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Tracey E. Schelmetic Info

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Tracey E. Schelmetic is a TMCnet contributing editor.

 

Latest Articles

08/22/2014 Australia's Telstra Warns Consumers of Rebooted Tech Support Scam
08/22/2014 Capital One Sets a Record for TCPA Dialer Violation Fines
08/22/2014 Growth in Global BPO Reflects Small Companies' Desire to Succeed Like Large Companies
08/22/2014 Trying to Advance Lead Generation? Use Science
08/21/2014 Symbiotic Relationship Between Marketing, Sales Can Spur Better Leads
08/21/2014 Smaller Companies Use Customer Support Software to Act Like Large Companies
08/21/2014 Coaching and Mentoring in the Call Center without Wrecking the Schedule
08/21/2014 Call Center Solutions Provider Raises Money for Kids' Cancer
08/21/2014 Social Media: Not a Replacement for Traditional Selling Methods
08/20/2014 Customers Aren't Your Enemy: How Collaboration Can Build Better Relationships
08/20/2014 Wheelings & Dealings: Infor to Acquire Saleslogix in a Bid to Unseat Salesforce in the CRM Arena
08/20/2014 Using Employee Advocacy Programs to Spur Company Branding
08/19/2014 Customer Support Etiquette: Keep Calm and Don't Interrupt a Customer
08/19/2014 Lower the Threshold for Customers to Share Their Opinions with the Contact Center
08/18/2014 Global Omnichannel Business Opportunities are Driving the Hosted Solutions Market
08/18/2014 Hosted vs. Cloud: Evaluating Contact Center Solution Delivery
08/18/2014 The Cloud Contact Center Offers a Compelling Model to Replace Offshore Outsourcing
08/14/2014 Groups Seek FCC Clarity on Automated Dialing, Robocalls and Mobile Phone Consent
08/14/2014 The Smarter IVR of the Near Future
08/14/2014 Healthcare Group Applies Data Analytics, Outbound Technologies for Better Results
08/14/2014 inContact Champion and Visionary Council Accepting Input for Future Events
08/13/2014 Contact Center Mandate for 2014: New Channels, Solutions That Boost Efficiency
08/13/2014 Collaboration Can Increase the Effectiveness of Customer Service Software
08/13/2014 The Upside of Outsourcing Lead Generation to Professionals
08/13/2014 NICE Launches Webinar Series to Help Contact Centers Improve Their Reactions
08/12/2014 The Call Center on Demand Will Become an Important Node for the Internet of Things
08/12/2014 Successful Sales Lead Management Begins With Hiring the Right Sales People
08/12/2014 Offering a 'Friction-Free' IVR Solution Requires Constant Reinvention and Fine-Tuning
08/12/2014 E-Book: True Customer Engagement is Scalable, Secure and Real-Time
08/11/2014 Employee Engagement Begins and Ends with Call Center Management
08/11/2014 Offer Better Omnichannel Customer Support with the Help of Multichannel 'Super Agents'
08/11/2014 Identifying and Training Agents Who Deserve Autonomy in Their Jobs
08/11/2014 Scripting Versus Autonomy - Customers Don't Like Speaking with Human 'Robots'
08/08/2014 Effective Sales Management Means Listening To Your Sales Team
08/08/2014 Grow Faster: Uncover the Issues Beneath Better Employee Involvement
08/07/2014 Effective Sales Lead Management Bolstered With Easily Usable, Unstructured Content
08/07/2014 IVR Solutions Provider Announces Multilingual Administration
08/07/2014 Removing the Barriers to Effective Sales and Lead Management
08/06/2014 Identifying Core Problems Behind Poor Sales Performance
08/06/2014 Effective Lead Management Mixes the Best of Old and New
08/05/2014 LiveOps Helps Contact Center Services Provider Go '100 Percent Software'
08/05/2014 Modern Call Center Software Means Every Company Can Be a Call Center
08/05/2014 The Call Center On Demand Model Offers Alternatives To Offshore Outsourcing
08/05/2014 Contact Center Solutions Provider Five9 Announces Impressive Second Quarter Growth
08/05/2014 WebRTC and Chat Will Change the Nature of Calls That Come into the Contact Center
08/05/2014 Workforce Management Solutions Provider Hosts Events to Address WFM Trends and Challenges
08/04/2014 Use the Contact Center Schedule to Build in Long-Term Goal Achievement
08/04/2014 Numonix's Zibelman Notes There is More to Come from Microsoft Lync
08/04/2014 At ITEXPO, GENBAND Will Talk About Real-time Communications, Mobility and Collaboration
08/04/2014 Call Center Managers Should Encourage Caring Traits in Agents for Better Success and Retention
08/01/2014 Brazilian Conglomerate Improves Reliability and Expands Feature Set with Alcatel-Lucent
07/31/2014 ITEXPO Will Offer Pathways to the Next Generation of Communications and Collaboration
07/31/2014 Process Improvements in the Contact Center Require Embracing Innovation
07/30/2014 Mobility, Collaboration and the Cloud: An ITEXPO Preview
07/29/2014 Considerations for Outsourcing Sales Lead Management
07/29/2014 A Change in Scheduling Practices Can Save 20 Percent of Contact Center Labor Costs
07/28/2014 Build a Picture of Your Perfect Contact Center Agent
07/28/2014 ISI Telemanagement: Speech Analytics Solutions for Contact Center Management
07/25/2014 IceWarp Demonstrates Critical Collaboration Features at WebRTC Conference & Expo
07/24/2014 GENBAND Demonstrates Simplicity of WebRTC Through Kandy Platform
07/24/2014 Frozen Mountain Allows Clients to Put WebRTC 'Everywhere'
07/23/2014 New Survey Reveals Why Most Contact Centers Record Calls
07/23/2014 Broadsoft Makes WebRTC Easy for Clients "Who Have Never Touched WebRTC"
07/23/2014 Leaked Comcast Memo Admits Agent Run Amok was Doing "a Lot of What He was Trained to Do"
07/23/2014 Technology Helps Solve the Problem of Storing IMs for Federal Compliance
07/23/2014 Acision Demonstrates How Adding WebRTC-Enabled Video Enhances the Customer Experience
07/22/2014 Focusing Customer Feedback Efforts Where They Matter to Gain Actionable Feedback
07/22/2014 World Cup Marketing Shows the Business World the Potential of Real-Time Communications
07/22/2014 Ridding the Contact Center of Bad Customer Interaction Habits
07/22/2014 Digital Lead Management Begins with an Effective Contact Center
07/21/2014 The Importance of Scheduling Employee Collaboration in the Contact Center
07/21/2014 The Journey of Excellent Customer Support Starts With a Map
07/21/2014 Help Wanted: Turning Around an Underperforming Contact Center Agent
07/21/2014 Today's IVR: Easily Configurable, Customer-Friendly, Self-Healing
07/18/2014 What is 'Contextual Routing' and How Can It Provide an Edge in Customer Support?
07/18/2014 Comcast Demonstrates How to Repel Customers
07/18/2014 Customer-facing Agents Need the Right Attitude, Management and Tools
07/18/2014 Getting Through: Multichannel Call Center Platforms, Voice Biometrics Aid Customers
07/18/2014 Virtual Contact Center, Workforce Optimization Solution Utilized to Improve Metrics Adherence
07/17/2014 Call Center Solutions Offer Powerful Benefits to Small Businesses
07/17/2014 Increasing Functionality and Reducing Costs with inContact Solution
07/17/2014 The Right Combination of People, Processes and Technologies for Lead Management
07/17/2014 Call Centers Should Tackle the US Employee Engagement Crisis
07/16/2014 Outbound Sales Campaigns Join the Twenty-First Century
07/16/2014 Correlation Seen for Robust Performance Management, Employee Engagement
07/15/2014 Getting Contact Center Forecasting Right
07/15/2014 Consider Deemphasizing Average Handle Time in Favor of First-Call Resolution
07/15/2014 Call Recording for the Next Generation Contact Center
07/15/2014 The Millennials Are Coming: Is Your Contact Center Ready?
07/14/2014 Oracle Emphasizes Transcoding, Security and Reliability at WebRTC Conference & Expo
07/14/2014 Ingate Systems Recounts the Potential for WebRTC to Transform the Customer Experience
07/14/2014 GENBAND Helps Carriers Go Over-the-Top with WebRTC
07/14/2014 Dialogic Finds Web Real-Time Communications to Be a Natural Fit
07/11/2014 Avaya Adds Another Rich Dimension to Customer Support with WebRTC
07/11/2014 SBCs Enable the Benefits of UC While Eliminating the Drawbacks
07/10/2014 WebRTC Reduces Customer Effort in the Contact Center and Improves Agent Effectiveness
07/10/2014 Robust CRM Allows Companies to Ride the Wave of Big Data, Mobile and Social Media
07/10/2014 Add Social Media to Call Recording to Get a Complete Picture of the Customer Experience
07/10/2014 Why the Annual Performance Review Doesn't Work for the Call Center
07/09/2014 Employee Satisfaction Improvements Lead to Double Customer Satisfaction Improvements