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Tracey E. Schelmetic Info


Tracey E. Schelmetic is a TMCnet contributing editor.


Latest Articles

03/27/2015 The Key to Outbound Selling is Keeping Prospects on the Phone
03/27/2015 Avoiding the Mistakes of Weekend and After-Hours Customer Service
03/27/2015 No Surprise: Great Salespeople are Made, Not Born
03/26/2015 Increasingly Distributed Contact Centers Can Learn From Field Service Operations
03/25/2015 Study Finds Cloud Contact Center Solutions Are More Secure Than Premise-based Systems
03/25/2015 If Real-Time Cross-Channel Visibility is So Important, Why Do So Few Contact Centers Have It?
03/25/2015 Focused on New Customers? Don't Ignore the Existing Ones
03/25/2015 Study Finds Most Companies Still Don't Grasp Customer Service as an Organizational Goal
03/24/2015 Simple Solutions Can Help Eliminate the Root Causes of Employee Disengagement
03/24/2015 Hitting KPIs in the Call Center Requires a Firm Foundation
03/23/2015 Closing the Gap Between Online and Offline Customer Support Quality
03/23/2015 Presenting a United Face to the Customer: Solutions Integration Helps Avoid Fiascos
03/20/2015 What Does a Disengaged Employee Look Like? You May Be Surprised
03/20/2015 Transforming Sales Requires a Major Organizational Shake-up
03/19/2015 Multichannel Customer Support Still Has a Long Way to Go in the UK
03/19/2015 Forget About Delighting Customers. Make It Easy For Them, Instead
03/18/2015 Social Customer Service: It's Changing, But Not Replacing, the Traditional Call Center Business
03/18/2015 Delta Airlines Uses Natural Language Understanding to Anticipate Customers' Needs
03/18/2015 Tech-Oriented Customer Support Workers May Require a Little Extra Management Attention
03/18/2015 Are Some Customers More Worthy of Loyalty Efforts Than Others?
03/18/2015 'Frenemies' Marketing and Sales Should Learn To Collaborate
03/17/2015 Better Customer Experience Management Will Require Technology Changes
03/17/2015 Consider Using Call Scoring to Get the Most Out of Call Recording
03/16/2015 Internal Communications Need To Be as Robust as External
03/13/2015 Contact Center and CRM Solutions Are Different but Complementary Technologies
03/13/2015 It's Official: The Less Competition You Have, the More Your Customer Service Stinks
03/12/2015 Taking Real Action to Improve the Quality of Customer Service
03/12/2015 Customer Service Excellence Requires Two-Way Communication to Build a Sense of Community
03/12/2015 Choosing Sales-Enablement Tools? Choose Wisely
03/11/2015 Top Performing Sales Personnel Need Coaching, Too
03/11/2015 The Right Way to Use LinkedIn for Sales Leads
03/11/2015 Trying to Handle Multiple Contact Center Skills with Manual Processes? Good Luck With That
03/11/2015 Mystery: Why Do So Many Employee Engagement Programs Fail?
03/10/2015 Turning the Customer Experience Around
03/06/2015 Sales Coaching Can Pay Big Dividends for Success
03/05/2015 Getting Started: The First Steps Toward Employee Engagement
03/05/2015 Think of Sales Content as a Sports 'Playbook'
03/05/2015 Face Growing Business in the Call Center and the Back Office with Workforce Management
03/05/2015 Meeting the Challenges Ahead for the Contact Center
03/04/2015 What Traits Make the Best Contact Center Agents?
03/04/2015 Employee Engagement Can't Be Ordered from the Top Down
03/03/2015 Resolving Customer Grievances Before They Hit Social Media
03/03/2015 Teaching Call Center Agents the Right Skills to Cope with Difficult Transactions
03/02/2015 Call Accounting Solutions Can Help Contact Centers Track Important Quality Metrics
02/27/2015 Employee Engagement Programs Need to Be Long on Action, Short on Rhetoric
02/27/2015 NJ Signs Law Loosening Telemarketing Restrictions to Cell Phones
02/26/2015 California Ruling May Change the Outcome for Class-Action Call Recording Lawsuits
02/26/2015 Empowering Workers from the Bottom Up Instead of Top-Down
02/26/2015 Video is Another Tool in the Sales Enablement Toolkit
02/26/2015 Quality Monitoring the Present Instead of the Past
02/26/2015 5 Predictions for the Hosted Contact Center
02/25/2015 Real-Time Communications Can Help Spur Creativity Among World's Healthcare Providers
02/25/2015 The New Face of Workforce Management for 2015
02/24/2015 Looking at the Dusty Origins of the Call Center Industry
02/24/2015 Mobile Customer Care: This Decade's Biggest Challenge and Opportunity
02/23/2015 Quality Monitoring the Present, Instead of the Past
02/20/2015 Keeping a Company Afloat Through the 'Sales Learning Curve'
02/20/2015 Trying to Boost the Customer Experience? Start with Customer Engagement
02/20/2015 Telemarketers Must Be Aware of Quirky State and Local Outbound Calling Rules
02/20/2015 Why Aren't Employee Engagement Investments Working?
02/19/2015 Performance, Workforce Management Starts with Managers
02/19/2015 How to Keep Customer Support Standards High in Company Growth Mode without New Hires
02/19/2015 The Call Center On-Demand Allows Small Businesses to Compete with Larger Companies
02/18/2015 Hosted Contact Centers Help Companies Reach a State of Multichannel Support Success
02/18/2015 2015 Will Bring New Demands to Workforce Management
02/17/2015 Call Center Managers Should Begin Future-Proofing their Organizations
02/12/2015 Few Contact Centers Are Ready to Meet Millennial Customers' Expectations
02/12/2015 Improve Customer Loyalty with Team-Building Efforts
02/12/2015 Customer Experience Strategies Should Involve Every Department of a Company
02/12/2015 Are You Making Common Mistakes in Content Marketing?
02/11/2015 Customer Service Can Do More Than Simply Serve Customers
02/11/2015 B-to-B Telemarketing Needs a Place of Honor in an Omnichannel Campaign
02/11/2015 Every Sales Process Can Use a Health Check-Up
02/10/2015 Build Rewards and Incentives into Call Center Performance with Workforce Management
02/10/2015 Improving Call Center Scheduling Accuracy with Advanced Reporting Capabilities
02/07/2015 Call Center Software Week in Review: Really Simple Systems, SDL, Econsultancy and More
02/06/2015 'Help Me Help You': Providing Customers with Self-Help Content
02/06/2015 Real Time Communications to Underpin Growing Telehealth Industry
02/05/2015 Avoid Putting Too Much and Too Little Effort into Building Knowledge Bases
02/05/2015 Manipulating Data Across Channels for True 'Omnichannel' Customer Support
02/05/2015 Overcoming the Challenges of Scheduling and Managing Home-based Agents
02/05/2015 How a Hosted Contact Center Can Give a Small Business a Leg Up
02/04/2015 Chief Customer Officers Help Oversee Company's Vision for Customer Experience
02/04/2015 The Restaurant Industry and the Contact Center Industry Have Lessons for One Another
02/02/2015 Desktop Analytics Connect the Dots between Call Center Processes, Agents and Improved Performance
02/02/2015 Report Reveals Growth Trends and Roadblocks in Telecom Expense Management Industry
01/30/2015 Real-Time Communications Necessary for a Comprehensive View of the Customer
01/29/2015 The Modern Successful Company Increasingly Revolves Around the Contact Center
01/29/2015 Social Routing Allows Customers to Take Control of Their Customer Experience
01/29/2015 Contact Centers: Prepare for Millennials
01/28/2015 Call Center Agents Who Feel More in Control of Their Work Are More Engaged Workers
01/28/2015 Why You Should Encourage 'Good' Turnover in the Contact Center
01/28/2015 'Mobile First' Idea Brings in Better Sales Leads from the Mobile Web
01/28/2015 Companies Get Creative in Rewarding Top Performers to Retain Talent
01/27/2015 True Employee Engagement: Effort Required, and It Can't Be Bought
01/26/2015 Consider Creating a Lead Management Team to Boost Sales
01/23/2015 Digital Collaboration Doesn't Need to be Confusing
01/23/2015 Personalization of the Customer Experience - Both Online and Offline
01/23/2015 Downturn? Easy Fixes To Overcome a Sales Slump
01/23/2015 Workforce Management Becoming More Critical to Business Trends