Page TransCore Attract and Retain: A Global Struggle Contact Services, LLC Employment Technologies ICMI—Call Center Knowledge Online ICMI—Consulting ICMI—Miami Call Center Demo ICMI—Publications ICMI—Seminars: Essential Skills and Knowledge ICMI—Training Schedule LIMRA International Ministry of Economic Development Ontario NICE Systems Panasonic PreVisor Sencommunications, Inc. Verint Systems 10 2 41 50 28 44 48 47 17 21 11 14 38 27 4 M 12 Call Center Spotlight 20 In the Center Achieving Excellence by Listening to Customers 29 Recommended Reading 39 Expert’s Angle 42 Expert’s Angle 45 Expert’s Angle 3 Ad Index 13 Reasons Why Agents Resign Ideas for Real Contact Center Improvement Lost In Transition: Closing The Gaps in Call Center Handoffs What Managers in Other Departments Should Know About Incoming Call Centers icmi’s insight www.icmi.com | DECEMBER 2007 3 http://www.icmi.com
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