October 30, 2015
Networking vendor Extreme Networks has enhanced the Extreme Partner Network, adding new incentives and tools for selling into five vertical markets; more IT channel news.
July 21, 2015
Employees aren't using UC tools because they're not trained on them or don't know about them, which limits UC success, according to a new report.
June 12, 2015
Ping Identity has redesigned its partner program to provide different partnership options. Also this week, Salesforce overhauled its ISV program; Kaspersky Labs bundled products with Acronis; and more.
April 08, 2015
Bouquet Training, a module in the Bouquet CDM platform, enables managers to customize contact center agent training courses based on customer feedback.
Training Get Started
Bring yourself up to speed with our introductory content
Internal testing, employee education and training are three of the most important actions providers should take ahead of the ICD-10 deadline. Continue Reading
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 helps organizations navigate knotty technology issues that must be traversed to be truly multichannel. The first chapter explores contact-center automation -- and how to deploy it effectively. The second chapter reveals the critical ingredients in a successful multichannel business strategy. And the third chapter looks at organizations applying these strategies to not only improve customer relationships, but also increase their revenue. 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
Evaluate Training Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
For organizations lacking in-house cloud expertise, managed cloud services like Rackspace Fanatical Support could be a way to fill that gap. Continue Reading
Looking back at the shift to client-server technology offers insight into recent activity among large systems integrators and small born-in-the-cloud consulting firms. Continue Reading
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
Learn to apply best practices and optimize your operations.
Talent management software can help contact centers make more technology-driven decisions to better judge recruiting and agent retention practices. Continue Reading
An EHR vendor product manager continues her discussion on why providers need to be serious about testing and budgeting when implementing ICD-10. Continue Reading
In a two-part Q&A PointClickCare ICD-10 expert, Genice Hornberger, explains what providers should do in the last phases of implementing ICD-10. 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.
Some contact center agent training systems miss the mark. When choosing technology, managers must be in tune with the frontline's needs. Continue Reading
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
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