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CCGtv Archives
6/07/07
Freddy: The Dawn Of The Help Desk
Demo: Call Center Country and Western From Ed Fields
Demo: Be There with vThere
Demo: Callfinity Valentine
Demo: Carnegie Speech's Cool Tool
4/25/07
Freddy: Unreal Story For The Birds
Freddy: Spring Is In The Err
4/12/07
Keynote Peek: Christine Cashen
Keynote Peek: Vince Poscente
3/27/07
ICMI Call Center Demo Site Tour: Get On The Magic Bus
ICMI Call Center Demo Site Tour: Drew Daly In The Big Room
ICMI Call Center Demo Site Tour: Attendee Feedback
3/15/07
Call Center Guru Bob Furniss Ponders The Call Centerverse
American Customer Care's Jeff Velodota Talks Service With Joe
Freddy The Call Center Cat Bares ICMI Dirty Secret -- We Often Have Fist Fights Amongst Ourselves
3/1/07
Connie Adcock on Home Agents and Pajama Parties
Nice Systems' Yoel Goldenberg on Their New Platform
Alan Sternberg Explains Cicero's Value Proposition
CosmoCom's Steve Jackson On Hosted and IP Contact Center Platforms
2/13/07
Are You Ready For CC Demo In Miami?
A Call Center Case Study With Darlene Viering
Getting Started
18 Months After
Freddy The Cat Talks Tough On IVR
1/24/07
Elizabeth Herrell On Improving Your Contact Center With IP
Why Go With IP In The First Place?
The Big Value Proposition Of IP And Other Key Trends
Using The Web Effectively
More Trends And Take Home Recommendations
1/10/07
Freddy the Call-Center Cat Talks IVR
12/14/06
PacifiCorp Virtual Tour -- Gettin' to Know Them.
Centers of Excellence
Tips on Training
The Agent Tools They Use
How They Deal with Major Call Spikes
12/07/06
Ever Think You'd See Keith Dawson and Tom Selleck Working Together? You Will.
11/08/06
Damn Joe Wins Again
Keynote Sneek Peek: Brad Sets The Stage
Keynote Sneek Peek: Call Center Management Astrology
Keynote Sneek Peek: Pre-Hire Agent Physical
Keynote Sneek Peek: The Heartbreak of Acronym Addiction
09/29/06
Call Center of The Year Awards From ACCE
And The Winners Are...
Dr. Monger on Surveying
Utopy's Ted Lebowsky Talks Turkey With Joe Fleischer
Debora Glenn Discusses Nortel's New Offering
09/21/06
Nordia's Bubbly Isabelle Cyr On Why Them
Aslan's Tom Stanfill On The Art of Contact
Dan Ziv On Brand New Verint Solution
John Keyes Talks SoundBite
Rodney Kuhn On Envision's New Secure Functionality
09/06/06
Dr. Don Brown Clip from 9/7 Webcast
Keith Dawson Discusses The Super-Empowered Customer
Marilyn Saulnier Discusses Her CC Measuring Class
08/30/06
New Technology Preview: Screech Rec
Cliff Hurst Discusses His New Book Specifically For Agents
CC Demo Vendor Profile: Snowfly
CC Demo Vendor Profile: Witness Systems
CC Demo Vendor Profile: Virtual Hold
08/02/06
CC Demo Vendor Profile: Copia
CC Demo Vendor Profile: Cincom
CC Demo Vendor Profile: Inova
CC Demo Vendor Profile: Interior Concepts
CC Demo Vendor Profile: e2k
07/19/06
More Bocklund On VoIP Implementation
06/23/06
Brad Cleveland On ICMI Essential Skills Seminar
Nicole Hutchison On OnviSource
Brian Spraetz Talks Nice With Joe
Veilleux Talks Voice Logging; That's Right, It's French, Pal
06/07/06
UCN Product Demo From The Chocolate Room
Mark Mercer on Cerebit's Dynamic Data Redaction
Customer Surveying Malpractice
Customer Survey Best Practices
Genticity's Harold Hutchinson Interview
05/23/06
CC Demo New Product: Empirix Call Recording Assurance
Greg Levin On Customer Relationship Mis-Management
CC Demo New Product: Jacada WorkSpace 3.0
CC Demo New Product: Nexidia Audio Mining
CC Demo New Product: Calabrio Global Vision
05/12/06
Lesley Vereen On People And The Domino Effect
Jean Bave-Kerwin On Using Data To Make Decisions and Shine
More Minucci On Staffing Insights
Rose Polchin On Bold Leadership
Cliff Hurst On Successful Selling In Customer Service
04/25/06
Lesley Vereen On The Power of Praise
Hot Agent Retention Trend: Hypnosis (or Shock Therapy)
Marilyn Saulnier On Checking Self Service Apps
George Nichols On Planning vs. Reacting
04/10/06
Brad Cleveland On Mining The Customer
Joe Fleischer Wants To Know About Agent Displays
Jay Minnucci On The Importance Of Staffing
Marilyn Saulnier On Accountability
Lesley Vereen On Getting Agent/Call Monitoring Buy In
03/31/06
QueuePid Call Center Dating Service
Joe Fleischer on UCN's Interesting Hosted Platform
Joe Fleischer on Hosted Speech Analytics
03/17/06
Keith Dawson on 2006 Products of the Year
03/10/06
IVR Interface Of The Week: Psychobabble
03/03/06
Joe Throws Down Golden Chapnick Challenge
Lori Bocklund on VoIP Migration
One Minute Tutorial: Setting Up Monitoring
02/21/06
The Perfect Customer Interaction... or Is It?
02/15/06
Keith Has No Idea What to Say
Harcourt's Neat Agent Assessment Tool
Inova's Power over Ethernet Wallboard
Mike Callaghan on Performance Analytics
The Winners of Carl Nelson's Cartoon Contest
02/02/06
Merced's Mark Selcow on Performance Management
ICMI 1-Minute Tutorial: Scheduling Basics
01/23/06
Harry Sheff With The Week's Call Center News
01/13/06
Harry Sheff With The Week's Call Center News
01/06/06
Happy New Year
Dawson's Freak: What Really Matters
Fleischer Report: The Next Big Things
12/15/05
Jodie Monger On Dirty Data
Greg Levin's ICMI Holiday Songs
Fleischer Report: Finnegan On The Why & Whats of Agent Turnover
Webcast Highlight: Is Pre-Hiring Testing Worth It?
12/01/05
UCN's inContact Platform
Dawson's Freak: The Real Value of Agents
CC Answer Gal: WFM for Small Biz
Fleisher Report: Agent Attrition
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