April 08, 2015
Bouquet Training, a module in the Bouquet CDM platform, enables contact center managers to customize agent training courses based on customer feedback.
October 04, 2012
IT admins must roll with the cloud computing tides. Can cloud certifications, such as Rackspace's OpenStack training, help them stay relevant?
September 25, 2012
The new Windows 8 user interface is so different that IT might have to spend significant time and money on training to get employees up to speed.
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The need to connect with customers across multiple channels has made it harder than ever to analyze customer data and provide much-needed services that improve the customer experience. This e-book series will help organizations navigate knotty technology issues that must be traversed to be truly multichannel. The first chapter will explore contact center automation -- and how to deploy it effectively. The second focuses on the mobile and social media technologies needed to enable customers to reach out in the ways they want to. And the third chapter will look at how to pull all that information together in a multichannel engagement strategy. Continue Reading
Today's enterprises want business intelligence managers and staffers with good communication skills and a solid understanding of the business, advises careers expert Matt Mueller. Continue Reading
Mindfulness training is the teaching or learning of practices designed to help participants increase their ability to live fully in the present moment. The ability to be present and aware is a powerful counter to the common tendencies to relive past events or to worry about potential events. Continue Reading
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Customers get frustrated when they're forced to repeat information to contact center agents or are sent to the wrong department. And that's not just on the phone anymore. Customers use any number of communication channels to reach out to companies -- whether it's by smartphone, text, chat or social media. Automation technology helps organizations tie it all together -- and get a jump on customer service problems. Plus, the technology can help improve the quality and speed of service and shape the efficient, scalable contact center that today's multichannel environment demands.
In this e-book chapter, CRM expert Scott Sachs explores the various automation technologies organizations need for a cost-effective contact center. First, he outlines the nuts-and-bolts technology needed for a solid contact center infrastructure that can respond to shifting business demands. Next, he looks at staffing and training tools that help effectively manage a crack team. SearchCRM editors round out the chapter with stories on self-service and knowledge base software. Continue Reading
Expert Donna Fluss provides some guidelines for evaluating the performance of a call center's quality coach, and offers suggestions on training a quality coach. Continue Reading
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With lead generation software available, there's no excuse for sending lame leads to sales. But lead gen needs sales and marketing on the same page. Continue Reading
Learn about end-user training pitfalls that can threaten the success of pervasive business intelligence deployments, and get tips on creating a well designed BI training program. Continue Reading
Learn how to successfully implement your BI consolidation program, including how to build a business case for the business intelligence consolidation project and how to encourage communication. Continue Reading
Problem Solve Training Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
With so many workers on the go today, training mobile employees in the arts of device security and protecting data can help ensure the safety of corporate data. Continue Reading
Find out how you can learn business intelligence (BI), get business intelligence training and discover why analytics is the key to marketing efforts in this BI tip. Continue Reading
Get tips for training call center agents to up-sell and cross-sell in this expert response. Continue Reading