ICMI's Customer Management Insight - January 2008 - (Page 3) JANUARY 2008 Customer Care Technologies Two key technologies that will influence your deployments in 2008. Prehire Tests A simple roadmap to help identify the right tests for your agent hiring process. TECHNOLOGY 1 19 11 24 PEOPLE OPERATIONS STRATEGY Knowledge Management An introduction to knowledge management processes, tools and practices. Video Contact Centers Are video calls in your contact center’s future? A look at the viability of video interactions. Departments 5 Editor’s Page Upgrading the Agent’s Role M AD INDEX 8 Contact Center Spotlight Vodacom Business Solutions 16 In The Center Contact Services Employment Technologies ICMI—Call Center Knowledge Online ICMI—Consulting ICMI—Miami Call Center Demo ICMI—Membership ICMI—Training Schedule LIMRA International Panasonic Sencommunications 31 2 29 45 22 14 and 36 46 4 15 10 Creating a Unified Framework for Multiple Sites 23 Show Preview Miami Call Center Demo & Conference 30 Industy Research 32 Reports from the U.K. and the Middle East Reveal Insights about the Use and Potential of Contact Center Technology Expert’s Angle Contact Centers Face Today’s Realities: A Case for Consolidation 2.0 35 Expert’s Angle 38 40 Is Your Agent Training Process Evolving with the Role? Expert’s Angle The Key to Innovation Is Maintaining Your Strengths Expert’s Angle Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center’s Role 3 Ad Index icmi’s insight www.icmi.com | JANUARY 2008 3 http://www.icmi.com http://www.icmi.com
Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - January 2008 ICMI's Customer Management Insight - January 2008 Contents Customer Care Technologies Ad Index Editor's Page Contact Center Spotlight People: Prehire Tests In The Center Strategy: Video Contact Centers Show Preview Operations: Knowledge Management Industry Research Contact Centers Face Today's Realities: A Case for Consolidation 2.0 Is Your Agent Training Process Evolving with the Role? The Key to Innovation Is Maintaining Your Strengths Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role ICMI's Customer Management Insight - January 2008 ICMI's Customer Management Insight - January 2008 - Customer Care Technologies (Page 1) ICMI's Customer Management Insight - January 2008 - Customer Care Technologies (Page 2) ICMI's Customer Management Insight - January 2008 - Ad Index (Page 3) ICMI's Customer Management Insight - January 2008 - Ad Index (Page 4) ICMI's Customer Management Insight - January 2008 - Editor's Page (Page 5) ICMI's Customer Management Insight - January 2008 - Editor's Page (Page 6) ICMI's Customer Management Insight - January 2008 - Editor's Page (Page 7) ICMI's Customer Management Insight - January 2008 - Contact Center Spotlight (Page 8) ICMI's Customer Management Insight - January 2008 - Contact Center Spotlight (Page 9) ICMI's Customer Management Insight - January 2008 - Contact Center Spotlight (Page 10) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 11) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 12) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 13) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 14) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 15) ICMI's Customer Management Insight - January 2008 - In The Center (Page 16) ICMI's Customer Management Insight - January 2008 - In The Center (Page 17) ICMI's Customer Management Insight - January 2008 - In The Center (Page 18) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 19) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 20) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 21) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 22) ICMI's Customer Management Insight - January 2008 - Show Preview (Page 23) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 24) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 25) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 26) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 27) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 28) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 29) ICMI's Customer Management Insight - January 2008 - Industry Research (Page 30) ICMI's Customer Management Insight - January 2008 - Industry Research (Page 31) ICMI's Customer Management Insight - January 2008 - Contact Centers Face Today's Realities: A Case for Consolidation 2.0 (Page 32) ICMI's Customer Management Insight - January 2008 - Contact Centers Face Today's Realities: A Case for Consolidation 2.0 (Page 33) ICMI's Customer Management Insight - January 2008 - Contact Centers Face Today's Realities: A Case for Consolidation 2.0 (Page 34) ICMI's Customer Management Insight - January 2008 - Is Your Agent Training Process Evolving with the Role? (Page 35) ICMI's Customer Management Insight - January 2008 - Is Your Agent Training Process Evolving with the Role? (Page 36) ICMI's Customer Management Insight - January 2008 - Is Your Agent Training Process Evolving with the Role? (Page 37) ICMI's Customer Management Insight - January 2008 - The Key to Innovation Is Maintaining Your Strengths (Page 38) ICMI's Customer Management Insight - January 2008 - The Key to Innovation Is Maintaining Your Strengths (Page 39) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 40) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 41) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 42) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 43) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 44) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 45) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 46)
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