ICMI's Customer Management Insight - April 2008 - (Page 3) APRIL 2008 Speech Recognition Designing a spoken user interface for unpredictable human beings. Assessment Tools A look at the positive impact of today’s innovative assessment tools. TECHNOLOGY STRATEGY 23 15 1 31 PEOPLE OPERATIONS Small Call Centers, Big Potential Service-to-Sales Success Finding your contact center’s path to profit. Get creative to maximize small call center resources. Departments 5 Editor’s Page Attract “A” Players M AD INDEX 12 Contact Center Spotlight Egg Customer Service Call Centre Employment Technologies CFI Group ICMI—Call Center Knowledge Online ICMI—Conferences ICMI—Consulting ICMI—IVR Seminar ICMI—Job Listings ICMI—Membership ICMI—Publications ICMI—Training Schedule 2 4 39 28 22 11 13 51 21 and 26 14 19 29 37 Recommended Reading Multi-Sourcing Benefits: A Common Hosted Platform Is Key Special Feature: Best of Show Products to Love: The Best of Call Center Demo Miami Expert’s Angle High Volume, High Stakes: A Better Strategy for Hiring 40 Expert’s Angle 48 Secrets of Recruiting Success Job Brands: Changing Applicant Reactions to Your Openings Expert’s Angle Speech Analytics: Uncovering the Voice of the Customer 3 Ad Index icmi’s insight www.icmi.com | APRIL 2008 3 http://www.icmi.com
Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - April 2008 ICMI's Customer Management Insight - April 2008 Operations: Small Call Centers, Big Potential Ad Index Contents Editor's Page Contact Center Spotlight People: Assessment Tools Recommended Reading Technology: Speech Recognition Special Feature: Best of Show Strategy: Service-to-Sales Success Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings Experts Angle - Speech Analytics: Uncovering the Voice of the Customer ICMI's Customer Management Insight - April 2008 ICMI's Customer Management Insight - April 2008 - Operations: Small Call Centers, Big Potential (Page 1) ICMI's Customer Management Insight - April 2008 - Operations: Small Call Centers, Big Potential (Page 2) ICMI's Customer Management Insight - April 2008 - Contents (Page 3) ICMI's Customer Management Insight - April 2008 - Contents (Page 4) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 5) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 6) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 7) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 8) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 9) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 10) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 11) ICMI's Customer Management Insight - April 2008 - Contact Center Spotlight (Page 12) ICMI's Customer Management Insight - April 2008 - Contact Center Spotlight (Page 13) ICMI's Customer Management Insight - April 2008 - Contact Center Spotlight (Page 14) ICMI's Customer Management Insight - April 2008 - People: Assessment Tools (Page 15) ICMI's Customer Management Insight - April 2008 - People: Assessment Tools (Page 16) ICMI's Customer Management Insight - April 2008 - People: Assessment Tools (Page 17) ICMI's Customer Management Insight - April 2008 - People: Assessment Tools (Page 18) ICMI's Customer Management Insight - April 2008 - Recommended Reading (Page 19) ICMI's Customer Management Insight - April 2008 - Recommended Reading (Page 20) ICMI's Customer Management Insight - April 2008 - Recommended Reading (Page 21) ICMI's Customer Management Insight - April 2008 - Recommended Reading (Page 22) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 23) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 24) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 25) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 26) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 27) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 28) ICMI's Customer Management Insight - April 2008 - Special Feature: Best of Show (Page 29) ICMI's Customer Management Insight - April 2008 - Special Feature: Best of Show (Page 30) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 31) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 32) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 33) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 34) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 35) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 36) ICMI's Customer Management Insight - April 2008 - Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring (Page 37) ICMI's Customer Management Insight - April 2008 - Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring (Page 38) ICMI's Customer Management Insight - April 2008 - Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring (Page 39) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 40) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 41) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 42) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 43) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 44) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 45) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 46) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 47) ICMI's Customer Management Insight - April 2008 - Experts Angle - Speech Analytics: Uncovering the Voice of the Customer (Page 48) ICMI's Customer Management Insight - April 2008 - Experts Angle - Speech Analytics: Uncovering the Voice of the Customer (Page 49) ICMI's Customer Management Insight - April 2008 - Experts Angle - Speech Analytics: Uncovering the Voice of the Customer (Page 50) ICMI's Customer Management Insight - April 2008 - Experts Angle - Speech Analytics: Uncovering the Voice of the Customer (Page 51)
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