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- Trend Toward US Based Call Centers Continues
- Two weeks ago the BNET Intercom commented joyfully on news that some companies were paying a premium to open call centers in the United States in order to provide friendly, helpful voices to assist their customers. Today, the New York Times reports that another company is using American based...
- Blog posts 2007-08-16
- Indian Firm Opens Call Center in... Ohio?
- We've all had the somewhat aggravating experience of calling a 1-800 number only to get some sleepy call center robot on the other end utterly unwilling or more likely unable to do anything but read from the script. Some companies, worried that, if the experience is frustrating enough, it could...
- Blog posts 2007-08-03
- Call Center Recovery - Its Relevance to Business Continuity
- Because of the complexities of recovering a telecommunications network, it is important to have a prior plan in place that ensures, one is protected if and when a disaster occurs. Senior management often underestimates the complexities of recovering call centers. As with most recovery efforts, it is important that key...
- White papers 2003-01-01
- Expecting The Unexpected
- This article mainly discusses about how call centers have prepared for disasters and recovered while still providing optimal customer service. This is basically a case-study providing the strategies during the time of disasters. A disaster can strike at any time and whether it's expected or unexpected one need to be...
- Case studies 2001-05-04
- Planning For Call Center Catastrophes
- This article mainly focuses upon how disaster recovery services enable call centers to continue to operate during the worst of times. This is basically arrived through a survey conducted in order to determine the solution for this. Views of various call centers have been given in order to gain information...
- Case studies 2001-01-04
- No Place Like Home
- Big corporate headquarters moves have been few and far between, but some experts think relocations may be on the upswing as corporate eyes look for new ways to cut costs. The economists found communities that grow their own corporations do better than those trying to convince other corporations to relocate....
- White papers 2003-01-01
- The Kansas City Area: A Really Smart Place For Call Centers
- Article discloses that The Kansas City Area Development Council, which is the economic development entity serving this 17 county, 50 community, bi-state area of Missouri and Kansas with a population of over two million people, proudly boasts in their information that this is a smart area. This regional economic model...
- White papers 2003-06-01
- Reno, Nevada: A Lucky Spot For Contact Centers
- EDAWN, as it is best known in state and national economic development circles, is a non-profit public/private partnership created to work on behalf of companies looking to launch, expand or relocate operations to the Reno/Sparks/Lake Tahoe area. Working closely with EDAWN is the economic development group at Sierra Pacific Power...
- White papers 2003-07-01
- Maximize Profit And Minimize Risk
- Today, more and more organizations are insisting that their call centers become profit centers, responsible for creating rather than draining revenues. In order to add value to the corporation, call centers are expected to create new ways to use the customer relationships that they manage to cross-sell and up-sell products...
- White papers 2003-04-01
- Hiring The Right Customer Service Staff
- As technology evolves and customers' expectations rise, competitive companies invest in a smarter, more versatile and more demanding breed of call center agent. As call centers are turning into customer interaction centers, support agents and sales agents must represent the company properly. As such, call center agents must be better...
- White papers 2001-01-01
- Happy Employees Equal Happy Customers
- Companies can no longer afford to keep workforce management and CRM in separate silos. HR executives and CRM strategists are rarely bedfellows. Yet getting the most out of customer contacts so patiently requires competent personnel management that the disconnect is hard to justify. Tools for workforce management, call center management,...
- White papers 2002-11-01
- Forget the 80/20 Rule
- Meeting high service level goals is costly. As a contact center manager one must ensure that they are aligned with corporate strategy and with customer expectations, and that adhering to them is money well spent. Article emphasizes that service level is never ?one size fits all? and managers who stick...
- White papers 2003-11-03
- Strategies To Build On - Yes It Is CRM
- There are steps one can take that offer a high likelihood of success and will move measurably toward the goal of better attracting and retaining valuable customers. It is a tough task, but it can be accomplished if approached one step at a time. Some of the steps include: Avoid...
- White papers 2003-01-01
- Delighting Customers With Multimedia Service
- Contact center managers are big proponents of self-service using Interactive Voice Response IVR and the web. IVR transactions generally cost tens of cents, and web contacts can be pennies. Of course, their challenge has been making them equally appealing to customers. While multimedia services are readily bashed and many users...
- White papers 2003-01-01
- Controlling Contract Center Chaos
- Anyone running a contact center is already well aware of the need to provide multiple channels of communication to their customers. For several years, every trade show, conference and trade publication has been talking about adding and integrating inbound and outbound telephone channels, IVRs, email and web contact in the...
- White papers 2003-01-01
- The Global Site Selection Strategy
- The article states two different strategies for site selection: the Small Town Strategy and the Urban Inner City Strategy and explains the strategy followed in call center for site selection. The final strategy in call center site selection is the Global Strategy. This strategy recognizes that call centers can...
- White papers 2002-06-01
- From Call Center to Contact Center: How to Successfully Blend Phone, Email, Web and Chat to Deliver Great Service and Slash Costs
- The transition from call center to multichannel contact center should reduce the aggravation and effort associated with critical tasks such as handling phone calls, replying to email, developing Web content and generating reports. Article describes that to be effective, a cross-channel contact center must possess two vital capabilities, common incident...
- White papers 2002-10-30
- The Do's and Don't of Call Center Outsourcing
- The do's and don't of call center outsourcing, Creating a successful outsourcing relationship. In an ideal world a contact center outsourcing relationship should see the provider as a seamless extension of the company's business model. The relationship represents a clear transformation of vision, mission, strategy and needs from one...
- White papers 2003-01-01
- Getting to the Heart of Technical Supportâ„¢
- We develop skills-based customer service training and sales training programs designed to change behavior and improve performance in call center representatives. Each call center training program includes the HEART Model™, a paradigm of five common-sense principles that are essential to good customer communication.
- White papers 2003-09-07
- Primer On Call Center Staffing Methods
- Telephone traffic along with other forms of traffic, such as automobile traffic, share similar characteristics. Traffic may be very busy and have to slow down and wait, or it may be very light with little slowing or blockage. Facilities such as roads, telephone lines, toll booths, service agents, and bank...
- White papers 2003-01-01
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