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Today’s competitive marketplace is placing extraordinary demands upon customer service organizations, sales teams and call centers. Managing the rapidly growing volume of email from customers can be a daunting challenge.

Transactis latest research shows that companies are failing to integrate and use customer records to keep campaigns on target. And with customers taking note the long-term health of a brand can be at risk.

There are nine functions that workforce management (WFM) software should provide. Most importantly, the software needs to integrate and operate at maximum capability. Bob Webb of Pipkins shares this useful checklist.

The role of contact centers in todays economy is clear – make customers happy – a more demanding goal than many realize. For a long time, companies around the world have eschewed investing in their contact centers as an important segment of their business.

There is a reason why “best practices” are so commonly used in organizations… they work because they have been tested by organizations and teams over and over again. So… here are some best practices that upper management may want to consider.