LOOKING FOR MR. GOODVAR News & Analysis 9/1/1999 Post a comment Just who are these VAR people? And how do open telephony and CT makers find them? Never fear. Here's the lowdown on how to meet and greet your next great channel partner.
SOMEWHERE OUT THERE - WELCOME TO THE REALM OF VIRTUAL ACDS News & Analysis 9/1/1999 Post a comment IP is the key technology to overcoming the cost factors and logistical impediments of centralization. Tomorrow's call centers will be "virtual" they'll manage traffic globally, work with the network, serve remote agents and decentralized business models, and offer smarter features at radically lower costs.
SWITCH ROUTERS SHOW YOU THE WAY News & Analysis 9/1/1999 Post a comment Telco-grade, VoIP-capable switch routers are helping simplify the network's core and providing the necessary bandwidth for the not-so-distant world of data and VoIP convergence. But there's more than one way to route a packet. We give you the latest, and help you weigh the alternatives
Day of Reckoning Looms For High-Tech Customer Support News & Analysis 9/1/1999 Post a comment Customers expect effective support from high tech
firms. Companies that dont deliver support that is as much on the cutting edge as their products may find their market share slipping. Though its not always cheaper than live support, Web-based self-support options are now a necessity for any help desk. Heres why.
FINDING A HOME FOR YOUR CALL CENTER News & Analysis 9/1/1999 Post a comment The booming economy and the call center industry's rapid growth
have made seeking the right home for your call center more
important than ever. Here are some strategies and opportunities
that will get your center up and running.
PERFECTING SUPPORT News & Analysis 9/1/1999 Post a comment The proliferation of PCs over the past decade has given help desks motivation to fine-tune the way they provide support. And fine-tune they have;
the emphasis today is on closing the call at the first level, and the help desks we spoke with are able to solve customers' problems over 90% of the time.
SETTING LARGE GOALS FOR YOUR SMALL CALL CENTER News & Analysis 9/1/1999 Post a comment Just because your call center is small does not mean you have to set lower standards for quality of service or efficiency. Call center staples like call routing systems and automated dialers are readily available for call centers with 25 or fewer seats. Here's how these products help your center emulate the big players.
SNARED BY THE WEB OF OUTSOURCING OPPORTUNITIES News & Analysis 9/1/1999 Post a comment Due to the volatile nature of customer contact and outsourcing, it is a challenge to understand, adapt and manage the constantly changing web of available opportunities. Here's how to organize the process to make it work effectively for your call center.
APP GENS: More than just IVR News & Analysis 9/1/1999 Post a comment App gens are getting too big (and powerful) for their
britches. Once simple IVR scripting tools, they are
commandeering the "contact center" and taking root in
the most sophisticated of turnkey enterprise